Educational Qualification

Skills

Organization : Startouch Infotech Services Pvt. Ltd

Designation

Duration

: Team Manager

: 4th June 2018 - To- Till Date.

JINI THOMAS

Address:

Suprabhat CHS, Flat No. 3 &4,

A – Wing, 1st Floor,

Kansai Bhidewadi,

Ambernath East,

Thane - 421501

Maharashtra.

Mob No: –916-***-**** /989-***-**** Email: –ad4c3b@r.postjobfree.com

● Bachelor of Commerce – Passed in 2008 from Mumbai University

Excellent verbal communications

Office administration

Team building

Supervisory

Leadership

Problem solving

Budget management

Good interpersonal relationships

High volume workload

Handled team of 20+ Members

Assisting to generate sales through teleprospecting, cold call selling, lead generation, presentations, networking, and other outbound marketing techniques.

Building, motivating and leading a high-performing team that genuinely cares about the health and wellness of every customer.

Managing staff and training, monitoring, and coaching the performance of sales associates.

Effectively manage team by establishing weekly schedule consisting of side by side coaching, regular 1:1 feedback, and team meetings.

Own recruiting, objectives setting, coaching and performance monitoring of sales representatives.

Assists in producing, implementing and monitoring action plans to ensure sales targets and revenue objective are achieved.

Ensured that all project timelines were met in accordance with client specifications.

Attended regular BPO meetings both in person and via Skype.

Submit detailed weekly, monthly, and annual Corporate Sales reporting in addition to capturing and filing sales and event content to internal server Organization : Global Web Services LLC, Navi Mumbai Designation

Duration

: Team Coach (Operations – Sales)

: 1stAugust 2017 – To – 31st May 2018.

Organization : Global Web Services LLC, Navi Mumbai Designation

Duration

: Quality Analyst (Operations – Sales – Customer Service)

: 15st September 2016 – To – 31st July 2017.

Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.

Discussed sales strategies and promotional plans with VP of Sales on regular basis.

Exceeded regional annual sales target by 100%

Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.

Analyze sales results and evaluate calls to identify coaching opportunities.

Inspire change through role-play, product education, team-sharing, personal challenges and discipline.

Promote accountability by formulating success plans.

Create an inviting, exciting environment where my team wants to come to work

Work with irate customers to ensure customer satisfaction.

Share ideas with peers to reach office level results.

Strong leadership, analytical, time management and project management skills with a proven background.

Report employee reviews monthly during supervisor meetings.

Provide direction and improve skills for Sales Associates.

Responsible for Revenue generated by the team.

Identifying skill gaps for individuals and worked to improve.

Encourage employees to meet their sales goals.

Listened to calls either recorded live or side-by-side while communicating feedback.

Identified calls failing to meet predefined standards while identifying gaps, conflicting or incorrect procedure documentation.

Encouraged good practices and discouraged bad ones.

Provided internal compliance, policy and procedure, and professional conduct reporting to operational and quality management. Aided in the implementation of quality specialist training.

Identified calls failing to meet predefined standards and identified the problem.

Implemented agent training and coaching initiatives.

Understood the priority of the organization and evaluated call behaviors for regulatory compliance cross-selling and adherence to policy.

Provided customer feedback and internal compliance feedback to management.

Mentoring new Team Leaders and supervisors to help them understand the process and get used to the floor culture.

Shared best practices across lines of business.

Developed monthly, end-of-quarter and other statistical reports, including analysis for leadership team and for quality improvement program outcomes studies.

Provided regular updates to team leadership on quality metrics, communicating consistency problems or production deficiencies with quality and production leadership.

Implemented test scripts and recorded results.

Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity

Organization : Sutherland Global Services, Mumbai

Designation

Duration

: Customer Service (Subject Matter Expert)

: 4th November 2010 – 9thAugust 2011

DESIGNATION : AS A L2 TECHNIICIAN :-

Implementing & configuring MS OUTLOOK 2000, 2003, 2007, 2010, 2013, Outlook Express, Windows Mail, Windows Live mail & also Third party Emailing clients

Providing support to the United states & United Kingdom clients remotely

(Laptop & desktop)

Installation of all the applications required by the Clients

Handling issues related to Browsers, printers, scanners, wireless configuration to the Laptop’s

Troubleshooting all sorts of desktop queries carried relating from software to network issues.

Installation of antivirus, regular updating of antivirus and removal of virus on detection

Job Responsibilities:

Represent the team to communicate with the relevant levels of management.

Encourage full participation.

Foster a positive team spirit.

Ensure that the team makes a clear and consensus decisions.

Lead any presentations to management.

Monitoring calls to ensure customer satisfaction.

Take ultimate responsibility for team decisions, progress, and results.

Diligent, Target centric and result oriented.

Providing feedback and coaching to advisors.

Working out time to time changes with the operations team to get more productivity Job Responsibilities:

Resolve employee issues & Concern.

Grooming the agents to go to next level.

Achieving Company’s targets with agents help + motivating them.

Offered friendly and efficient service to all customers, handled challenging situations with ease.

Used Microsoft Word and other software tools to create documents and other communications.

Proved successful working within tight deadlines and fast-paced atmosphere.

Actively listened to customers' requests, confirming full understanding before addressing concerns.

Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.

Identified issues, analyzed information and provided solutions to problems.

Used critical thinking to break down problems, evaluate solutions and make decisions.

Delivered exceptional level of service to each customer by listening to concerns and answering questions.

Organization : Lester Info services Pvt. Ltd, Navi Mumbai Designation

Duration

: Customer Sales Executive (Operations – Sales – Customer Service)

: 11th August 2011 – Till – 1st September 2016.

Personal And Passport Information

COMPUTER SKILLS

Operating System : Win XP, Win 7, Win 8 & Win 10

Certificate Course : MS-Word, MS- PowerPoint & MS- Excel.

Comfortable with operating systems like Tally 4.5, 5.4 & 6.3 and D.T.P

Name : JINI THOMAS

Husband Name : AUNDREA VARGHESE LAKE

Date of Birth : 12th June, 1984

Language Known : English, Hindi, Marathi, Malayalam, Tamil & Kannada.

Marital status : Married

Nationality : Indian

PASSPORT DETAILS

Name : Jini Thomas

Passport Number : P2031451

Date of Issue : Mumbai

Date of Issue : 06/08/2016

Date of Expiry : 05/08/2026

EXTRA CURRICULAR ACTIVITIES

Participated in Inter College drawing competitions & won many certificates.

Participated in Karate up to Brown Belt conducted in Kalidas Organization & won many certificate INTEREST & HOBBIES

Listening to Devotional songs & Music,

Singing and cooking

I hereby declare that all the statements made above are true to the best of my knowledge and belief.

PLACE: MUMBAI

DATE :

JINI THOMAS

Computer Proficiency

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