Rajnish Profile
Rajnish Profile
Snapshot:
Pro-active and result oriented professional with around 14 years of extensive
experience in Sales, Marketing and Retail. An excellent planner and strategist
with proven abilities in accelerating growth and generating repeated business.
Well versed in managing, motivating and leading teams with proven ability of
achieving Targets. Skilful at training workforce to enhance efficiencies & assist
them to deliver quality business solutions to clients. Excellent Relationship
Management, Analytical & Communication Skills, Entrepreneurial Development,
Competent In Trouble Shooting Abilities.
Career Experience:
Strategic Planning
Responsible for managing growth & spearheading teams for excelling
business targets.
Conceiving/implementing short/long-term plans for achievement of customer
objectives.
Training
Presenting best available training modules to team of junior as well as senior
managers of my team.
Polishing their communication and selling skills to attain maximum sales
conversion ratio.
Developing investment growth strategies to gain maximum customer
satisfaction.
Execution
Handheld my team until they become independent and productive.
Creating growth in sales volumes in prevailing markets and grooming new
market avenues for future.
Provided training to Sales Officer about the product and enhancing the skills
to sell the product to the end user in US.
Prepared and designed training modules for product and sales.
Provided training to the new hires about the product and business.
Hand held the new hires to overcome the hurdles and queries while in on job
training.
Prepared call flow and the sales script for the new hires and team.
Barged calls of the team members to ensure quality.
Provided floor support to the technical team and the sales team for any query
or issue on call.
Provided feedback to the team members analyzed and reviewed weekly and
monthly performances.
Mentored and coach the individual to meet sales targets.
Handled partner and customer escalations.
Prepared a detailed RCA for the dis satisfied customers by listening to the
recorded calls.
Contacted the dis satisfied customers to help provide quality resolution to
their computer related issue(s) by one of the SME and convert the dis satisfied
customer to a satisfied one.
Collated all MIS reports for the team from various tools on daily basis.
Handled tie-ups with many airlines like TWA, Delta, and American Airlines
for service contract for reservations through us on their central reservation
system (CRS) to develop business to a level one-stop-shop for vacation travel
package.
Designed and Marketed special programs for the corporate and inter state
business travelers.
Designed and developed various revenue-increasing programs like loyalty
programs for frequent guests and promotional campaigns.
Coordinated with telesales team to boost sales for the franchisee.
Developed complete standard operating procedures guidelines.
Decided revenue targets for the month for team members looking at line
strength and forecast for the fortnight.
Controlled quality at all ends i.e. Back office and Guest satisfaction.
Conducted weekly team meeting with team members to discuss targetachieving tactics, evaluate the complete operations procedures.
Created performance mentoring programs and designed Quality parameters
for easier control and measure to reduce operational cost and enhance guest
experience.
Trained the employees on new tools and products to achieve the maximum
production output from all.
Conducted monthly performance reviews of team members did ABC analysis
organized reward and recognition for the star performer of the quarter.
Actively involved with the human resources department for hiring of new
employees.
Managed and signed the complete franchise sales process with hotel
owners/ companies.
directly accessed CRS for different airlines for rates, availability and
reservation on contract process basis.
Set targets and trained agents how to achieve them.
Also took care of various IT issues i.e. Dialers, Networking etc
Designed training module for product training and phone etiquettes and
identifying customers over the phone.
Reported to President Sales and Marketing.
Did forecasting and staffing for outbound sales and inbound reservation gents.
Made rewards and recognition programs for agents for achieving sale targets
or for good work i.e. VOC / guest appreciation.
Involved in team building programs to reduce stress like Friday fun and
various onsite and offsite activities.
Professional qualification:
2001.2002
Undertook a black belt project with Cendent Inc. for quality auditing
system and cost reduction.
1999.2000
Did green belt project with best western hotels Inc. In voice and speech &
phone etiquettes for domestic contact center of Best Western Central
Reservation Center.
Educational qualifications:
1994.1997
1981.1994
Basic schooling done from Mount St Marys school Delhi Cantt New
Delhi in commerce stream as insurance being the subsidiary subject.
Languages known:
Excellent command over English, Hindi, Punjabi and a little hand on Spanish too.
Reference:
Available upon request.
(Rajnish Chopra)