Vikas Joshi

Vikas Joshi Contact No: - Email:-With 18 years of proven expertise in organization development, performance management, and corporate culture change initiatives, I understand how leaders, teams and businesses grow. A performance driven, insightful professional with experience in the areas of Business Development, with a proven ability to achieve, exceed all business development and revenue generation goals in high pressure environment. Looking forward to work in a challenging environment that provides avenues for professional growth. Core Competencies Process Consolidations and Startup Policies and Procedure Resource Management Training and Development Problem Management /Root Cause Analysis Significant Strengths Proficient with common office applications like MS Word, Outlook, PowerPoint etc Excellent communication skills Demonstrated aptitude for leadership, have been involved in student governance bodies in the academic career A dedicated and committed worker with a passion for learning Professional and Academic Qualifications ITIL V4 Foundation – Ongoing. Cloud Computing - Ongoing Dell Certified System Engineer Bachelor of Commerce (B. Com) AISSCE from Rajasthan Board Matriculation from Rajasthan Board Experience 2018 - 2020 Manager Operations - Astrix Infosoft Managed Sales, Digital Marketing and Technical teams. Designed SOP’s for all processes. Process consolidation and start up, and configured IP phones. Prepared the training roadmap and training modules, also conducted process and technical trainings. Looked after Talent Acquisition team for sourcing as per the requirement. Process development, Designing Training Modules. Looked after the Development team to build websites and landing pages. Designed online marketing structure for Call generations. 2017 – 2018 Director Operations – Wefix Solutions Managed Sales and Tech team of 10 inbound team members. Designing SOP’s for all processes. Process consolidation and start up, configured IP phones. Prepared the training roadmap and training modules, also conducted process and technical trainings. Looked after the Talent Acquisition team for sourcing as per the requirement. Process development and Designed Training Modules. Looked after the Development team to help build websites and landing pages. Designed online marketing structure for Call generation. 2015 – 2016 Manager Operations – iGlobe Solutions Looked after Talent Acquisition team for sourcing as per the requirement. Process development, Designing Training Modules. Looked after the development team to build up new CRM and software development for call generations. Designed online marketing structure for Software’s. Managed Sales and Tech team of 50 inbound team members and Resolutions experts. Designed SOP’s for all the processes. Process consolidation and start up, configured IP phones, shared inputs to improve CRM and Service Level Management Tool. Prepared the training roadmap and training modules, conducted process and technical trainings. 2013 – 2015 Technical Support Supervisor – The Phone Support Handled a team of 100 inbound and chat technicians and 5 Resolution Experts, managed resolution rate, shrinkage, SLA for the 2 LOB’s as acting Assistant Manager. Being a part of the pilot batch helped the trainer to prepare the training roadmap, training modules, conducted process and technical trainings. Helped management in process consolidation and start up, configured IP phones, given inputs to improve CRM and Service Level Management Tool. Managed a team of 50 inbound team members to ensure team members receive adequate training to meet deliver best customer service which enabled them to achieve the daily deliverables. Managed end to end performance of the team. Conducted performance review for year-end rating and appraisals for the team members. Facilitated Rewards and Recognition program. Maintained the service level based on the forecasting and taking into account the outage. Data Analysis through Project Management to suggest implementable solutions for on-going issues/process improvement. Helped the Training team in transition of new employee from training to operations. Headed the Refunds team to get the refund percentage down from 22% to 4%. Represented Operation’s in hiring drives. 2007 – 2012 Sr. Technical Support Expert – Dell International Services Handled issues related to hardware problem with Desktop, portable computers, wireless networking wireless printers and normal printers of Dell. Worked with Chat support, Extended Warranty Support, Save The Sale (STS), and Dell Solution Station teams for premium software support and resolved software related issues. 2005 - 2007 Sr. Technical Support Expert – Genpact Created ticket based on severity and follow up with the Resolver teams until the issues are resolved. Troubleshooting Software and Hardware related issues. Provided feedback to the Team Leaders and Managers about process streamlined for better procedure in place. Worked with the Helpdesk team to provide support for software, printing, and network access related issues. - MR (Sales) – MAIDEN PHARMACEUTICALS Managed the Sales and Marketing operations. Defined and implemented strategies for market penetration for new products, launch as well as increasing the share of the existing products. Developed and maintained the dealer distribution network for the achievement of primary and secondary sales. Achieved Business targets in the designated area via the existing dealer network, identifying new opportunities for growth by developing and implementing plans for demand generation. Designed & implemented Sales Promotion activities such as camps, doctor's meets for enhancing brand awareness and visibility resulting in increased prescriptions & sales. Provided direction, Motivation and Training to the new field members for optimum performance. Close Coordination with C & F agents to ensure quality and timely delivery of goods. 2002 - 2003 MR (Sales) – Syncom Health Care Limited Facilitated Sale of Ethical pharmaceutical drugs. Handled sales through key accounts and key customers. Met sales target in various dimensions and ensured smooth executions of Orders. Responsible for Institutional Sales of an extensive product range in the assigned territory. Networking & Relationship Management Product positioning and promotion in consultation with Doctors and through institutions. Facilitated sale of merchandise, meeting the target in various dimensions, and promoting new products. Personal Information D.O.B – 7th November 1986 Flexibility to Relocate & Need to travel/overnight stays away from home –100 % Yes Marital Status – Married Physical Address - Suraj Bhawan D-83, Shastri Nagar, Jodhpur (Rajasthan)