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Sales Customer Service, Presentation Skill development

Location:
Lucknow, Uttar Pradesh, India
Posted:
May 11, 2020

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Resume:

Commerce Graduate& Project Management.

Data Analysis, People Management, Risk Underwriting, Training & Development, Process Auditing

& Enhancement, Customer Service,Sales, Recruitment, Office Management Objective

To work with an organization which has a major KPI of profitability, growth, customer and employee satisfaction, and I can utilize my learning’s, management skills, training and dedication to achieve the organizational goals. Spoke locations Coordinator, Relationship Coordinator; Team Handling; Trainer, Admin and Operations More than 19 years of my working covers the major part of Functional expertise in handling back office operations, streamlining processes/systems for improving service delivery & enhancing customer satisfaction with the help of my team. Companies like GE, Convergys,ICICI Prudential helped me to focus and understand the target of the business and its accomplishment. I had a great experience and learning to understand the requirements of internal and external customers from different parts of India,US and Canada, and then exploring the ways for a process to provide keeping the boundary lines set by my organization. My most important experience was to manage my day today activities keeping the target of my organization and fulfilling it within the timelines. Have been a trainer both at in house and for external clients like bankers of PNB(Punjab National Bank); Hyundai & Nissan dealer sales force for Self development, Product training and enhancing customer service. The experience with Insurance industry with growth as a Team Leader (Operations) gave me a rich experience to understand the operational and team management, more to understand the value of time management, mentoring team members, decision-making, analyzing & monitoring processes time-to- time, and implementing plans for achieving core organizational goals. Have been a freelancer auditor for companies for operational and mystery audits i.e.Dell stores,BMW,Audi,ITC,Bajaj Fin.,Samsung,RelianceDigital,F&B Big Bazar ; Tanishq etc.

Experience:

A)September 2019-Till Date

Training & Development. Sales Trainer Sales Trainer Organization: Strategic Learning Services Pvt. Ltd. B)March 2013-Till September 2019 (U.P.)

Training & Development. Sales Trainer. Organization: Premier Car Sales. C)August 2012-January 2013. Lucknow(U.P.)

Training & Development. Freelancer Corporate Trainer. Organization:Vista Business Consulting. D)May 2008-April 2012. Lucknow(U.P.)

Branch Operations & Admin. Leader Operations. Organization:AegonReligare Life. E)August 2006-May 2008.Lucknow(U.P.)

Branch Operations & Admin. Process Leader. Organization: ICICI Prudential Life Insurance. F)September 2004-August 2006.Gurugram(Haryana)

Operations. Risk Analysis &FPnA. Fraud Underwriter & Financial Analyst. Organization: GE Capitals.(Genpact) G)September 2002-August 2006.Gurugram(Haryana)

Operations.Customer Service & Credit Analyst. Organization:Convergys Service India. H)July2000 - Aug 2002

Sales. Team Leader. Organization:ICICI Home Loans (DSA) Anurag Sharma.

Flat No.2 Arunachalam Appartments,5 ClaySquare.Lucknow-226001 adc54q@r.postjobfree.com. Contact no:904-***-**** & 933-***-**** Educational Details.

Sr

no.

Institution Board Year

1 B.Com. Canning College LucknowUniversity 2000

2 XIIth M.V.M.College C.B.S.E. 1997

3 Xth St. Francis

College

I.C.S.E. 1995

4

EMBA

(Project Management)

Eastern Institute

for Integrated

Learning in

Management

2012

Personal Details:

Marital Status: Married. Father: Lawyer.

A)Strategic Learning Services (Sales Trainer)

A Sales & CS Trainer for Pilot Batch of Bajaj Auto Lucknow-Central.

A part of Bajaj Auto Dealer development Sales Training Pilot batch. Trained over 150 employees.

#Providing & Arranging for cross functional trainings.

#Handling of in house trainings on specific modules for Sales Consultants, Team Leaders & ASMs.

#Take a close day to day activities by mystery shopping and OJT. B)Premier Car Sales (Training and Development)

A trainer for Sales and Customer Service Team.(Dealer-Hyundai)

#A part of sales recruiting team.

#Analysis of employees through test and training modules and developing other training modules for enhancing skills, motivation and customer need analysis.

#Active participation between HR, Sales Managers and Directors to provide them feedback on development & development areas for SSI scores and improving sales performance.

#Providing & Arranging for cross functional trainings.

#Handling of in house trainings on specific modules for Sales Consultants, Team Leaders & ASMs.

#Active participation in customer meet, with presentations and discussion forum.

#Taking care of SSI(A customer satisfaction survey) scores and training cs and sales team.

#Preparing of SOPs.

#Taking care of candidates of internship in terms of coaching & arranging for inter departmental workshops etc. My Responsibilities Includes:

1)Conducting Soft Skills, Product & Process Training both classroom and OJT. 2)Recruitment first-Line Sales Consultants and TLs. 3)Monitor sales objectives and results, understanding the gap and helping in achieving the desired targets. 4) Conducting Induction training workshop.

5)Data Analysis regarding Sale & Lost Sales.

6)Performance monitoring & development with the help of HR & SM. 7)Conducting Customer Service training workshop.

Training Attended.

