Marketing / Business Development manager

Sarah S

E-mail Id: **.*******@*****.***

Mobile Number: +91-908*******

Key Skills

● Overall 15 years of combined experience in Operations Management, Digital Marketing, Inside

Sales and Business Development Management, Customer Service, Floor Supervision, Escalations,

Quality Assurance/Development Coach/Training,.

● Sound Knowledge of Process & Quality Metrics & their calculation; thorough knowledge &

proven expertise also of how to drive them

● Excellent in interacting with international/local Clients and network building

● Sincere, motivating & skilled in People Management

● Good communication skills in handling international Clients

● Hiring and training the team members

● Enjoys sharing knowledge, encouraging and guiding the team to achieve the goal/target

● Computer Knowledge – MS Office - Word, Excel, Outlook, PowerPoint, Google tools, Mail Chimp,

Zoho (Email Marketing), Discovery Org, LinkedIn network building/lead generation and

WordPress (Basics)

● CRM Management with proven record on documentation

WORK EXPERIENCE:

Working in Hornbill FX (eLearning) as a Marketing / Business Development Manager from Sep 2018 to

till date – Global Market

● Lead Generation, Inside Sales, Business Development, Negotiation, preparing proposals and

Managing Customers Key Accounts

● Social media posts and ideation

● Network building through LinkedIn

● To work closely with the SMEs/ID’s in the development of the business

● Ideation for overall improvement of the process

● Responsible for Client Relations and Negotiation

● Meeting and exceeding the Sales Target

● To guide the DME on running AdWords campaigns, keyword planning and to utilise the budget

wisely

● Planning email marketing and template and poster designing

● Daily, Weekly/Monthly reports

Worked in CloudNow Technologies as a Marketing Manager from Feb 2016 to Sep 2018 – Primarily

Indian Market

● Business Development for Cloud based Solution, DevOps, SaaS product, Cloud Security Product,

Google partner and IT Solutions

● Was leading the Demand Generation and Marketing team

● Hiring the right candidate for the team and training them on the process and call flow with Sales

techniques using scripts and mock calls

● Driving the team to generate leads as per the set target and pass it to the technical sales team

● Follow-up with clients and internal team

Managing the social media pages, regular posts and building network and followers - LinkedIn,

Facebook, Twitter and Google+

● Blog writing and proofreading for the team

● Designing posters and creating email template to run the email marketing campaign

● Inputs for the DME to perform better and to increase the inbound traffic

● Training on the process/product and coaching the demand generation rep’s on call

● Daily and Weekly Reports

Worked in Redisolve Pvt Ltd as an Operations Manager from March 2015 to Oct 2015 for USA Customer

Service Process

● Overall managing the process which has a team of 40 members

● Forecast, schedule and controlling the production

● To drive the team to improve on production and achieve their daily target

● Production is monitored on an hourly basis and drive the team leads to support the team

members on the floor

● Customer Service oriented process is driven

● People Management – dealt process, people and admin related issues

● Planning monthly incentives and drive the team to achieve their goal

● Insights shared for the improvement of the process

● Interacting with daily and weekly client calls. Work with the work force management team to

plan a productive day.

Worked with Brit Solutions as a Team Leader for UK Outbound Sales Process since Sep 2013 to June

2014.

● Recruitment of the team members

● Overall Process Training

● Coaching and managing a team of 10 folks on Sales process

● Monitoring the QC (Audit the auditors)

● Driving the team to achieve the process requirements and sales targets

● Scheduling and controlling teams attrition on a daily basis

● Interacting with clients and sending daily reports

● Conducting huddle sessions with the team on a daily basis and filling the process gaps

● To conduct fun activities for the team to keep them engaged and motivated

● Was overall taking care of the process

Worked with Sutherland Global Services from Dec 2003 to July 2013

Designation: Sr. Specialist-Quality (Acting Team Lead)

1. Sr. Quality Analyst – Symantec EH (Semi-technical process – global support)

● Call Monitoring for an Overall Improvement and Development of the Agents and the Process as a

Whole

● Initiate team huddles and discuss about the latest updates for the improvement of the process.

● One to one coaching/feedback session upon listening to the call.

● Side by side monitoring and effective coaching

● Play good calls and discuss upon the best practices and areas of improvement for better

implementation on calls

● Recommendations & suggestions for improvement of the process.

● Calibrate with third party Quality team in US for a better process understanding

Client call participation and publishing the minutes of meeting

● Training nesting (new) batches by explaining the Quality attributes, conducting mock calls,

playing good calls and explaining the areas of excellence/improvement and many other activities.

Conducts JMS session with the team.

● Train the team member on upselling the product. Monitor the call and coaching them on

applying sales techniques on process and communication front.

● Reports and Analysis on the demand of the process

2. India FMEA (Internal Quality)

● Was taking care of a team of six members for India FMEA - Symantec EH Chat process.

● Sending daily audit reports and findings to the program.

● Setting the daily targets to the team members based on the team strength.

● Setting the monthly incentive parameters to the team members.

● Initiate a call with the program heads on a weekly basis and share the program performs and

provide suggestions to improve the same.

● Conduct calibration sessions on a weekly basis for the team.

● Cross Audit – Audit the auditors to know the accuracy of the process.

● Taken up Green Belt training but could not complete the certification due to often change in

team mapping.

3. Sr. Quality Analyst – Symantec (Customer Support - Global Voice/Chat)

● Monitor transaction as per the prescribed guidelines and as per the sampling plan and schedule.

● Provide individual feedback to the team members & Team Lead.

● Generate and implement MIP as per the guidelines.

● Attend calibration sessions with the clients

● Conduct JMS with the team members in improvement of the process.

● Weekly call with the client for any clarification or updates on technical aspects as well as process

● Analysis is done on the DSAT received from the surveys received from the customers on a daily

basis and coach the agents on overcoming the negative feedback given by the customers, on

their surveys

● Initiate analysis based on the documentation and send the accuracy details to the team.

4. Sr. Executive – Symantec (Customer Service – Global Support Voice process)

● Was taking care of both US and UK customer as per the process guidelines.

● Meet the daily and monthly targets.

● Delivered highest number C-SAT in the team and with good Quality scores.

● Provided new ideas in the team huddle in the improvement of the team’s performance.

● Initiated to handle escalation calls and call backs.

5. Temp Check Team – DELL process (Internal Quality)

● To take up the survey with the customer about the experience with the agent.

● Schedule a call back if a customer is unhappy or if issue is not resolved and cascade the same to

the team leads.

● Sending daily consolidated report to the program heads.

6. Executive – Intuit CTG process (Customer Service – USA Voice Process)

● Handled US Customers with complete focus on Customer Satisfaction/Service.

● Delivered highest number C-SAT in the team.

Program Certification

Google AdWords - 2019

Certified Customer Service Professional 2008 - SGL

Symantec Certified QA 2010 via KS (Knowledge Space)

ITG Certified Coach - The Interpersonal Technology Group

Education

BA in English Literature – TNOU

Software knowledge

DCA - Diploma in Computer Applications.

DCH - Diploma in Computer Hardware in Tetra Software, Chennai

(Assembling, Installing & Troubleshooting)

PERSONAL PROFILE

Father’s Name : Mr. B Samuel Mathews

Nationality : Indian

Religion : Christian

Date of Birth : 14th May, 1982

Marital Status : Single

Languages : English, Tamil & Hindi (Beginner)

DECLARATION

I hereby declare that the above furnished information is true to the best of my knowledge.

Date:

Place: Chennai

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