Jun 2014 – Oct 2015 · 1 yr 4 mos · Greater Bengaluru Area

• Replicon makes the best cloud-based timesheet and expense management software in the world. It helps more than 1.5 million people in companies of all sizes track employee time for projects and attendance.
• My role requires :
• Follow up on sales/product inquires over chat and phone with the ultimate goal to further the prospect through the sales cycle.
• Investigate requirements to pre-qualify prospects for the new business sales team via chat, phone and/or email.
• Communicate the benefits of Replicon’s solutions via chat, phone and/or email to generate excitement.
• Work closely with the Account Executive team to hand over qualified leads to help fill the sales pipeline with opportunities.
• Achieved target of volume of qualified opportunities identified and value of the pipeline generated.
• Capture, update and maintain detailed and accurate information within Salesforce CRM.
• Train new joiners on both Replicon product and sales process and provide timely feedback so they improve on calls, chats and also with their product knowledge.
• I also maintain few reports which allows me to distribute opportunities equally to all account executives and maintain a healthy sales pipeline.

Jul 2011 – Jul 2014 · 3 yrs · Greater Bengaluru Area

• Formed in 2008 Thomson Reuters has been powering the world markets. Thomson Reuters is the world’s leading source of intelligent information for businesses and professionals.
• As a Technical Support Analyst I handle two of the major products of Thomson Reuters, Baseline and DataStream. It’s an Honor and a privilege to be part of a 5 member team solely to support Baseline globally, with this come’s great responsibility. We handle every Technical Aspect with regards to these products for our clients.
• Have been a part of number of Pilot batches of different Products.
• Transfer of knowledge to many others in respect to new products learnt and Project driven.
• Indulged in several Product and Process based Refreshers.• Have built a link between different teams across to engage to address critical issues raised by clients, to deliver timely and efficient resolution.
• Named as one of the member of Global Escalation Team to deal with Top notch and Critical Clients, such as GS, MSSB, Citi, UBS, and Ameriprise etc.
• Consistent and Above the targets performances on all the KPI’s.
• Achieved Maximum Scores and Accolades displaying utmost knowledge, Constant Follow up
• and sincere ownership.
• Have built a link between different teams across to engage to address critical issues raised by clients, to deliver timely and efficient resolution.
• Named as one of the member of Global Escalation Team to deal with Top notch and Critical Clients, such as GS, MSSB, Citi, UBS, and Ameriprise etc.
• Consistent and Above the targets performances on all the KPI’s.
• Achieved Maximum Scores and Accolades displaying utmost knowledge, Constant Follow up
• and sincere ownership.

Mar 2010 – Jul 2011 · 1 yr 4 mos · Greater Bengaluru Area

• Involved in selling Support Services (warranties) for medium business segment in the US and dealing with Platinum, Gold, Silver & Acquisition customers.
• Sold various commodities like memory, battery, external hard drives, modems, routers, external monitors, Microsoft products etc.
• Led an 18-member team and followed up on client issues / leads on a daily basis escalated by team members / customers.
• Involved in proactively conducting / giving seminars to new joiners on board.
• Mentored and motivated the team in achieving their daily targets; reviewed their performance on a weekly & monthly basis; prepared and shared reports of the same.
• Attended to and proactively resolved all escalations promptly and accurately thereby helping agents in successful closure of the leads.
• Rectified hardware issues on Dell computers (Inspiron, Studio Dimension), identified and resolved hardware issues like hard drive issues, Memory, motherboard, LCD, optical drive etc.,
• Worked for a premium Queue Known as Early Life Support (ELS).