#Leve1 & Level 2,Sales Managers, by (idea 7 Sewells)Hyundai India Motors Ltd.(including SSI)

#Skill enhancement workshop for Sales consultants,Team Leaders & Sales Managers.

#People management workshop for T.L’s and SM’s.(Rathyon)SLS India &Sewell’s Group.

#From Hover Automotive India.(Rathyon)SLS India.

(March 18th’2013 till September 2019)

C) Vistas Bc.(Business Consulting).(Corp.-Trainer)A Banc assurance. As free lancer trainer for PNB(Punjab National Bank) and Met Life Life Insurance. A professional trainer for a video based training program.

#Involvement in training to new hires and skill training to team members including higher authorities of AGM level.

#Trained on banker to for customer service & Product training.

#Conducted training of orientation for Met life life Insurance to bankers for branch in branch concept.

#Training also includes product briefing and need analysis.

#Conducted training for new hires operational management of pilot batch.

(August 2012 till January'13)

D)Aegon Religare Life Insurance Co. Ltd.:(Team Leader; Operations) A joint venture between AEGON,Dutch Life insurance Co. a leader in Pension Plan Player & Asset Management and Religare Indian leading Financial Consultant and Stock Broking (Former Ranbaxy concern).

Has been a part of this branch since phase1 till date. Have initiated the actual process laid by organization for better customer service.

#Managing Functional Admin activities with the Branch Head(Sales) of the branch.

#Final level of Scrutinizing of proposal forms.

# Implementing smooth processing of scanning proposals at branch level.

#One point of contact between the Sales and Central HO team.

#Providing product and customer service Training to sales and Corporate Partners.

#Managing my team to complete the activities with accuracy and in desired TAT.

#Handling Customer complaints and its resolution within TAT.

#One point of contact between my zonal Head and Sales.

#Implemented cash process at branch for better customer service.

#Preparing SOP's for branch and periodically analysis of process and its amendment. The whole activity includes a lot of responsibilities and getting the work completed in a desired TAT. Reward:Appreciation Certificate from Directors of Business Alliance and Agency Development for successfully launching of branch contest and business process.

(Lucknow;May08 till April 2012)

E) ICICI PRUDENTIAL Life Insurance Co. Ltd.(Promoted as Process Leader;Operations). ICICI Bank Pvt. Ltd. Co. a leading private banks of India and a Prudential a UK based Insurance Co.

#As a underwriter with a SA amount of 20lac of case size.

# Responsibility as a Spoke Manager i.e managing 4 different rural branches.

#Managing a coordination between my team & sales force to complete the work within a given TAT.

# Responsible for reconciliation of premium collections from different locations.

#Implemented cash process at different spoke locations for better customer service.

# Maintaining dash boards for different locations and analyzing of the spill overs and issuance.

#Guidance and Periodic reviews of the team as per the organizational goal.

#Additional responsibility:Relationship Coordinator for Elite Business partners for Haldwani, Bareilly,Allahbad and Lucknow.

#Providing product and customer service Training to sales and Corporate Partners. (icicipru work ex contd…) The whole activity includes maintaining a coordination between my team and managing to get the work done in the desired TAT. Reward:Got a best spoke managing person “HOWZZAT” award. Luck now(August 2006 to May 2008).

F)GE Capital International Services (GENPACT).Process Associate. A pioneer and father of Indian BPO with a business of mostly GE groups managing there almost 320 process. 1)Fraud Underwriter GE card services.

#Verifying of business proposals and analyzing a fraud suspected cases of customers.

#In team trainer.

#Interaction with customers from US and Canada and giving a resolution for their problems.

#Managing supervisory calls for high value customers. 2)Financial Analyst

(Project GE Industrial Systems)

#Analyzing of financial data from Cognos and Business Object.

#Preparing of Profitability report for different operational departments.

#Interaction with different operational departments, for analyzing the achievements and set objectives.

#Analyzing of defects occurring in the data wear house at finance level and at client level..

#Finding out the solution to minimize the defects.

#Preparing of SOP's (Statement of Process)

#Interacting with different departments like finance IT for providing solutions related to financial reports. The job responsibility includes analyzing the defects an finding out the solution to reduce the defects. Reward:Recognition certificate for successful migration of Risk Process from Gurgaon to Hyderabad. Gurgaon(September 2004 to August 2006).

G)Convergys Service India Pvt. Ltd.

1) Worked as Customer Care Officer for AT&T(American Telegraph &Telecommunications)

#Interaction with customer of United States and Canada and providing solutions on their billing Issues.

#Included up selling for long distance and local service. 2) Promoted as Credit Analyst for AT&T billingservice.

#Analyzing the credit issued by customer care reps, and taking decision to approve or decline the same on the basis of credibility process.

#Providing feedback to customer care reps taking training sessions for the improvement of site level. Was certified for Soft Skills training.

Gurgaon (Sep 2002 to Sep 2004).

H)ICICI (HomeLoans)DSA.

Major responsibility as Business Development Executive & Team Leader was to generate business as per the set targets.

#Analyzing the need of customer and deciding the eligibility of loan amount.

#Active participation in company's promotional offers. To achieve monthly targets of numbers and value collection of both core and cross sell products. Lucknow(July2000 to Aug 2002)



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