Feb 2014 – Oct 2014 · 8 mos · Greater Delhi Area

• Completes store operational requirements by scheduling and assigning employees; following up on work results.
• Maintains store staff by recruiting, selecting, orienting, and training employees.
• Maintains store staff job results by coaching, counseling, and disciplining employees; planning, monitoring, and appraising job results.
• Achieves financial objectives by preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
• Identifies current and future customer requirements by establishing rapport with potential and actual customers and other persons in a position to understand service requirements.
• Ensures availability of merchandise and services by approving contracts; maintaining inventories.
• Formulates pricing policies by reviewing merchandising activities; determining additional needed sales promotion; authorizing clearance sales; studying trends.
• Markets merchandise by studying advertising, sales promotion, and display plans; analyzing operating and financial statements for profitability ratios.
• Secures merchandise by implementing security systems and measures.
• Protects employees and customers by providing a safe and clean store environment.
• Maintains the stability and reputation of the store by complying with legal requirements.
• Determines marketing strategy changes by reviewing operating and financial statements and departmental sales records.
• Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.
• Maintains operations by initiating, coordinating, and enforcing program, operational, and personnel policies and procedures.
• Contributes to team effort by accomplishing related results as needed.

Sep 2008 – Feb 2014 · 5 yrs 5 mos · Mohali

• Job Profile:Oversees the support of customers encountering problems using the company's products. Supervises representatives that are answering customer inquiries, primarily over the telephone, e-mail, chat or online. Establishes and maintains systems that provide solutions to customer questions and problems. Report new or recurring problems to the PE Team. Ensures representatives are properly trained when old products are upgraded or new products are released. Selects, develops, and evaluates personnel to ensure the efficient operation of the function. Analyzes and responds to operational, productivity, and/or customer satisfaction data.
• Delegates assignments; plans and allocates work of the team.
• May contribute to financial and resource planning for the results of a team.
• Supervised team typically responsible for high number of transactions or processes.
• Supervised team typically performs a single task or multiple, but closely related tasks.
•  Impacts team results through work of self and others.
•  Assumes responsibility for accuracy, service and results of a team.
•  Develops tactical plans, schedules, and key milestones.
•  Monitors daily progress/status and makes adjustments/corrections to ensure optimal performance and service
• Provides day-to-day direction to Assigned Team:
• Assigns tasks and verifies accuracy of work.
• Communicates deadlines for completing assignments.
• Builds trust; explains the rationale behind processes, approaches and decisions.
• Motivates others and promotes collaboration.
• Resolves issues elevated by team members.
• Will spend a small portion of the time performing the work of the team.
• Primary focus of job is directing, coaching and mentoring team members.
• Meeting SLA and Productivity targets
• Live Escalations and audits
• Feedback and Coaching

Jun 2007 – Aug 2008 · 1 yr 2 mos · Mohali

• Motivate sales representatives to sell Dell's Products and services through the effective management of sales incentive programs.
• Plan and implement career development within the Team.
• Implement reporting mechanisms within the queue.
• One-on-one relationship building with the team members.
• Assist sales representatives to meet their full selling potential through frequent evaluations and proactive mentoring. Coaching on tele-selling skills, knowledge and attitudes.
• Plan programs/ training schedules on an ongoing basis for teams/ specific reps.
• Accountable for overall improvement in the business metrics.
• Up selling Sales Agents- As reflected by Call Audit scores on the Call Monitoring Tool coupled with Business results.
• Improve product Knowledge of sales agents through understanding the gaps, compile and deliver customized training programs either on their own or through the Brand team on a timely basis.
• Improve process knowledge of Sales Agents by addressing their process related queries on a timely basis either through a Coaching or Training Session.
• Improve Sales behavior of the agents by attempting to improve the Up- Selling/ Rapport.
• Building and closing skills on the call through coaching / feedback and training sessions on a timely basis.
• Improve the overall Customer Experience on the call through Recommended call Handling Behavior, asking the Compliance Questions (Heat Check/ Opt In and E-mail Capture), attempting to reduce incidence of Escalations.
• Deliver results the right way- as reflected by Call Audit Results around Compliance Questions and bringing to Management notice on repetitive incorrect behavior of a sales agent.
• Usage of Coaching Tools and Recommended Reports to achieve the above.

Oct 2006 – Jun 2007 · 8 mos · Greater Lucknow Area

• Use professional concepts and company policies to solve routine problems.
• Handled client for all the Processes [US, UK and Australia] and helped in the growth of the Center.
• Handling teams calling on these processes between span of 10 hours.
• Profile also included interviewing and recruitment of newcomers in the company
• Assess applicability of course materials.
• Instruct participants in classroom and/or group sessions.
• Prepare curriculum including method, media, and documentation to be presented.
• Coordinate specific activities for employee training and development programs Exercise judgment within broadly defined practices and policies in selecting methods, techniques, and evaluation criteria for obtaining results.

May 2006 – Oct 2006 · 5 mos · Greater Lucknow Area

• Solving agents Problem Regarding Process and sales.
• Giving Information about How to Use Rebuttals to make sales
• Did call audit for quality control.
• Managing the team performance and productivity reports
• Giving Communication training sessions.

Dec 2004 – May 2006 · 1 yr 5 mos · Greater Lucknow Area