PARTH MALHOTRA
Christchurch
Summary
As a Sales Account Manager, I bring a wealth of expertise in Relationship Management, Account Management, Business Development, and Revenue Generation. My skills extend to Sales and Retention, Churn Management, and Change Management. Additionally, I have a solid background in Lead Generation, Technical Support, Complaint Handling, Project Coordination, and Case Management. I am adept at Business Analysis, Data Management, and Reporting. I am proficient in using Microsoft 365, Pivot Tables, Active Directory, Power BI, Project Management Tools, Agile Workflow Management, and a variety of CRMs including HubSpot and Salesforce. I am deeply passionate about embracing new challenges and opportunities that focus on organisational growth and development pathways.
Overview
6
6
years of professional experience
Work History
SALES ACCOUNT MANAGER
Business Canterbury
Christchurch
09.2022 - Current
- Leading business development and revenue growth at Business Canterbury through strategic key account management and client engagement
- Delivering KPIs by onboarding new businesses, optimising cross-selling and upselling opportunities, managing churn, and maintaining a consistent call and meeting cycle to maximise revenue
- Analysing market trends and collaborating with the marketing team to develop impactful strategies, supported by live commercial/membership reporting dashboards
- Facilitating meaningful connections between local businesses and our in-house advisors for growth, mentorship, and strategic support
- Collaborating with Accounts, Marketing, Events, Advisory, and Executive teams to ensure seamless operational alignment and client satisfaction
- Creating networking opportunities via events and private forums to encourage business collaboration and strengthen client relationships
- Driving strategic sales planning, financial growth strategies, and operational improvements to support business transformation
- As a Hubspot specialist, transitioned 1,600+ member accounts to our new membership model and integrated the data from old to new CRM under our transformation project through key account management and change management
TECH SUPPORT
Sky New Zealand
Auckland
01.2021 - 09.2022
- At Sky, I supported our customers throughout the challenging aspects of broadband customer lifecycle, diagnosing technical issues, and solving problems
- Case managing and follow-up activities within agreed timeframes until the issue is resolved, responding to customer enquiries via callbacks or emails within our SLA's, escalating priority 1 technical incidents/ticket to higher level if needed for quick resolution otherwise taking ownership of the case, resolving Tier 1 & Tier 2 broadband issues within our SLA
- Analyzed issues to identify troubleshooting methods needed for quick remediation
- I also created - Complaints, Technical, VOIP, Sales & Retention Best Practice Procedures for Sky Broadband Department's knowledgebase under the project phase
Churn Champion
Sky New Zealand
03.2022 - 06.2022
- Under this project I closely liaised with the Broadband product owner, sharing Churn/Cancellation reports with the product team
- Created live Dashboard based on MS Excel Pivot Table Reports linked with Microsoft forms used for collecting data for Churned/Cancelled accounts
- Understanding the reasons for Churn, market trends, price comparison between competitors by analyzing the collected data and the live Churn/Cancellation Dashboard on daily basis
- Making sure that all Churn/Cancellation requests were dealt with in time and ensuring smooth customer journey while processing these requests
X-SQUAD CASE MANAGER
Vodafone New Zealand
10.2019 - 12.2020
- Promoted internally within Vodafone as an X-Squad Case Manager, focus was upon contributing to the Process Improvement of our company by spotting the loopholes/gaps in the business processes followed by our Frontline agents
- Following Agile and Kanban techniques for managing the cases, Consumer or Business related
- Being the final point of contact for our customers, providing them with the best Customer Experience by sorting out their issues related to Tier 3 Complaints, Billing, Tech Support, Account Management, Provisioning and Activating Services, which is done by taking full ownership of the cases which are repetitive and cannot be resolved by our frontline teams
Customer Service Sales Representative
Vodafone New Zealand
04.2019 - 10.2019
- This ICT Sales role focused on gaining knowledge about the products and services offered by Vodafone and selling them to the customers
- Selling products such as Broadband connections (ADSL/VDSL/Fiber/Wireless) and Mobile phones/plans to the customers by knowing their requirements and needs
- Explaining them specifications, technicalities, features, pricing, speeds, and installation process of the products
- Giving our clients the best advice and helping them in taking the right decision for either buying the product/plan or helping them in gaining knowledge about the latest high-tech products sold by Vodafone for future sales reference
- Aiming to sell maximum number of mobile and broadband plans/products to achieve KPIs
Education
Graduate Diploma - Information Systems
Auckland Institute of Studies
Auckland10.2018
Bachelor of Business Administration -
Indraprastha University
New, Delhi04.2016
Skills
- Client Relationship Management
- Sales and Retention Management
- Business Development Management
- Account Management
- Case Management
- Hubspot Specialist
- Agile Specialist
- Business and System Analysis
- SQL
- Service Now Specialist
- Microsoft Office 365
- Pivot Tables
- Networking
- Project Management
- Salesforce Specialist
- Complaints Specialist
- Tech Support
- Incident Management
- Process Improvement Management
- Creating Best Practice Procedures
- Exemplary Communication Skills
- CRM Tracking
- Sales Data Analysis
- Time Management
- Critical Thinking
- Project Coordination
Accomplishments
- Academic Excellence Scholarship award, Auckland Institute of Studies, 08/2017
- Achieved highest member renewal and engagement rate in an accounting year, BC, 08/2023
Timeline
SALES ACCOUNT MANAGER
Business Canterbury
09.2022 - Current
Churn Champion
Sky New Zealand
03.2022 - 06.2022
TECH SUPPORT
Sky New Zealand
01.2021 - 09.2022
X-SQUAD CASE MANAGER
Vodafone New Zealand
10.2019 - 12.2020
Customer Service Sales Representative
Vodafone New Zealand
04.2019 - 10.2019
Graduate Diploma - Information Systems
Auckland Institute of Studies
Bachelor of Business Administration -
Indraprastha University