Sales Manager

*

R. PRASHANTH

Address:Plot no:**, AT Annexe *nd main road, Alwarthirunagar,Chennai-600087.

Email:*****************@*****.***, contact: +919********* Senior Hr Consultant

Hr Recruitment and Generalist

Offering overall experience of 1.1 years in HR field Core Competencies:

Hr Recruitment ~IT~ Non it recruitment~ Client Service Excellence ~Client Management ~ Coaching & Training ~ Process Improvements ~ Team Management

Functional Competencies:

Recruitment: ~Sourcing~Screening~Shortlisting Candidates~On boarding~Internal Recruitment~Staffing~ Management Business Acquisition ~Releasing offer Letter~Negotiating and fixing u p salary ~Induction~Training and development~Employee welfare~Hr operations~Exit formalities. Hr Generalist:Taking care of Internal recruitment and Generalist activities. SUMMARY

Having 12+ years of well-honed experience in business process outsourcing industry with expertise in Customer service, Client excellence,Sales, Leads generation and Exception Management for Retail Banking Products & Process. Proficient in handling customer outbound & inbound calls for customer service and cross selling of products

In-depth knowledge of Retail banking products, having exposure to the end to end process of Credit/Debit card, Personal and Mortgage loans, Insurance Highly motivated, enthusiastic & thorough professional, with proven correctness & credibility in congruence with capabilities of working on own initiative with a systematic approach & a single-minded dedication towards the task at hand. PROFESSIONAL EXPERIENCE

Senior Hr Consultant (Golden Opportunities Pvt Ltd)- Sep 2020 tilldate.)(Looking for Generalist role in hr)

Responsibilities

Duties & Responsibilities

Recruitment

Partnering with hiring project managers to determine staffing needs.

Screening resumes.

Performing in-person and phone interviews with candidates. 2

Shortlisting candidates for Next Level of Interview.

Negotiating and fixing up salary for new recruits.

Releasing offer letter after negotiating.

Responsible for end to end On-boarding process.

Conduction Induction for new joiners

Administering appropriate company assessments.

Performing reference and background checks.

Making recommendations to company hiring managers..

Act as a point of contact and build influential candidate relationships during the selection process.

Collaborate with managers to identify future hiring needs

Following up on the interview process status.

Maintaining relationships with both internal and external clients to ensure staffing goals are achieved.

Communicating employer information and benefits during screening process.

Taking care of Exit formalities.

Training & Development

Assisting in Training Needs Analysis.

Coordinating orientation program and seminars.

Training the new joinees on how to use software Hirecraft and also about sourcing and scheduling interviews.

Employee welfare

Organizing activities to foster healthy relationship among staff.

Taking care of Event Management and game activities during anniversary celebrations.

Conducting Games on weekly basis to release the stress of the employees. HR Operations

Provide support to employees in various HR related topics such as leaves, compensation etc. and resolve issues and problems.

Taking care of employees Grievances if any

Coordination with the employees to understand their comfortability in the current organization.

3

HR Executive (Reset hr services)-(Acting Team leader)-October 2019 till May 2020.

Responsibilities

Managing a Team of 5 Members

Talent Acquisition team management

Identifying and selecting recruiting team members

Tracking team metrics and working with the team to ensure team objectives are met

Performing staffing review, yearly performance reviews, performance management and growths plans development

Assist in developing diversity plans for recruiting team

Compliance

Ensure team coordinates and administers the recruiting process in accordance with policies to ensure regulatory compliance

Client Handling

Recruitment and sourcing right candidates for right jobs and matching according to the needs of the vendors by matching the skill set of the candidate.

Training

Train and evaluate team knowledge level and application of interviewing techniques and assessment tools

Help define and conduct interview training and techniques

Tracking the candidates for interviews and also coordinating with the vendors for feedback status.

Incharge from sourcing till joinee of a candidate. Deputy Manager (Call Center Operations-Unit head COMPUTER AGE MANAGEMENT SERVICES LTD-JUNE 2017-JULY2018.

Responsibilities

Handling a team of 80 members with 5 team leaders and 3 Assistant managers across locations Mumbai,Delhi and Chennai with regard to customer service for Mutual fund Operations.

Interacting with Client to make any necessary changes if required with regards to addition of agents or additional features if required for daily operations

Process Improvement,suggestions and feedbacks shared to the client for continous business growth.

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Staff motivation conducted on monthly basis to motivate the staff for better results

Sharing Daily reports to client with regards to the agents performance on daily basis

Monthly reports prepared and sent with regards to productivity absenteeisms call abandon percentage

Incharge of Inbound and few outbound Campaigns

Conducting Training on Daily basis to ensure all agents are well versed in the process and are updated with it

Monthly HLC (High level committee meeting) is conducted with client to share the feedbacks and also for updates for any process change

Quarterly meeting is conducted with Clients to Show the presentations with regards to callcenter operations

Monitoring 5 calls of agents on daily basis and sharing feedbacks to agents to maintain the quality score

Monitoring random live calls and barging and sharing feedback to the agents and correcting errors if any in the call itself.

