Sales Manager

Renuka Diwanka

*** ******** ******, *** #**, 402-***-****

Kearny, NJ 07032 *********@*****.***

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Career Objective

Devoted and energetic student looking for an opportunity who firmly believe in “can do” work ethics and has a proven track record as an Assistant Manager. Determined to work in a fast-paced environment without compromising high standards.

Education

Master of Business Administration (HR) March 2019 – Current Goldey-Beacom College

Post Graduate Diploma in Customer Relationship Management (PGDCRM) June 2010 – June 2012 Symbiosis Center for Distance Learning, India

Bachelor of Commerce (B. Com) March 2001 – March 2004 University of Amravati, India

Work Experience

Assistant Manager/Sr-Specialist March 2010 – June 2011 Mobile TeleSystems India – Pune, India

• Assisted the Manager in planning and execution of day to day operational duties

• Proactively developed and build a relationship with all staff members and identified staff training needs

• Managed promotional and seasonal merchandise and supported with sales advice

• Ensured all safety guidelines and procedures are maintained and implemented according to standard operating procedures.

• Audited authorized service centers, brand outlets, and retail outlets and ensured complaints resolution is within the turnaround time (TAT)

• Organized and maintained profiles of a loyal customer base by building a long-term relationship between client and company

Specialist-Trainer November 2009 – February 2010

Aegis Global Ltd – Pune, India

• Administered and trained 7 batches/month on Airtel product and systems in conjunction with communicating client requirements to the team

• Resolved escalated calls of customer issues and generated weekly reports to process the feedback to managers

• Assisted in developing major corporate clients including recruiting, training and managing the staff.

Franchise Coordinator October 2006 – October 2009

Idea Cellular Ltd – Pune, India

• Monitored and ensured all brand audits are completed and field

• Managed and generate progress reports, franchise agreements, and amendments and ensured all signed agreements are forwarded to concern departments Renuka Diwanka

883 Schuyler Avenue, Apt #21, 402-***-****

Kearny, NJ 07032 *********@*****.***

2 P a g e

• Coordinated franchise lease submission and compliance including local marketing plans and audited them for safety inspections being followed

• Follow-ups of franchise web complains were addressed and new channel partners were screened and tracked for a submitted progress report.

• Procured new postpaid and prepaid connections through channel partners

• 96% of targets were achieved for 0-60 days of collection cases

• Trained staff on CISCO BSCS system, i-care systems, CRM, MINSAT and ISMS for retention, collection, and services

• Responsible for the franchisee, dealers, and distributors of the zone to analyze churn data, by determining the reasons why customers churn or port out, patterns and not to exceed more than 1.5% churn monthly

• Supervised inventory for prepaid cards, postpaid cards, to get desired sales and services

• Developed business by promoting special offers to institution, malls, hospitals and other local businesses

• Supported billing systems in dunning cases for collection and delivered exemplary service for ensuring high levels of customer satisfaction

• Maintained the strike rate and quality of I-care performance inclusive of requests and complaints Customer Service Representative August 2003 – September 2006 Idea Franchise- Akola, India

• Generated new and repeated offers by providing product information to customers

• Determined customer requirements, expectations and recommend products based on cost, availability or specifications

• Processed accurately customer transactions of billings and activations

• Increased sales and service through cross-selling, up-selling, add-on sales and offering promotional sales items

• Managed time effectively, met personal goals and worked effectively with other members of the sales and service team

Special Assignments/Achievements

• Recorded highest ‘login figure’ for all over ‘Vidarbha’ region, Maharashtra, India

• Awarded as “Excellent Performance for Retentions” – 2006

• Ranked 1st for Value Added Service (VAS) during October 2005 – November 2005

• Certified as CRM Quality Trainer for franchise agents and trained 40+ agents within 3 days. Training included new and existing customer details, service- request complaints, and sales

• Maintained consistency in retention by keeping the churn less 1.5%

• Monthly collection target was maintained above 96%

• Awarded ‘spot retention’ of the year 2009

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