Apr 2023 – Jan 2024 · 9 mos · Mumbai, Maharashtra, India · On-site

• Managing a team strength of 18 and making sure I adhere to the shrinkage and attrition on daily and on a monthly basis.
• Coaching the team with strategizing on how to improve the scores.
• Timely governance by floor walking to make sure all the parameters are met.
• Reviewing employee performance to ensure that work is being completed effectively..
• Auditing the solved and pending cases to make sure the quality parameters are not hampered and the customer service is not impacted.
• Analyzing data from past operations to identify trends or opportunities for improvement. • Training the team about timely process updates.
• Make sure the Customer satisfaction scores are meeting the process targets.
• Supervising staff members to ensure that they are performing their duties in accordance with companies compliance and procedures.

May 2021 – Apr 2023 · 1 yr 11 mos · Mumbai, Maharashtra, India

• Setting up the business from scratch.
• Reporting directly to Directors and managing end to end operations.
• Prepare plans and manage operations accordingly to generate revenue.
• Carry out research/analysis and execute plans for profit maximization from total revenue.
• Ensures cost effective methods are followed to manage monthly budgets.
• Managing the team and their leaders to enhance the overall performance of business.
• Reviewing performances of HR Department, Quality Team, Training Department Management and Team Leaders monthly to minimize the potential impacts on business.
• Setting up the standards for performance of team including Team Leaders, HR head, Quality Head and Managers.
• Providing valuable feedback to team from my experience till date to ensure the performance is meeting the set standards.
• Achieving the collective targets.
• Building up rapport with each employee to have a win-win situation for employees and for the business as well.
• Co-ordinating with the sales team and directors for acquisition of new clients and processes.
• Managing shifts of each employee to meet the set SLA.
• Creating SOP’s for processes
• Lead the organization in each and every aspect to ensure its success.

Jul 2020 – May 2021 · 10 mos · Mumbai, Maharashtra, India

Oct 2015 – Nov 2017 · 2 yrs 1 mo · Dubai, United Arab Emirates

• Built and maintained positive working relationships with medical representatives and supporting administrative staff.
• Planned work schedules and weekly and monthly timetables, this involves working with the area sales team or discussing future targets with the area sales manager.
• Developed strategies to approach potential customers and increase sales.
• Regularly attended company meetings, technical data presentations and briefings.
• Organized and executing sales presentations with doctors, pharmacist and sales staff.
• Monitored competitor by gathering current marketplace information on pricing, products, new products, delivery schedules, merchandising techniques, etc.
• Resolved customer complaints by investigating problems; developing solutions; preparing reports; making recommendations to management.
• Provided after-sales service to all clients.

Oct 2012 – Sep 2015 · 2 yrs 11 mos · Dubai, United Arab Emirates

• Efficiently managed a team of 3 members.
• Consistently met and exceeded sales targets through effective planning and budgeting.
• Supported Sales Manager in leading, directing and motivating the sales team to achieve corporate sales objectives.
• Guided and coordinated activities of Sales Representatives.
• Ensured outstanding service in a customer friendly environment.
• Utilized product and service knowledge for organizing product promotions.
• Resolved customer’s issues and communicating escalated issues to the Sales Manager.

Apr 2010 – Dec 2010 · 8 mos · Mumbai Area, India

• Established and maintained profitable relationships with customers on behalf of the company by taking personal and complete responsibility for each customer contact and by ensuring that all customer requirements are completely met.
• Handled escalation calls to resolve customer issues and meet company standards.
• Investigated what products and services the customer will need even if they may not know what they need. Probing as to what they want and present what they feel they may need dependent on their needs and wants.
• Trained new agents by giving them product knowledge, taking their mock calls, providing proper feedback.
• Timely submitted reports, presentation such as sales, collection data to management.