Sales Customer Service

Vinay Oberoi

Email: acyilx@r.postjobfree.com

Mobile: +1-416-***-****

Location: Toronto – Ontario

Professional Experience

Rogers Communications

Inside Sales Specialist

Key contributions include –

Achieve and exceed sales targets

Analyze and solve customer inquiries through inbound calls, web chat and emails.

Position services of Rogers Communications to Co-operate and Consumer level clients.

Maintain an accurate record in the company database for reporting and performance tracking.

Provide orientation/overview of the process to new team members and associates.

Actively participate in Rogers Care Foundation initiatives for community service.

WNS Limited Oct 2011 – Dec 2015

Group Manager – Global Marketing

WNS Holdings Limited (NYSE:WNS) is leading Business Solutions company with established sites Globally.

Reports to Vice President – Global Marketing

Key contributions include –

Position WNS Global Services’ business solutions and capabilities to multiple industries across the globe through various Marketing channels.

Work closely with the Front Line Sales Team based out of USA and Europe to generate quality leads and nurture sales funnel.

Conducting research on various client databases to identify new business opportunities for the organization.

Leading a team to contact and communicate on the first level calls from the prospective client list.

Plan and execute branding and demand/ lead generation initiatives through Direct Marketing & Social Media campaigns, etc.

Contribute in building capabilities deck and answering RFP to speed up the sales funnel.

Maintain an accurate record in the company database (CRM based) for reporting and performance tracking.

Provide orientation/overview of the process to new team members and associates.

Actively participate in WNS Care Foundation initiatives for community service.

TATA Consultancy Services Ltd March 2008 – May 2011

Team Leader – Business Development Unit

TCS Eserve Ltd is one of India’s largest Business Process Outsourcing Company. An organization with strong parentage of Tata Consultancy Services and with established sites in various cities in India and Overseas.

Reported directly to VP – Business Development Unit

Key contributions include –

•Position TCS Eserve Ltd BPO offshore capabilities Globally

•Conducting research on the Internet (Google, Hoovers etc.) to find new opportunities in the market

•Contact and communicate the first level calls for BFS BPO V/s Client list

•Provide follow-up for marketing and lead generation initiatives, email campaigns, direct mail campaigns, etc

•Initiating and Managing various Corporate Projects to improve and track the organization’s performance and client relations

•Make calls per day to a specific target market to generate highly qualified leads.

•Maintain an accurate record of results in the company database.

Intelenet Global Services Pvt Ltd April 2003 – Feb 2008

Team Leader – Operations, Barclays Online Banking

Intelenet Global Services (Now owned by Serco Ltd) is a leading global third party BPO Company that delivers Business Process Outsourcing (BPO) services to Fortune 500 companies in the UK, USA, Australia and India. Intelenet’s focus is on providing solutions to global organizations seeking to reduce costs while consistently maintaining superior service levels.

Key contributions include –

•Responsible as a Team Leader in Barclays Online Banking Process

•Conducting Weekly Conference Call with the Offshore Client Partners to validate and discuss the performance of the site with regards to various products and planning strategy.

•Co-ordinate with various support teams like Operations Admin, Ops Accounts, Underwriting,Risk and Compliance to achieve daily operational targets

•Solely Responsible in maintaining High Standards in Customer Satisfaction by randomly calling and interacting with various customers – recording and documenting their feedback. Reporting the client scores to the Site and the Offshore Clients and provide Feedback and Training at the Operational level for further improvement.

•To Co-ordinate closely with the Customer Complaints Dept to identify various customer concerns and share feedback with the Offshore Clients and the Site.

•Conducting daily team meetings for customer service executives, solving queries and handling customer escalations

•Validating calls to enhance the Quality levels of the team and the process

•Engage in Client Calibration sessions to enhance Quality validation levels and responsible for releasing process updates and upgrading training materials

Professional Achievements

Executed successful direct marketing and social media campaigns to generate a healthy sales funnel of prospective clients from top Banking & Financial Services, Healthcare & Travel sector in USA,UK and Australia.

Spearheaded the initiation of Headcount Leakage Tracking Project across 3 sites of TCS-Eserve Ltd to ensure optimum utilization of Human Resources.

Successful Completion of Client Billing Project for TCS- Eserve ltd .With cumulative revenue of over $ 25 Million.

Successful completion of the Green-Star project at the Operations level to improve Process Quality.

Winner of the First set of Sparkle Awards at Intelenet for outstanding performance Oct – Dec’ 07.

Academic Qualifications

Degree in Bachelor of Commerce (Economics and Accountancy)

Successfully completed Six Sigma – Yellow Belt training on Corporate Quality standards

Advance knowledge of Microsoft Excel and other Microsoft Office tools

Note: All educational documents have been accredited through an Educational Credential Assessment process from World Education Services (WES) Canada.

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