Sep 2020 – Jul 2022 · 1 yr 10 mos · India

• Accountable for overall Revenue for the State.
• Expansion of Team (BDM) across the state.
• New Business acquisition (Association/ Establishment/ Groups/ Retail).
• Training new joinees and leading them from front.

Feb 2018 – Sep 2020 · 2 yrs 7 mos · Bangalore

•  New Business Ventures (New Association with Schools & PU Colleges)
•  Handling a team of Counsellors & Managers (Institutional Relations).
•  Responsible for the overall Revenue generation & Increase Admission for individual Campus.
•  Yearly Event Calendar – Business Promotion.
•  To plan and implement local sales promotion at School Level.
•  Develop and prepare sales forecast, budget required for Marketing Activity.
•  Supervise and trains sales team to achieve sales targets.
•  Ads – Planning & getting the Ad design as per the requirement.
•  Planning & Organizing School level events conducted @ Institutions.
•  Implementation of New School Level Programs & Promotion of the same.
•  Monitoring Payment Collection.
•  Skilled in managing teams to work in sync with the corporate set parameters & motivating them for achieving targets.
• Achievements:
•  4 new associations with Schools & PU Colleges (1 School Level Programs, 3 Integrated Programs {1 Day Care & 2 Residential School & PU College}).
•  Successfully achieved in improving the revenue growth.
•  Instrumental in building Marketing team & ensuring they deliver with regular monitoring & training.

Apr 2017 – Oct 2017 · 6 mos · Bangalore

•  Responsible for the Revenue generation for South Bangalore
•  Instrumental in setting up Corporate help desk team, Call centre team & Digital marketing leads.
•  Handling a team of 4 Sales Managers, 6 Counselors & 18 Call Center & back office team.
•  To plan and implement local sales promotion in consultation with marketing.
•  Develop and prepare sales forecast, budget for the allotted area.
•  Supervise and trains sales team to achieve sales targets.
•  Acquiring and closing tie-ups with educational institutes (1 Day Care PU Program & 1 School Level Program).
•  Vendor Management – Negotiation of proposal as per cost cutting mechanism.
•  Ads – Planning & designing the ads as per requirement.
•  Planning & Organizing School level events conducted @ Institutions.
•  Skilled in managing teams to work in sync with the corporate set parameters & motivating them for achieving targets.
• Achievements:
•  Successfully achieved consistent growth of 40% annually.
•  Worked from scratch in the given region & achieved considerable revenue & met set targets.

Jan 2015 – Apr 2017 · 2 yrs 3 mos · Bangalore

•  A leading educational services provider for competitive board exams across schools and colleges in Karnataka.
•  Responsible for the sales & marketing of various educational services and leverage existing relationship within accounts.
•  Establish and maintain relationships with various Schools and colleges.
•  Responsible of meeting Student enrollment targets.
•  Work with program staff to develop and write proposals.
•  From the day one associated in marketing, planning, branding activities.
•  Handling team of counsellor's.
•  Prepare and adhere to budgets.
• Additional Responsibilities:
•  Training the New Managers - Marketing.
•  Call Centre - Transition, training & Performance Management.

Dec 2013 – Jan 2015 · 1 yr 1 mo · Bangalore

•  Leading a team of 150+ Associates, 10 TL’s.
•  Built and maintained a skilled, successful, motivated team of leaders to handle team.
•  Hiring and staffing Planning to ensure optimum resources based on fore cast planning.
•  Training, coaching, and developing the team.
•  Hosting call calibration sessions and conference calls on weekly performance with clients.
•  Conducting weekly performance review using PIP (Performance Improvement Program) sessions and charting out IDP/POA (Individual Development Plan/Plan of action) for individuals in the team.
•  Managing Metrics (Call report, ACD report and Data Analysis).
•  Drive account financials through team utilization, optimal staffing levels, schedule adherence.
•  Effectively and appropriately interface with TL’s and Agents to ensure that the organization’s policies are adhered to.
•  Analysing CSAT (Client Satisfaction) surveys and formulating plans to improve CSAT scores and also provide effective feedback based on CSAT surveys.
•  Monitoring and Evaluation of calls for Quality using CRM Software and giving effective feedback.
•  Analyse Real Time reports from CRM software.
•  Take active part along with the management in preparing the Quarterly Business Review and Monthly Business Review.
•  Ensure productivity levels are maintained as assigned of all Executives on the parameters of quality as well as quantity.
•  Understand Service Level Agreements of clients and ensure guidelines are met.
•  Ensure the reports as specified are generated.
•  Monitor Executives’ performance and identify training requirements.
•  Implement and monitor quality measures.
•  Handle staffing issues.
•  Provide all the necessary information to the team to carry out their job effectively through daily briefings.
•  Knowledge band training to be imparted to the team with the help of Manager – Operations.

