Sales Management
Resume:
SURESH K
No ***, *th floor, Sunshine Heights, opp. Raisan Petrol Pump, Gandhinagar, Gujarat-382421
Email: **********@*****.*** Mobile: 875-***-**** / 972-***-****
SUMMARY
Senior level managerial assignment for challenging positions in BPO operations / Relationship management / Administration / Compliance / Training / with a growth oriented organization
NARRATION
Performance-driven, insightful and practical worker with proven track records in achieving and exceeding all business development and revenue-generation even during crisis.
Proven leadership and team building skills, coupled with the ability to direct strong teams in managing customer relationships and providing expected services.
Comprehensive knowledge and experience in implementing practical plans in times of business complications.
ACADAMIA
Completed B.Com in Madras University, 2006
Completed M.Com in Loyola College, 2009
Completed PGDCA in India Computer Technology (Approved by AICTE, Ministry of HR Development, Govt. of India), 2011
WORKSHOPS / TRAININGS ATTENDED
Time Management
Conflict Management
Interpersonal Skills
Presentation Skills
Business Etiquettes
Effective Business Communications
EMPLOYMENT DETAILS
Organization Name : Larson & Toubro Info Tech Ltd
Designation : Support Desk Executive, Admin Official
Duration : 1 Year (November 2007 to November 2008)
Roles and Responsibilities
• Handling calls from the clients across global L&T InfoTech locations.
• Managed daily floor operations
• Involved in recruitment
• Cab management
• Canteen management
• Managed fire and safety department
• Managing client meetings
• Training employees on their roles.
• Preparing schedule charts for the employees
• Handling emails and orders for the BPO section and the Technology section
• Facilitated team meetings
• Handled a team of employees under administration, maintained their attendance, work
schedules, over viewing performance and monitoring the results.
• Submitting daily results and menus to the management.
Reason for quitting: Global economic melt down
Organization Name : Wipro Technologies
Designation : Team leader
Duration : 9 months (July 2009 to Mar 2010)
Roles and Responsibilities
• A semi-voice technical process related to the telecom section of HUAWEI
• Developed a manual for new hires as a trainer and team leader that provided necessary
service information and scripts
• Managed daily floor operations
• Handling escalated calls from the representatives
• Managed direct recruitment
• Managing team AHT, Quality scores and other internal process based parameters
• Motivating / Training / Monitoring the team to achieve targets
• Managed communication between internal and external management
Reason for quitting: Global economic melt down
Organization Name : TATA Consultancy Services
Designation : Quality Assurance Professional/Quality Coach
Duration : May 2011 to Sep 2014
Roles and Responsibilities
• Handling inbound calls for our client named CITIBANK USA.
• Quality monitoring for the Nation Star Mortgage company USA.
• Organizing telephonic discussions on the quality of the calls monitored.
• Coaching the employees, training them in the needed areas.
• Side barging the calls and giving feedbacks and monitoring live calls.
• Segregating calls as per the nature and raising tickets to the
concern teams to take care of the same.
• Assisting and training the new employees on the process
• Floor walking for the newly recruited employees
• Meeting assigned targets of the team and submitting reports
Reason for quitting: Chose to quit temporarily because of family reasons
Organization Name : Sutherland Global Services
Designation : Process Specialist for QUICKBOOKS SOFTWARE /
Process Trainer/Sales Coach
Duration : 1.1 year (Mar 2010 - May 2011) & Oct 2014 to June 2015
Roles and Responsibilities between Mar 2010 to May 2011
• Handling escalated & sales calls from the agents
• Handling sales calls, converting customers to use the next level software
• Conducting team meetings to share details about how can they improve the call
quality and increase the sales volume and internal score.
• Managed communication between internal and external management
• Meeting everyday targets pertaining to the team performance and sales
Reason for quitting: Process shut down
Roles and Responsibilities from Oct 2014 to June 2015
• Meeting everyday targets pertaining to the team performance and sales
• Side barging the calls and giving feedbacks and monitoring live calls.
• Assisting and training the new employees on the process
• Floor walking for the newly recruited employees
• Training / coaching the employees and conducting inductions for the new hires.
Reason for quitting: Temporary project / had chosen this because of family reasons.
Organization Name : Axiom Group & Tech Mahindra
Designation : Softskill and Process Trainer & Lead Trainer
Duration : June 2015 to till date
Roles and Responsibilities
• Training the employees on the processes they specifically got selected for.
• Lead a senior trainers team of 5 people.
• Scheduling, Managing training sessions.
• Training the team leaders/ Managers and coaches on the process.
• Conducting soft-skills and communication training and a special training on the US culture.
• Handling recruitment, segregating the newly recruited employees on the basis of their
Communication, experience and talent and guiding the HRs in placing those candidates in
the right processes and positions.
• Conducting team meetings to share details about how can they improve the call
quality and increase the sales volume and internal score.
• Managed communication between internal and external management
• Taking care of the call quality of the newly recruited employees and tracking their
performances.
ACHIEVEMENTS
Having participated in the country level IT Program and Tests
Selected as the best performer of the team in HTMT
Got medals / certificates for the best performance in TCS
PERSONAL DOSSIER
Date of Birth : 16/05/1983
Marital Status : Single
Languages known : English, Tamil, Malayalam
Hobbies and interest : Movies / Writing / Indoor games
DECLARATION
I hereby declare that the above furnished details are true and correct to the
best of my knowledge and belief.
Place : Chennai Yours faithfully
Date : (SURESH.K)
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