Sundeep Mohana

SUNDEEP MOHANA Address  Visakhapatnam, India, 530045 LinkedIn: linkedin.com/in/sandeep-mohana Phone  - Position: Service Operations Manager. E-mail- CAREER SUMMARY Energetic and collaborative startup enthusiast bringing 13 years of experience as a business owner managing multiple roles to maximize business success. Seeking to use the skills and experience in Operations, Customer service, Consultative Sales, Account Management, Onboarding to deliver exceptional customer experience and life time value in a high growth atmosphere. Persuasive sales specialist having booked over 5000 orders using consultative sales techniques with a conversion rate of 15% above the industry average generating a revenue of over $1Mn Skilled Lead Generation Strategist generating over 35000 leads driving business development objectives through paid ads, classified postings and partnerships with lead generating platforms An energizing, culture-focused coach and mentor. Made key hires. Focused on maximizing employee performance, productivity and customer service by conducting over 20 training programs each year. Customer happiness enthusiast successful at satisfying all types of customers with creative and knowledgeable solutions. Lead team of customer service-focused professionals to improve business process, customer ratings, reduce complaints and increase business Represented organization in business forums, events and networking groups resulting in new business opportunities. Chaired on leadership roles as Membership committee advisor, Vice-president and Secretary Treasurer with BNI Bay Barons chapter helping 60 plus business owners maximize the value of membership AREAS OF EXPERTISE Business Development | Onboarding | Stakeholder Management | Operations Management Strategic Communications | Customer Service | Process Improvement | Consultative Sales Crisis Management | Sourcing and Recruiting | Staff Support | Team building | Collaboration Relationship Building | Jira | Written and Verbal Communication Zoom | Slack| Hubspot | Digital Marketing | Google Drive| Presentations PROFESSIONAL EXPERIENCE Ketra Hospitalities Pvt Ltd, Visakhapatnam, IndiaApril 2017 – April 2021 Full scale leisure travel company offering event management, weekend, domestic and international leisure travel packages. Founding Member. Operations Manager Assessed and Analyzed emerging trends within industry and capitalized on finds to develop new products, services and strategies. Engineered retail to digital transformation of the business process. Conceptualized and spearheaded with the developer team to release a native crm and order management system integrating sales, customer support and finance. Reduced turnaround time in proposal creation from 25 minutes to less than 5 minutes, grew sales conversion ratio from 8 to 15 %, established ease of payments and superior support to customers and vendors Launched 30 plus new products within domestic and international segments which boosted the business revenue by 20 % each year. Also raised average order value and repeat business from a customer Recruited, trained and managed over 10 remote travel counselors at locations like Hyderabad, Kolkata and Khammam to broaden the target audience which generated over 500 new bookings in the year 2019 Facilitated and offered exceptional support by providing information and assistance on cancellations and re-bookings during covid-19. Investigated and addressed challenges to proactively mitigate problems Best Holiday Planners, Visakhapatnam, IndiaApril 2011 - March 2017 Domestic tour operator providing customized trip planning to destinations within India. Destination management company for Visakhapatnam. Managing Partner ,Business Development Crafted long-term strategic business roadmap. Formulated and executed standard business operating procedures to improve operations and over all business growth. Analyzed P&L statement and presented financial standings and cost effectiveness to other partners. Oversaw marketing activities which included website, landing pages, paid ads, classified postings, partnership with other lead generating travel platforms generating over 3000 leads each year Introduced more than 10 plus tools like Zoho crm, Quickbooks, Exotel, Canva etc to enhance efficiency. Conducted over 15 training sessions per year and mentored team members to propel quality selling practices productivity, accuracy and commitment to 24/7 friendly service Explored and fostered partnerships with 150 plus high quality suppliers and negotiated best rates to drive more profitability to the organization. Pre purchased rooms and acted as a marketing partner for more than 10 hotels in Vizag and Araku Valley Administered daily operations juggling through more than 4 departments monitoring KPIs of sales, marketing, finance, customer happiness and training Earlier Career Experience Sole Proprietor , Vizag Tourism, Visakhapatnam, IndiaApril 2008 - March 2011 Communicated with customers to understand travel need and presented customized travel itineraries. Engaged and persuaded the customer throughout the buyers journey. Handled over 100 leads per month with a sales closing ratio of 15 % booking more than 400 orders each year backed up with customer exceptional support. Dispute Resolution Specialist , Us Process, HSBC, Visakhapatnam, IndiaMay 2005 - March 2008 Connected with credit card holders and merchants through phone and email. Reviewed customer disputes, analyzed card holder rights and merchant obligations and objectively resolved over 1000 disputes each month as per the guidelines and regulations. EDUCATION Bachelor's degree in Commerce August 2002 – May 2005 Andhra University, Visakhapatnam, India Currently Learning As a strong believer of lifelong learning currently learning to upgrade knowledge and to be able to grow and add higher value to the organization in the future. HTML | CSS | JavaScript | NODE JS | Database