Operations & Sales Excellence Leader
Resume:
Jaipur, Rajasthan
******.*******@*****.***
https://www.linkedin.com/in/nikhilsarolia
Skills
Sales Operations Strategy &
Enablement
Customer Service Delivery & SLA
Management
BPO Multi-Channel (Voice, Chat,
Email,Outbound, Inbound)
Process Optimisation & Workflow
Redesign
Team Leadership & Multi-Site/Shift
Management
Client Relationship & Stakeholder
Management
Data Analytics & Performance
Monitoring
Change Management & Operational
Scalability
Budgeting, Cost Control & Profitability
Languages
English
Hindi
May-2023 -
May-2024
Sep-2017 -
Feb-2023
Jun-2014 -
Jul-2017
NIKHIL SAROLIA
Objective
Operations & Sales Excellence Leader Seasoned Operations Manager with over 20 years of progressive experience in the BPO industry, specialising in sales and customer-service operations. Proven track record in driving operational strategy, enhancing multi-channel performance, optimising workflows, improving KPIs and building high-performing teams. Adept at scaling processes, integrating sales-enablement and customer-engagement frameworks, and leading large-scale multi-site operations for enhanced growth and service excellence.
Experience
FREED
Sales and Growth Manager
Led sales and operational strategy for multi-channel operations to drive growth and performance.
Developed scalable processes integrating sales-enablement and customer-engagement functions.
Fostered cross-functional collaboration between sales, service, and operations to meet targets.
MattsenKumar LLC
Operations Manager
Directed large-scale BPO operations delivering customer service and sales excellence.
Achieved a 25% improvement in service-delivery KPIs through workflow optimisation and data analytics.
Managed operational performance across teams, driving continuous improvement and productivity.
Triveni Solutions Ltd
Founder & Business Head
Launched and scaled outbound sales campaigns for
international clients.
Recruited, trained and mentored teams to achieve
aggressive growth targets.
Developed business head-count, processes and
performance frameworks from scratch.
Nov-2012 -
Jun-2014
May-2011 -
Dec-2011
May-2006 -
Sep-2009
Sep-2003 -
Mar-2005
2003
Craftech BPO
Business Head
Oversaw multi-geo outbound campaigns with focus on profitability and service excellence.
Enhanced client-retention through proactive engagement and data-backed strategy refinement.
Teleperformance
Trainer
Delivered structured product and soft-skills training to drive customer satisfaction and service quality.
Genpact
Process Trainer/ Process Developer
Led onboarding and process training for mortgage
operations, ensuring compliance and productivity standards. Connectrons
Outbound Sales Representative
Leading operations for a cold calling business in UK and Canada ( Rogers Canada, Carphone Warehouse).
Education
Bikaner University
B.Sc. in Mathematics, Physics and Chemistry
CERTIFICATIONS
Lean/Six Sigma Certified
Facilitator Skills Certification
Effective Time Management
Conflict Management
Mortgage Banker's Association- US/Australia
Business Process Management
Consumer Behaviour
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