Customer Service Sales

AJAY

KUMAR SHARMA

PERSONAL DETAILS:

AREA OF EXPERTISE:

* Revenue generation & upselling

* People Management

* Product Development

* Process Management

* Handling Stakeholders as a SPOC

EDUCATION:

Bachelor of computer Application

2008 – 2011

CAREER SUMMARY:

Energetic Business Leader with proven ability in Customer Service and Operations Management. Ensuring customer satisfaction with best of service and managing end to end business operations. Identifying risk associated and cost saving measures to maximize profitability.

10+ years relevant experience managing 30-50 customer service associates

Direct experience in Contact Center Operations for Domestic and International.

Customer Service / Sales & Marketing

Dealing with Online and Offline advertising which also includes TV & FM commercial and Digital Marketing related campaign managements.

Key Role:-

Handling team of 45 members which Includes the following department Sales (Calling and Field Sales), Services, Designer, Development professionals.

People Management - Setting objectives, Giving tasks, Identifying and anticipating the problem, Recognizing and Rewarding

Monitoring productivity and quality on a daily basis and review weekly basis

Conducting weekly team meetings to address the team requirements, client updates, client requirements, management updates etc.,

Ensuring issues that are affecting the employee’s productivity are addressed immediately.

Providing consistent training towards producing quality work

Manage client relationships at all levels within the assigned scope

Suggesting Process Improvement

Resolve customer service issues and ensure service shortfall procedures are established and implemented

Measure client satisfaction through feedback and performance measures

Presentation to the top management on the initiatives, challenges & achievements of the team on a quarterly basis.

Assessing the client feedback, evaluating areas of improvements & providing critical feedback to the associates on improvements and achieving higher customer satisfaction matrices

Leading, training and monitoring performance of the team members for maintaining excellence in operations

Owning and driving performance metrics with the team.

Project Management / BPO Operations

Result-oriented Professional with 8+years of experience in:

~ Call Centre Operations ~ Process Enhancement ~ Client Relationship Management

~ Liaison & Coordination ~ Team Management ~ Quality Management

Managing overall International BPO (Back office) Process Operation.

Monitoring daily production & agent performance to meet client SLA.

Responsible for staff development, staff planning to meet device requirement and involvement in recruitment process as required.

Providing regular performance feedback and imparting frequent coaching sessions for improved productivity.

Comfortable working in fast-paced deadline oriented environment

Good understanding of Domain, operations, Quality management and SLA Frameworks.

Associated with Sulekha.com, Chennai as Sr. Product lead

Proficient in monitoring the overall functioning of processes, identifying business need and implementing adequate measures to maximize business revenue & client satisfaction level.

Designing the product module based on business requirement.

Mapping and analyzing the client’s requirements and coordinating in developing and implementing processes in line with pre-set the guidelines

Continues monitoring the process towards the improvement on process to improvise on productivity, resources optimization and revenue generation.

Involving in creating awareness for driving the projects and process improvement strategy & methodology, ensuring maximum operational efficiency

Proficient in managing & leading teams for running successful campaigns & experience of developing procedures, product standards for businesses

Resourceful at maintaining relationship with clients to achieve quality service norms by resolving their service related critical issues

Distinction of leading and monitoring performance of the team members for maintaining excellence in delivery the product needs

Achievement oriented professional with excellent people management skills and an ability to manage change with ease.

Understanding and correctly utilizing resources provided by internal systems, departments, policies, and procedures.

Development, analysis and improvement of new strategies and procedures.

Voice of the Customer: Summarizing and providing critical analysis to be improved on quarterly review cycles.

KEY FACTORS:

Specialties

Customer Satisfaction, Client Management, Client Retention, Product Enhancement, Process Improvement, Online Ad sales, Campaign Management, Revenue Generation.

Domains Worked

Operations, Online Ad sales

Industries Worked

E-Commerce, Digital Ad Sales

Employers

Sulekha.com, Vectone Mobile, IBC Tamil

Geographies Worked

United States, Canada, European Countries, PAN India

IT Skills

MS Office, HTML, Graphic Design

Team Size Handled

30-50

Open to Travel

As per requirement

CORE SKILL:

CAREER TIMELINE:

IBC Tamil Vectone Mobile Pvt Ltd Sulekha.com New Media Pvt Ltd

(Oct 2018 – Jan 2020) (Jan 2018 – Sep 2018) (Jul 2008 – Nov 2017)

Customer Service Manager Product Analyst Product Manager

PROFESSIONAL EXPERIENCE:

Outbound & Inbound Calls Management:

Prioritizing and allocation of data for calling. Performance of campaign within specified TAT Resolution of Customer complaints within the agreed timeline. Ensuring that the contacted % is as per the agreed SOP. Managing the inbound call center. Calls Monitoring - Allocation of renewal and fresh leads generated in inbound.

People Management:

Identifying and implementing strategies for building team effectiveness by promoting a spirit of cooperation between team members. Recruiting and placing candidates based on requirement, training and developing new recruits on products, process and policies.

Team Management:

Lead, train & monitor the performance of team members to ensure efficiency in sales operations and meeting of individual & group targets. Create and sustain a dynamic environment that fosters development opportunities and motivating high performance amongst Team members.

Invoicing:

Invoicing – Checking billings of cases ensuring all completed requests of clients will be quoted and invoiced accurately for revenue strengthening and trending.

Client Servicing:

Responsible for fulfilling needs of premium clients for their different kind of business. Co-ordination with the clients regarding outstanding payments and renewal of the account. Setting up the client’s file on high risk if there any deviations found during the campaign tenure.

Cross Functional Coordination:

Resolving the queries of clients by doing mentoring work on floor and tech help if required… Closing of requests raised by team with regards to changes in campaign by the team coordinating with branch on case to case basis. Coordinating with cross functional teams (product development, campaign management, technical team, finance, sales, business analyst etc) with regards to daily tasks for smooth functioning of the team.

MIS Reporting:

Updating on the daily activity report to the reporting head and the branch managers. Generating MIS reports for daily activities and assigning task to the executives for the next day.

Declaration:

I Ajaykumar, hereby declare that the above mentioned information is true to the best of my knowledge.

Date: Your Sincerely,

Location: Chennai

Ajay Kumar Sharma

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