Anju Singh

Anju Singh: Business Development Manager and Digital Marketing Professional Summary: 13 years of total work experience spanning Business Development, Account Management and Customer Services. 7+ years of experience working with International clients. Career Contour: Business Development Manager: o o o o Organization: Vidushi Infotech Pvt Ltd. Tenure: - July 2018 until date. Process: IT and Digital Marketing Sales Reporting: Executive Director/ MD Reporting directly to the Executive Director, my roles involve here setting up the Sales team, Sales processes and work towards closing business right from lead generation to end to end Sales. Currently, the focus is on selling Digital Marketing Services and IT sales. Digital Marketing Services include SEO, PPC- Google Adwords, creating Facebook campaigns, Google Analytics, Social Media Marketing, creating blogs and other content. Selling end to end IT solutions for different technologies and platforms. Business Development Manager:o o o o Organization: Clarion Technologies Pvt Ltd. Tenure: - January 2013 to June 2018 Process: IT Sales Reporting: Sales Director / CEO Responsibilities: Reporting directly to the VP- Sales the Core Job was to generate Business and manage a team of Business executives and ASMs. Beginning with lead generation, I now am responsible for the complete sales cycle, until business is won and handed over to operations floor. Email –-Education – PGDBM Mobile -/- Anju Singh: Business Development Manager and Digital Marketing Clarion as a group company had multiple subsidiaries and I generated business for all of them. Zingma is a mobile app development arm, PlanetRIA is for the UI/UX and the Rich Internet Application and gaming domain, Testing First looks after testing areas, Drupal Innovations for Drupal practice, Saviant Consulting for Cloud Computing, i-Quotient for BI and Business analytics. vEmployee was the engagement model I proposed for all these technologies and the open source stack like PHP, various CMS and .NET too. Signed clients on Fixed Price Projects as well as Time and Material model. Day to day work involved: 1) 2) 3) 4) 5) 6) Data collation Email campaigns designing and execution. Cold calls. Working on generated leads to take them to contract execution stage. Work with the pre-sales and BA team as well as the CTO to win sales. Mine accounts for further business, across technologies for the various practices and subsidiaries hat Clarion had. 7) Maintain the Zoho CRM for a complete idea to the VP-Sales and the company management. Relationship Manager (Tele-Sales) o o o o o Organization – Kotak Life Insurance Tenure – Jan 2010 till May2012 Direct Reporters – Call Centre Reporting Team Size – 50 to 100 Tele-callers Process-Outbound Responsibilities: The profile includes managing team of 50+ Tele-callers and ensuring that the Sales Target is achieved and managing relationship with partners for better output. Productivity • • • • • • Driving tele-sales process in call center and achieving month on month targets. Setting up the presales, point of sales and post sales processes at all call centers. Ensure functioning of Unit as per SLA Ensure basic hygiene factors at all Call Centre units are met. Ensuring maximum attendance and steps to control attrition in the team. Organizing different motivational activities to increase productivity. Email –-Education – PGDBM Mobile -/- Anju Singh: Business Development Manager and Digital Marketing • • Database planning along with the Call Centre to ensure maximum contactable/eligible database is dialed. Improve on Call Quality to improve performance. Incentive Planning • • Planning/Designing of Incentives for the month and spot Incentives to drive the floor accordingly. Organizing for Rewards & Recognitions programs in co-ordination with the call center. Login/conversion • • • • • Ensuring 100% Logins of all the reported cases and also tracking their conversions. Maintaining conversion ratio of 90% and above. Hiring and Recruitment Anticipating attrition based on current attrition run rate & other parameters and generating a backfill on a weekly basis to maintain Telecallers headcount as per contractual agreement. Hiring calendar/plan of Telecallers and ensuring the same is followed. Interviewing Telecallers/ TLs / QA as per the process requirement and certifying them for the process Email –-Education – PGDBM Mobile -/- Anju Singh: Business Development Manager and Digital Marketing • • Training and Refresher Taking different sessions (Sales) in training and motivating them for Performance. Identifying the training needs and organizing different training sessions e.g. Communication