May 2009 – Jul 2010 · 1 yr 2 mos · New Delhi Area, India · On-site

• Led and mentored a team of 15 call center agents, providing training, support, and performance feedback to ensure high-quality customer service and achievement of KPIs.
• Streamlined call center operations by implementing effective processes and best practices, resulting in a 20% increase in call resolution rates and a 15% reduction in average handling time.
• Conducted regular quality assurance audits and call reviews, ensuring compliance with company standards, and identifying areas for improvement to enhance customer satisfaction.
• Monitored team performance metrics, generated detailed reports for senior management, and developed action plans to address performance gaps and achieve targets.

Jan 2005 – Jan 2009 · 4 yrs · New Delhi · On-site

• Identify prime locations, negotiate favorable rental terms, and design efficient store layouts for maximum appeal and functionality.
• Develop comprehensive training programs to enhance store staff skills, ensuring exceptional customer service and operational excellence.
• Curate product displays based on thorough competitor analysis and local customer preferences to drive sales and engagement.
• Lead the achievement of sales targets and manage store P&L to maximize profitability and growth.
• Plan and execute effective promotional activities, including local partnerships and loyalty programs, to increase foot traffic and ensure customer loyalty.

Jun 2004 – Dec 2005 · 1 yr 6 mos · New Delhi Area, India · On-site

• Achieved and exceeded sales targets by effectively promoting pharmaceutical products to healthcare professionals and medical institutions.
• Built and maintained strong relationships with key clients, including doctors, pharmacists, and healthcare providers, ensuring prominent levels of customer satisfaction and loyalty, successfully increasing sales volume 120%.
• Conducted market research and analysis to identify new business opportunities, track competitor activities, and adapt sales strategies accordingly.

Apr 2001 – May 2004 · 3 yrs 1 mo · New Delhi Area, India · On-site

• Identified and pursued valuable business opportunities to generate new company revenue and improve bottom line profit.
• Implemented creative sales training techniques for new and existing staff to increase revenue and overall success.
• Communicated directly with customers and partners to build strong business networks and relationships.
• Negotiated client contracts and agreements to cultivate profitable business transactions.
• Researched product pricing, ratings and performance and created comparison spreadsheets to evaluate competitors.

May 2000 – Mar 2001 · 10 mos · New Delhi Area, India · On-site

• Analyzed market to identify new opportunities and strengthen relationships with hospitals, medical centers, and primary provider physicians.
• Arranged appointments with doctors, pharmacists, and medical teams to raise awareness of latest product launches.
• Conducted research to stay up to date with industry trends, prices, and market competition.
• Developed marketing materials such as case studies and product brochures to promote and educate buyers on product offerings.
• Managed sales plan activities, promotions and product launches resulting in expanded revenues and branding.