Nov 2008 – Nov 2013 · 5 yrs · Bangalore

•  Leading a team of 30+ Associates.
• As a Assistant Partner:
•  Instrumental in Setting the required Process Implementation to run the Call Centre Operations Smoothly:
• Shift Plan: Call Projection, Manpower Forecasting, Roster Planning, Manpower placement & Shrinkage.
• Work Force Management (WFM) & Analytics - Rostering, Leave Management, Manpower Forecasting, Call Projection, Floor Management, Break Management.
•  Ensure Service Levels, AHT, Quality, Agent Utilization, and Abandoned Call Percentage targets are met as per the company standards.
•  Lead Quality SPOC across India, helping other states in Process Implementation to run the Call Centre Operations.
•  Track Attendance & Leave Management of the team – Daily/Weekly respectively.
•  Conduct Briefing & De - Briefing.
•  Handle escalated & unresolved issues (Ex: Caller Concern, VVIP Calls).
• Quality:
•  Handling 2 Project Leaders.
•  Random Call Audit.
•  FMEA (Frequently made error Analysis).
•  Ensure Quality Analysis (QA) action plan closure for the team.
•  Provide Coaching/ feedback & develop action plan for the Associates as per the Performance Management Process/ Policy.
•  Provide support by taking initiatives like training the new comers, organizing employee engagement events, process presentations, quality initiatives etc.
• Team Management:
•  Conduct one on one with team members (Fortnightly/ Monthly).
•  Drive the implementation of the performance measures for the team.
•  Abide/ adhere to floor policy, process guidelines, HR policies.
•  Performance Management & Training needs identification for team members.
•  Conduct daily huddles & document huddles activities with action plans.
•  Achieve minimum thresholds (as set by the process) on Process Knowledge test (PKT) monthly.
•  Abide by the reporting requirements for the National Team & the specified Timelines there to if any.
•  Working towards making the organization a world class emergency management service provider.

Apr 2006 – Nov 2008 · 2 yrs 7 mos

• As a Team Lead (Genisys Software)
• Team Management:
•  Handled a team of 30+ Associates.
•  Drive the implementation of the performance measures for the team.
•  Process Performance Monitoring, for adherence to SLA’s and other contracted commitments
•  Track Attendance & Leave Management of the team – Daily/Weekly respectively.
•  Conduct team meetings periodically.
•  Conduct one on one with team members (Fortnightly/ Monthly).
•  Conduct daily huddles & document huddles activities with action plans.
•  Ensure Quality Analysis (QA) action plan closure.
•  Handle escalation calls.
•  Call Monitoring & Feedbacks.
•  Provide Coaching/ feedback & develop action plan for team members per the Performance Management Process/ Policy.
•  Keeping team motivated – rewards and recognition activities, Fun activities.
•  Attrition management.
•  Escalate issues that impact ability to perform on any of the above.
• WFM (Work Force Management):
•  Publishing Roster on a weekly basis.
•  Floor Management: Queue Monitoring, Break Management, SLA’s.
•  TL Roster: Floor Walking, Escalation & Recruitment.
•  Disciplinary Action.
•  Remote Call Barging.
• Major Accomplishments:
• Topped KPI for 3 times as the best Team Leader.

Feb 2006 – Dec 2006 · 10 mos · Bangalore

• As Business Development Officer – reporting to COO (Feb 2006 to Dec 2006)
• Handling from project Implementation, planning & Efforts Estimations.
• Working with Project Lead & Team Lead Delivery manager.
• Working on SME, doing research by logging into NASCOM/ NASDAQ/ NYSE, Reuters Report, and Yahoo Finance.
• Analyze the target area and pitch in for sales.
• Presentation on Client Requirement/ Client Specific.
• Arranging meeting with the clients.

Jan 2005 – Feb 2006 · 1 yr 1 mo · Bangalore

• As Shift Supervisor (Jan 2005 to Feb 2006)
• Work closely with the Project Coordinator with regards to content writing & editing, presentations, process improvement & business development.
• Monitoring agents production on compliance, quality and production parameters
• Giving feedback to the QA's & agents in the areas of productivity and quality.
• Initiating and conducting Product Training sessions.
• Report generation & validation, Training and assisting Workflow.
• Attending Weekly Calibration Calls with the Clients to discuss on agent's productivity and overall team performance.
• Making Performance Improvement Plans for agents to enhance their productivity and quality.
• Conducting Up-Training sessions for both Team Leaders and agents regarding latest product updates and also to improve work related skills.
• Attending Weekly Meetings with the Delivery Managers to discuss individual performance and to approve the Team Reports.

May 2004 – Dec 2004 · 7 mos · Hyderabad

• As a quality Specialist (E2E Serwiz Sol – TATA BPO) (May 2004 – December 2004)
• Ensure Quality Analysis (QA) action plan closure.
• Good Knowledge of Quality Tool (NICE)
• Analyzing & identify the root cause of complaints on regular basis.
• Motivating each Team member, guiding, monitoring their performance and implanting corrective action as required.
• Part of both Briefing and De – Briefing.
• Conducting Refresher Training for bottom performers.

Jun 2003 – May 2004 · 11 mos · Bangalore

• As a CSR/ Team Leader (DSS Mobile Communication Pvt Ltd) (June 2003 – May 2004)
• Handled inbound customer service calls for Clients like Mico Bosch, Nokia, Videocon.
• Floor Assistance.
• Achieving targets in all parameters viz., Quality, Productivity etc.