Workshops, Product Updates, Soft Skill / Objection Handling Training, Refresher Trainings, etc. Handling Customers • Servicing Existing Clients, retaining free look cancellations or surrender. Visiting them as per process requirement. • • • • • Maintaining Reports Initiative in designing/ formatting of new/ existing MIS reports. Analyzing different process related reports. Processing of monthly billing as per contractual agreement based on the PNL of the unit. Taking Performance Review with the Partners and ensuring the same is improved regularly. Making Presentations and presenting the same on Monthly Business Review and Weekly Business. Organizing for Conference calls with Partner and reviewing their performance regularly. Team Leader – Zensar Technologies (Sales): o o o o o Organization – Zensar Technologies Tenure – Sept 2008 to Jan 2010 Direct Reporters - Team of 25 Tele-callers Team Size – Team of 25 Tele-callers Process- Outbound/Inbound Email –-Education – PGDBM Mobile -/- Anju Singh: Business Development Manager and Digital Marketing Responsibilities: Team Leader-Insurance/Credit cards/Crossell products Being Team Leader – Operations, profile included handling of team and achieving month on month target of process. • • • • • • • • • • • • • • • • • • • • • Started a Pilot process for Outbound Insurance with 15 Tele-callers. Generating Leads and co-ordinating with Pan India Sales Advisors for Pick up. Started with Hot Transfer process of transferring Lead call to Sales Advisor Pan India and confirming team. Monitoring quality of the Team and Conducting One on Ones Assessments. Coaching, giving Feedback and Supervising Executives. Ensuring 80% leads to be converted to pick-ups. Planning targets, review statistical data on a daily basis to ensure operational growth. Attending Conference Calls with Clients when required. Maintaining Attendance and minimum Attrition on the floor. Granting Leaves and maintain Leave Balance Data for each advisor of the floor. Generating & analyzing MI and then generating reports trends of the same. Generating monthly billing as per contractual agreement. Conduct briefing sessions on the floor. Completing Performance Appraisal for all Tele-callers. Arranging Refresher Training for teams (Based on QA reports, client feedback, live monitoring) Anticipating attrition to come based on current attrition percent and other parameters and generating a backfill plan on a monthly basis to maintain advisor headcount as per contractual agreement. Monthly review of a Seating capacity plan so that to ensure seat capacitation is happening and process Gross Margins are not reduced due to fixed infrastructure cost. Generating Training Calendars for the CSE’s on Floor for different kinds of Workshops for e.g. Communication Workshops, Process Updates Training, Talent Transformation Training, etc. Collating Data as for Rewards and Recognition Program for CSE’s based on other parameters and their KRA’s. Presenting for Month Business Review and Weekly Business Review held with higher management including Operations Head, Vice President and Client. Worked on Project for new tie ups for Insurance. Meeting new partners and presenting them for the existing Insurance process Email –-Education – PGDBM Mobile -/- Anju Singh: Business Development Manager and Digital Marketing Team Leader-Inbound (Customer Care) • Started Pilot process for credit card Inbound Application Status with 10 Telecallers and managed the same for 6 months. • Worked with the client on the complete process including hiring of Telecallers, Training, working of dialer and data management. • Rostering the shift timings as per the call flow. • Ensured the SLA of Service Level and AHT are met. Team Leader- Outbound (Credit Card) • Handling team of 35 Tele-callers for outbound credit card process. • Generating Leads as per the target Ensuring 80% leads to be converted. • Identifying the training needs and organizing different training sessions e.g. Communication Workshops, Product Updates, Soft Skill / Objection Handling Training, Refresher Trainings, etc. • Handling different campaigns including cross-sell to already existing customer base. • Participated in the internal as well as external ISO audits. Unit Manager/Team Leader o o o o o Organization – Mphasis an HP Company Tenure – May 2004 to July 2007 Direct Reporters – Team of 25 Tele-callers Team Size – Team of 25 Tele-callers Process- Inbound Responsibilities: Unit Manager (Telecom) Inbound • • • • • Handling team of 25 to 30 Tele-callers. Maintain Track & Improvise KPI targets. Monitoring quality of the Team and Conducting One on Ones Assessments. Coaching, giving