Coordinating with back office team for any pending cases and monitoring the workflow for each case maintained by the agents

Managing and interacting with different departments like technical,backoffice through emails and telephonic conversations

Maintaining the overall process with regards to

Absenteeism,Attrition,Productivity of agents and also managing abandon percentage and daily breaks of agents

Assigning of tasks and delegation of work to Assistant manager and team leaders on daily basis

Responsible for entire locations day to day management activities

Conducting huddles with the team location wise as and when required with regards to daily metrics and new process update.

Responsible for coordinating with Technology team if any issues with regards to calls not landing or any technical issue which hinder the day to day activities

Monthly review of agents performance and sharing the feedbacks to make them understand their KRAS and where they are upto.

Client satisfaction and management

Handling escalation calls and appreciation calls if required if the customer wants to speak to the Head of operations.

Coordinating with Softskills team and ensuring that weekly softskills training are conducted to agents on topics like Empathy,Sympathy,Proper greeting etc. 5

Rewards and recognitions are provided to the agents on quarterly basis based on their daily metrics.

Staff Management.

Recruiting candidates as and when required by the client based on the call volumes.

Achievements:

Was Awarded as Top performer for the Month of December 2017,January and April 2018 with regards to Absenteeisms,Productivity, Maintaining the abandon

% to 2 .

Completed Nism Certification 5A

Assistant Manager (Call Center Operations-Unit head-CREDIT MANTRI- OCTOBER 2015 TILL May 8th 2017)

Handling a teamleader and a team of 15 telesales executives with 7 members Inhouse team and 8 Members with outsourced Project for outbound calling.

Vendor Management.

Responsible for achieving the targets based on number of leads generated on that particular day.

Responsible for revenue generation.

Tracking the Queue on daily basis analyzing the trend of inflows and bases of leads like sellable and nonsaleable leads and helping the telecallers to achieve the target.

Analysing the Cibil reports and guiding the telecallers to speak accordingly.

Recruiting new agents,training them and monitoring their performance on daily basis.

Conducting huddle session on daily basis to find out the gaps and training on how to over come the gaps.

Analysing the trend of calling of each callers based on their fups,number of calls made and PTP (Promise to Pay customers)

Analysing based on the fups and leads on daily basis the percentage of conversions that would be for the day.

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Handling escalated calls when customers feel that they want to speak to a manager and not satisfied on the service and also giving feedbacks to telecallers on regular basis.

Call monitoring on a weekly basis and finding out the gaps of the telecallers and highlighting to the respective training team.

In case of any Bugs in the CRM like customer mobile number column missing highlighting to the tech team.

Reviewing the teams performance on Quarterly basis with each individual

Hourly tracking of Sales numbers and conversions based on the MIS generated

Motivating the team to achieve the numbers based on incentives

Planning for monthly incentives after discussion with Manager

Training on aspects of sales and customer centric approach

Training the telecallers on call quality by providing feedback to the agents.

Daily maintainance of Attendance of each telecallers Achievements

Have increased the revenue from 2 lakhs to 16 lakhs in a years time

Chosen as best performer for achieving more than the target for the period October to November 2016.

SALES MANAGER-HDFCBANK (PERSONAL LOANS) (APRIL 2015 –OCTOBER 2015)

Handling a team of 12 telesales executives

Handling a team of 15 field sales executives for collection of documents for processing personal loan

Responsible for driving sales right from document collection for personal loans till loan is disbursed into customers account.

Tracking of document collections by field sales executives.

Monitoring the team through reports to check their over all performance on a daily basis

Conducting team meeting on daily basis to reiterate their targets.

Recuritment of telesales executives and field sales executives

Tracking leads on hourly basis and coordinating with credit team to check if the profile is decisioned and approved.

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Coordination with credit managers for approval.

Coordinating with ops team and operation manager for disbursement of loan.

Assisting training and mentoring of telecallers and field sales executives

Reviewing the performance of telecallers on a monthly basis

Maintenance of leads in excel format for tracking the status.

Regular feedback on call quality and customer handling skills on daily basis based on reports from Quality team.

Providing the status to telecallers to inform the customer if the file is approved or rejected.

Generation of leads through referrals.

Coordination of various teams like quality,credit and operations and Risk intelligence team for smooth functioning of business.

Solving queries and handling escalated calls of customers.

Providing solutions for various problems faced on day to day situations.

Sending mails using lotus notes to various departments for solving customers issues.

Analyzing market competitiveness and providing solutions for business Improvement.

