Sales Digital Marketing

Patrick Francis D’Cruz

Mobile: +919*********

Email: **************@*****.***

P R O F I L E

Focused, results-oriented professional with more than Seventeen years of experience in progressively responsible positions including management of teams. Customer-service oriented with proven ability to provide team-spirited leadership for maximum productivity. Skilled at communicating effectively to attain company goals. Proficient in developing and implementing training programs with a high degree of energy and enthusiasm. Competencies include:

• Supervision, training, and career coaching Multi-tasking/workload management

• Creation/delivery of reports and presentations Research and analysis

• Issue resolution Negotiations

• An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer & Clients loyalty

• Strategic-relationship/ partnership-building skills, Listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and achieve win-win outcomes

• Proficient in using LinkedIn for the companies outbound sales initiatives H I G H L I G H T S

• Team player • Sales leader • Driven and decisive • Management Experience

• Strategic Thinking • Analytical mindset • Lead Generation • Superior Communicator

• Motivation • Facilitator • New Business Development • Resourceful

• Successful Sales Strategies • Confidence • Superior Client Relations • Delegation

• Intelligence • Project management • Successful Cold Call Percentage • Competitive

• Superior Client Relations • Business Strategy • Sales Management • Tough Conversations E X P E R I E N C E

GNB Tech Software Solutions Pvt Ltd, Chennai Mar 2019 – June 2020 Team Manager – Sales (SaaS - Software as a Service): Manage, train, and develop a sales Callers for Appointments and Sales. Building and maintaining relationships with the clients to develop Business.

• Trained and mentored over 20 sales reps, Successful in guiding sales team to close numerous key accounts

• Developed training strategy to improve deficiencies within the team

• Took a "bottom 2" out of 20 sales teams to #2 in the office within 3 months

• Collaborated with other managers through team building and strategic planning to increase sales results

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

• Excel in mentoring, coaching and people management skills

• Provided superior customer relations with proven ability to diffuse angry customers and accurately assess customer needs

• Manage day-to-day operations

• Welcome objections as an opportunity to share product knowledge and expertise

• Focus on helping the customer achieve goals; identify and promote products that will fill unique application requirements, provide needs resolution

Auzmor, Chennai May 2017 – Mar 2019

Team Leader – Sales (SaaS - Software as a Service):

• Analyzes current training practices and makes recommendations to improve the delivery of learning to departments

• Provides ongoing feedback and development to staff utilizing multiple evaluation techniques. Establishes performance goals and reviews performance

• Creates an environment oriented to trust, open communication, creative thinking, and cohesive team effort

• Develops, documents, and maintains standard operating procedures, best practices, and guidelines for the LMS (Learning Management System) & Contents

• Facilitates problem-solving and collaboration, strive for team consensus and win-win agreements, ensures discussions and decisions lead toward closure, and maintains healthy group dynamics

• Models leadership in developing people; supports continuous learning and staff development that enhances performance

• Communicate and manage project plans/course development with any and internal support functions

• Successful in guiding the sales team to close numerous key accounts

• Created, developed and implemented all recognition programs, contests, events, and incentives on a daily, monthly and quarterly basis

• Work closely with the sales organization to create easier hand-off between prospects and sales opportunities

• Initiate the sales process from cold call to a delivered signed contract

• Proficient in using LinkedIn for the companies outbound sales initiatives Merit Software Service (P) Ltd, Chennai Jan 2013 – Apr 2017 Team Leader:

• Directed team of 20 CSRs to exceed service expectations

• Initiated actions to ensure optimal response times and service levels; handled escalated matters

• Analyzed team and individual statistics; prepared reports; devised and implemented incentive programs to improve stats while maintaining QA

• Provided performance coaching and implemented strategies for career development

• Trained team and peer supervisors on new products and policies

• Provided solutions to software and routine problems (Salesforce)

• The SWAT team concept implemented to complete complex issues

• Managed a high-volume workload within a deadline-driven environment. (speed, accuracy, volume)

• Received the award for Best Team Leader by Client for 2014 (Glenigan, UK) Yesso Global Services, Chennai Jul 2009 – Oct 2012 Team Manager:

Australian process Selling travel packages (Sales), outbound call center, dialing Australia for the discounted holiday packages, UK process dealing with consumer survey & Insulation, US process dealing with Verizon connection packages.

• Selected to develop peak-performing sales teams, focused on achieving company goals and exceeding customer expectations for a hospitality company based in Australia

• Identified and implemented processes and sales improvement initiatives to increase performance and quotas

• Developed and implemented innovate sales, marketing, and customer service strategies resulted in increased profit margins by 150%

• Motivated and inspired teams to achieve greater than 35% of standard quotas resulted in winning "Sales Team Of The Year 2011"

• Designed and led employee empowerment and incentive programs retaining sales associates by 100% for 3 consecutive years

• Maintained sales team statistics and work schedules for 20 employees, while training and coaching new and existing sales associates in sales techniques, dealing with difficult customers, and troubleshooting various problems

Sitel India Limited, Chennai Nov 2006 – Jul 2009

Customer Service Professional (Senior Executive):

Handled technical and non-technical INBOUND calls, analyzed the end user's issues with high-speed internet connection for troubleshooting various Computers, Printers, Modems and Routers related issues working for Bell Sympatico & Dell on Call.

• Diagnosed and resolved technical hardware and software issues involving internet connectivity, emails, Software, Hardware, 3rd party applications, etc

• Provided answers to clients by identifying problems, researching answers and guiding clients through corrective steps

• Handled trouble tickets with support interventions for urgent issues

• Identified and escalated priority issues per client specifications

• Performed PC Tune-Up's, Antivirus and Hard drive backup package installation

• Entered and updated trouble tickets for customers with technical issues

• Assisted upper management in creating new policy and procedures

• Provided suggestions regarding increasing technical support productivity

• Mentored and trained new representatives

Customer Value Management Pvt Ltd, Chennai Jan 2003 – Oct 2006 Customer Service Delivery Manager:

Tele calling customers along with service courtesy calls to customers Customer along with cross-selling banking products handled a team of 4 members and was responsible:

• Marketing of Car loans, personal loans and housing loans on behalf of Standard Chartered Bank

• Guiding & training the team on Tele calling clients

• Was assigned quarterly targets of Rs 45 Lakhs and the team always achieved the targets

• Resolved complaints that came from customers and ensure that logical closure to those complaints was provided by the Bank

E D U C A T I O N

Machinist (Mechanical ), St. Joseph Technical, Chennai 600-***-**** Advanced Diploma in Computer Application, St. Joseph Technical, Chennai 600-***-**** Apprenticeship (NCVT), Bharat Heavy Electricals Limited. (B.H.E.L) Trichy 2003 Management Development Program (MDP Certification, UK), Chennai 2015 Six Sigma White Belt, Chennai 2020

Sales Strategies Certificate, Chennai 2020

Digital Marketing Certification (Pursuing), Chennai 2020 P E R S O N A L D E T A I L S

Date of Birth 18th Oct 1979

Hobbies Playing Cricket

Nationality Indian

R E F E R E N C E S

References available on request

Contact this candidate