Feedback and Supervising Executives. Ensuring Attendance of more than 90% for the team and minimum Attrition. Email –-Education – PGDBM Mobile -/- Anju Singh: Business Development Manager and Digital Marketing • • • • • • • • • • • • • • • • • • Monitor multiple Queues and report average speed of answer, abandon call rates, average handle times, productivity, occupancy and other call center metrics for the team. Analyze intra-day/daily service level performance, call volume, AHT, AUX, staffing, etc., and initiate real-time corrective actions to ensure acceptable service levels. Track and monitor Agents off phone activities (breaks, lunches, training, Aux, etc.) to ensure adherence to schedules. Conduct briefing sessions on the floor daily for latest update on the product. Completing Performance Appraisal for all Tele-callers as per the appraisal cycle. Monitoring the call volumes and trends. Using the call volume information to assist in scheduling work shifts and breaks of the Customer Service Reps. Running real time reports on call volume and handle time Day to day client interaction and making strategies to stabilize the process and shorter the learning curve of the employees. Implementing To review, recommend and implement new methods and procedures to make daily operations more efficient. Rewards and recognition programs. Handled inbound escalations on the floor. Interacting with business managers and others of the call center management team to improve reporting efficiencies. Adjust staffing levels from the Queues due to changes in call volume. Analyze data to generate reports for presentation to senior management, and make recommendations for continuous improvement of the performance of the center. Coordinate off-line activities (i.e. Team meetings, vacation, coaching, and time off) in order to minimize service level impacts. Implementing business continuity plans. Participated in the internal as well as external ISO audits. Customer Service – Banking and Insurance (International UK Process): Responsibilities: • • • • • Worked as a retail-banking advisor in a customer service role with one of the largest financial groups in the world. It is a U.K. process. The job profile included taking inbound calls to help the customers with their day-to-day banking queries. Cross sell and up sell other products from the bank. Consistently interact with high net worth clients and get more business for various banking products. Got trained for Complaint Handling and handled Escalation Desk for better Customer Service. Got Trained for Fraud Management and worked with the team to reduce fraud. Email –-Education – PGDBM Mobile -/- Anju Singh: Business Development Manager and Digital Marketing Skills: • • • • • • • • • Proficiency with various software applications in Microsoft Word, PowerPoint and Excel. Ability to guide individuals toward goal achievement using negotiation, teamwork /collaboration, motivation and staff development skills including the ability to act as a role model within the organization. Ability to Handle a bigger team and motivate them to achieve Sales targets. Ability to demonstrate innovation and good judgment/problem solving skills when making decisions. Ability to coach /mentor by developing action plans which maximize performance and provide effective feedback. Ability to analyze and improve work processes and policies. Excellent customer service/support skills, ability to work well under pressure while maintaining a professional demeanor. Strong Written and Oral Communication skills. Experience in interacting with client-side process owners to provide status or resolve process specific questions /issues on behalf of the team. Work Experience Summary: • • • • • Vidushi Infotech Pvt. Ltd – July 2018 till date Clarion Technologies – January 2013 to June 2018 – 5.5 years Kotak Life Insurance – Jan 2010 to May 2012 - 2.4 years Zensar Technologies- Aug 2008 to Jan 2010 - 1.5 years Mphasis an HP company - May 2004 to July 2007 – 3.2 years Qualification • • • • PGDBM (Post Graduate Diploma in Business Management)-SIBM Pune (1st Division)-2008 B. Sc – University of Pune (1st Division with Distinction)-2004 HSC - Nowrosjee Wadia College (1st Div.) Maharashtra Board-2001 SSC – Stella Maris High School (Distinction) Maharashtra Board-1999 Certification: Digital Marketing course from Larvenier Institute-Pune Email –-Education – PGDBM Mobile -/- Anju Singh: Business Development Manager and Digital Marketing Personal Details: • • • • • Date of Birth – 16th Mar 1983 Address – Sr. No 258/2A, Plot no 25, Khese Park, Lohegaon, Pune 32 Status – Married Contact- Email-- Email –-Education – PGDBM Mobile -/-