Sergius Millet (CV) Page *

SERGIUS MILLET

E-mail: acvxyk@r.postjobfree.com Mobile: +91-944*******

I am an experienced and proven performer in the following sectors:

Operations, Process Management & Training, Customer Support, Quality Analysis / Assurance within the BPO/ Service industries.

Sales & Marketing, Business Development and Customer Relationship Management within the private sector.

I am seeking a role which reflects my skill sets within an organization that is customer focused

PROFESSIONAL SYNOPSIS

An astute professional with 18 years experience in the diverse areas of Operations, Process Management, Training and Customer Support as well as Sales & Marketing within reputed organizations.

Lately was Associated with Mindsoft Middle East-LLC, Abu Dhabi, UAE and Quantlogic Analytics & Solutions Pvt. Ltd in Cochin

Proficient at managing and leading teams for running successful process operations and experience with developing procedures and service standards for attaining business excellence.

Skilled in monitoring delivery of high-quality customer experience, elevating customer satisfaction, while adhering to the relevant SLAs and work processes together with managing cost-effective operations.

A dynamic go-getter with experience in handling sales and building relations with customers, attaining business development targets, addition of new customer accounts in the targeted regions, expansion of the business network, and improvement in overall sales and profitability.

Possessing a proactive and positive attitude, capability to think in and out of the box. Proven abilities in team management and customer relationship management.

Excellent interpersonal, analytical and negotiation skills with the ability to work under pressure situations.

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WORK EXPERIENCE

Currently working as Head- Sales & Marketing at Dr.Toms Laboratory Pvt Ltd, Kerala Call doctors give demonstration on the Practice Clinic Management Software and close orders. Meet Targets and help team members.

Recruit, give training and make them call.

Catering to International Markets, especially UAE. April 2015 to July 2015

RM Business Development at Entab Infotech Pvt Ltd, New Delhi Meet Schools (Principal’s/Management), give demonstration on the School Management ERP Solution and close orders. Meet Targets and help team members. Visited all schools in Ernakulam, Thrissur, Palakkad, Pala and a few in Kottayam. June 2010 to July 2014:

Business Development/Product Manager at Intercad Systems Pvt Ltd, Cochin

Visit customers including schools, colleges and commercial organizations to promote software’s including Adobe, Corel & Autodesk and HP Plotters (Printers, Cartridges & Toners). Introduce new potential customers.

Responsible for sales target for Kerala and support the regions with their targets and in larger size deals.

August 2009 to Feb 2010:

Software Sales Consultant at Mindsoft Middle East LLC., Abu Dhabi, UAE

Meeting Customers and presenting the Software product.

Providing advice on how they can save money with the application of the software.

Making calls from the database, connecting with the correct person and fixing appointments for presentations.

Building customer rapport and trust.

Meeting sales targets

Jan 2006 to May 2009:

Customer Service Representative and later Subject Matter Expert (November 2007) at Hinduja Global Solutions Ltd., Bangalore

Worked in the Technical Process for Earthlink.

Training and mentoring support for new batches of trainees on Earthlink & Covad processes as well as telephone etiquette.

Assigning tickets to agents and managing the queue in the absence of team leads.

Taking Escalations (as Subject Matter Expert) if an issue is not being resolved. Working together with the clients & their engineering groups to resolve the issue and sending daily reports to Leads and Managers.

Providing troubleshooting support for:

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Earthlink ISP (LPVA-Voice & Data).

DSL Service for ISP’s including AOL, AT&T and ACN. Significant Achievements:

Liaised with clients to enhance the efficiency of existing processes, thereby improving service delivery and consequently customer satisfaction.

Organised Process Training programmes with regard to DSL, Internet, How Voice and Internet Works, Telephone Etiquette, etc.

Consistently thought of “out of the box” solutions and received 67 appreciations in the span of 3 years.

Laurels & Awards:

Merit of being Top Performer for March, June and July in 2008.

Attained average Quality Scores of 99.6% in year 2008.

Recognised as Top Agent for November and December, 2007.

Best Employee of the Year in 2006 for achieving best customer satisfaction. Dec 2004 to Dec 2005:

Executive Tele-Sales at 24/7 Customer, Bangalore

Managing sales of Credit Cards on behalf of Capital One Bank to US-based customers, having a bad credit report.

Significant Achievements:

Recognised as Best Performer for 2004.

Aug’95 to Dec’04:

Merchandiser and later Manager (Nov 1997) at Genetco Pvt. Ltd. (Distributers and C&F agents), Thiruvananthapuram City

Managing the entire distribution network.

Responsible for distribution and visiting new wholesalers and retailers. EDUCATION

Executive MBA in Marketing from Indian School of Business Management and Administration, Mumbai (affiliated to Council of Distance Education)

Diploma in Sales from Indian School of Business Management and Administration, Mumbai (affiliated to Council of Distance Education) in 2007. Sergius Millet (CV) Page 4

PERSONAL DETAILS

Date of Birth : 18 May 1972

Mailing Address : Leonald, BP1V/294, Kodinada Lane, Balaramapuram, Thiruvananthapuram-695501, Kerala

Languages Known : English, Hindi, Tamil and Malayalam

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