QWIKI NET PVT LTD

TEAM LEADER (OUTBOUND SALES) July 2nd 2014 –APRIL 2015

Drive Sales, Service and Quality from a team of 10Agents to assist customer who visit the trading site and convert the lead into sale and help them making a payment online over the phone.

Conduct Morning & Evening meetings on a daily basis with the team to provide inputs and updates.

Prepare monthly roaster for the team planning the daily manpower availability on floor.

Maintaining the daily attendance of the agents and also closely monitoring the login and logout timings.

Set Monthly/Weekly/Daily targets for the team & design a sales plan to achieve the same.

Drive the team towards achieving their incentive Structure & plan other Reward

& Recognition activities to keep the team highly motivated.

Closely monitor the floor matrix like number of response time, dial outs, Contacts, conversions, etc affecting the sales funnel.

Closely co-ordinate with the quality team to improve the call quality metrics.

Generation of sales reports on a daily basis.

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Control of absentism attrition and also closely coordinating with the Director.

Discussing the monthly performance plans of the agents.

Mentoring and coaching the new agents.

Provide ideas and inputs on continuous process improvement.

Identify relevant training needs of agents & ensure effective implementation.

Handling escalation calls whenever required effectively.

To identify potential customers, create and close new business opportunities in line with the strategic direction of the company.

Interacting with clients for continous process improvement. CITIBANK N.A., CHENNAI November 2010 –July 1st 2014 SENIOR CUSTOMERASSOCIATE IN INBOUND RETAIL BANKING OPERATIONS

Acting Team leader, managing a team of 6 agents to ensure individual agents are performing against targets, reviewing their performance and coaching/training

Generation of Leads across different banking products and identifying based on the needs of the customers

Client query management by setting log through the service log system

Exception Management on customer queries, customer escalation management

Liaison with retail branch on customer complaints and feedback

Cross selling of insurances, personal loans, home loans and other products

Advise customers on issues pertaining to product and services

Review of integrated talks between customers and departments

Solving customers complaints and analyzing the feedbacks of the customers

Guiding the team for generation of leads and motivating them for achieving the targets

Providing process improvement and solutions from the business point of view

Joint calibration sessions held with clients to improve upon the process

Giving suggestion from business point of view based on customers feedback

Sending emails to the concerned departments to find out the resolution based on customers query

Maintaining the AHT and call Quality by analyzing the customers issues quickly and empathizing the customers

PERSONAL LOAN OUT BOUND SALES SPECIALIST FROM SEPTEMBER 2013

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Fixing of appointment for PL loan for customers through leads generated through inbound channel and also through transfer calls from the vdn desk and click to call and IVR options.

Logging on to ALPS software to log in the application to check the status.

Liason with relationship manager for loan processing and document collection

Generation and tracking of daily MIS report.

To have coordination with Dsa agents for document collection for personal loan processing.

Cibil checks done to know the status of personal loan application through alps software.

Handling the team with regards to Personal loan sales process and ensuring weekly and monthly targets are achieved.

Key Achievements

Winner of “Sales superstar” for the month of November 2011,January to May2012.

Consistent Sales performer by generation of maximum Leads with good conversions for 2011 and 2012.

Assisted my team in generation of Leads and also helped in sharing the techniques of cross selling

Taken additional responsibilities during my team leaders absence with regards to Leadgeneration.

ALLSEC TECHNOLOGY SOLUTIONS, CHENNAI Mar 2007 - Mar 2010 SENIOR TRANSACTION MONITORING OFFICER

Troubleshooting and monitoring recorded calls of DELL Agents from U.S

Handling sales call and quote calls and responsible for data quality

Setting parameters for clients through Qfinitisoftware

Quality Control on language, accent, call handling and communication skills

Joint calibration of Calls along with the clients on a weekly basis. Key Achievements

Awarded as “Top Performer” for ‘Quality and Production’ in the month of September 2008.

SLASH SUPPORT PVT LTD, CHENNAI Feb 2006-Dec 2006

TECHNICAL SUPPORT ENGINEER

Troubleshooting customer issues related to networking, modems and routers

Providing expert solutions and technical assistance

Consistently met standards in productivity and call quality

Handling escalated calls at times when required

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Key Achievements

Awarded as “The Best Performer” for the 2nd Quarter 2006 EDUCATIONAL &PERSONAL DETAILS

MBA in Human Resources, 2009

Alagappa University, Tamil Nadu

Bachelor of Commerce, 2002

D.G Vaishnav College, Chennai – University of Madras Advanced Diploma in Multimedia – ADIM, 2004

Arena Multimedia, Chennai

Date of Birth:06.06.1981

Marital Status:Married

Language Proficiency: English, Hindi, Tamil

Interests:Sports,Movies,Music.

Passport No:F8789431

References: Available on request

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