Shubham Sharma

SHUBHAM SHARMA-| - WORK EXPERIENCE Manager, Inside-Sales Testbook.com, Noida Dec 2022– Present ● Oversaw and managed social media inquiries across Twitter, Instagram, and Facebook platforms, ensuring timely and effective resolution. ● Managed IVR, chats, emails, and internal group inquiries, consistently meeting or exceeding minimum Average Handling Time (AHT) requirements. ● Implemented innovative marketing strategies and utilized IT tools to drive revenue growth for the company. ● Successfully led a high-performance team of 40 Full-Time Employees (FTEs) & over 200 freelancers, achieving and maintaining a remarkable 95% client satisfaction rate. ● Served as the account manager for engineering institutes, emphasized exam modules, secured partnerships with 6 universities, generated 2000+ leads, converted to paid prospects, and achieved revenue of approx. INR 4 Cr with an AOV of 20K ● Initiated and scaled an in-house team for the High Average Order Value category, strategically maintaining Business Development (BD) productivity during seasonal peaks. Inside Sales Manager, Unacademy, Bengaluru Feb 2021 – Dec 2022 ●Successfully introduced and implemented a new sales workflow using Lead-squared, a lead management tool. ● This resulted in a remarkable increase in lead conversion rates, from approximately 5% to 7%, surpassing industry standards of 2-3%. ● Collaborated with sales, strategy, and tech teams to gather and track user feedback, optimizing the product to improve customer experience. ● Developed and managed processes for capturing user experiences and aligning them with the CRM (Lead-squared) for efficient tracking of activities. ● Established regular meetings and discussions with tech, product, and strategy teams to streamline routine tasks, address roadblocks, and manage risks. ● Led CRM tool management, including LeadSquared, Tableau and CleverTap. Implemented and maintained the cloud telephony solution (Ameyo). ● Actively researched and integrated new tools and software to enhance the sales team's performance. ● Oversaw all telephony operations data, including calling times, targets, achievements, incentives, and other related data. Effectively communicated this data through relevant channels. Business Development Training Manager, Bengaluru June 2019 – Jan 2021 ● Spearheaded the generation of leads and skillfully converted them into end-to-end sales, contributing to revenue growth. ● Prepared and maintained comprehensive reports to track overall sales performance and revenue, offering valuable insights for strategic decision-making. ● Efficiently handled the order processing system, ensuring accurate and timely order punch, streamlining operations, and improving customer satisfaction. EDUCATION Guru Nanak Dev University Master of Business Administration June 2017 – June 2019 SKILLS IT Skills – Leadsquared, Salesforce, Odoo, OCRM, Freshworks, Advance Excel/Google Sheets, Tableau, POWER bi, Data Studio, Redash, SQL, MIS, Microsoft Word Languages – Hindi (Native), English (Fluent)