Vinnie Kaur
Auckland
Summary
Dynamic and results-driven professional with a proven track record of effective leadership, adept problem-solving skills, and a natural ability to connect with individuals across diverse settings. Demonstrated success in international project management, coupled with expertise in delivering comprehensive training programs nationwide to foster organizational alignment and skill enhancement. Known for fostering a supportive environment as a motivational leader, skilled team builder, and analytical thinker. Possessing exceptional customer relations acumen and a talent for cultivating strong relationships.
Overview
8
8
years of professional experience
Work History
Performance Lead - Philippines and NZ
One New Zealand
10.2023 - 04.2024
- Deployed to Philippines to supervise sales and customer satisfaction operations for newly partnered offshore Contact Centre , drive company culture and foster collaboration with stakeholders from recently onboarded off-shore partner for One NZ.
- Through the optimization of the Arohia Model, Step change the Customer Experience and embedded the operating model across offshore Contact Centre teams ensuring all insourced and outsourced teams are consistent in delivery and have the right skills and tools ro deliver (capability).
- Facilitated training refresher sessions for frontline agents to enhance their customer focussed skills and knowledge.
- Conducted rigorous daily and weekly reporting and analysis to track sales and customer first metrics and identify areas for improvement.
- Since late December 2023, transitioned to remote oversight of Manila project and sales operations from New Zealand.
- Collaborated with enablement team to provide feedback and ensure effective implementation of strategies aimed at boosting sales numbers and overall customer satisfaction score.
- Actively engaged in ongoing collaboration with three offshore partners, facilitating seamless communication and partnership between internal stakeholders and offshore partners to ensure alignment with business objectives.
- Served as primary point of contact for Head of Small Office/Home Office (SOHO) and Consumer Telesales and responsible for effectively addressing inquiries, resolving issues, and driving strategic initiatives.
Direct Sales Team Lead
One New Zealand
09.2020 - 09.2023
- Thrived in fast-paced environment, consistently surpassing both individual and team sales targets while maintaining exceptional customer satisfaction scores.
- Demonstrated exceptional initiative by traveling extensively across NZ to conduct training sessions for newly developed programs within retail stores.
- Provided extensive in-person coaching to team members, ensuring their continuous professional development and success surpassing monthly KPIs.
- Led remote team of approximately 15 customer champions located across New Zealand, driving them towards achieving and surpassing sales targets.
- Provided constructive feedback on refining and bringing new in-house training modules to help champions scale new heights under customer first approach.
- Conducted regular performance evaluations and devised targeted strategies for individual and team improvement, ensuring continuous growth and development.
- Successfully transitioned to manage hybrid team of 13 customer champions situated in office and various locations nationwide.
- Enhanced customer satisfaction by addressing their concerns promptly and professionally in case of any escalations.
- Managed various campaigns acquired through Google Ads, Facebook Ads, and other platforms to optimize reach and engagement and oversaw daily distribution of leads via AWS to onshore sales agents, ensuring timely and efficient handling.
- Maintained comprehensive reporting and insights related to lead distribution and campaign performance, providing valuable data for decision-making and strategy refinement.
- Cultivated internal talent through effective mentorship and professional development initiatives, resulting in promotion of two team members to leadership roles and 2 team members to coach roles within 2 years.
Business Sales Consultant
Employsure
09.2018 - 12.2020
- Demonstrated ability to meet and surpass B2B sales targets through strategic relationship building with key decision makers from small to medium businesses across NZ
- Collaborated effectively with Business Development managers across New Zealand to identify and capitalize on new sales opportunities, enhancing market penetration.
- Assisted Onboarding Process by supporting new recruits in their training by providing them with opportunity to observe and learn through listening to live calls.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
Solutions Specialist
One New Zealand
01.2020 - 09.2020
- Handled approximately 80 customer calls per day with minimal wait times on Consumer Inbound (Sales and Retention queues) and worked on different campaigns in Outbound space.
- Exceeded performance metrics consistently, earning recognition as top performer.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Achieved promotion to Team Leader within remarkable 9-month timeframe, showcasing exceptional leadership potential and dedication as sales agent.
Sales Representative
Power NZ
01.2017 - 07.2018
- Worked in Consumer Sales and Retention platforms handling approximately 65 calls per day and increased sales revenue by identifying and executing end to end sales opportunities.
- Utilized CRM software to manage client information, track leads, and monitor sales progress efficiently.
- Provided comprehensive training on product offerings to new team members for optimal performance in sales roles.
- Participated in team projects, demonstrating th ability to work collaboratively and effectively.
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
Front End Duty Manager
Function Staff
02.2016 - 01.2017
- Worked in hospitality industry ensuring that licensed premises complied with all of conditions of its license, including restrictions on hours of operation, number of patrons, and other requirements.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Monitor and report on revenue and cash flow and help uphold and enforce company policies.
Education
Graduate Diploma - Business Administration And Management
AWI International Group
Auckland, NZ12.2016
Bachelor of Science - Biotechnology
Punjab Technical University
Chandigarh,India07.2015
Skills
- Sales and Management: Remote and in house team management, KPI Tracking, Retail team training, Direct Sales (Inbound and Outbound), Sales Analysis, Value-Based selling, Coaching
- Technical: Microsoft Suite,CRMs (Salesforce, Siebel, AWS, Genesys), Power BI
- Campaign Management: In-House, Digital and Social Media campaign management including Google Ads, Facebook Ads, Market research, Lead Generation, and upload in AWS systems
- Negotiation: Cross-selling, Upselling, Contract Negotiation, Retention
- Recruitment: Conducting candidate screenings, interviews, and assessments for sales roles and organizing their training schedule
- HR Skills: : Performance Improvement and management, Disciplinary and Gross misconduct management, Absent management, Fraud Investigation and management, Terminations
Accomplishments
Collaborated with NZ Police in 2016 as International Student Ambassador and orchestrated initiatives to raise awareness among students about their rights while skillfully assisting them in acclimating to new surroundings.
Languages
English
Native or Bilingual
Hindi
Native or Bilingual
Punjabi
Native or Bilingual
References
Available on request
Timeline
Performance Lead - Philippines and NZ
One New Zealand
10.2023 - 04.2024
Direct Sales Team Lead
One New Zealand
09.2020 - 09.2023
Solutions Specialist
One New Zealand
01.2020 - 09.2020
Business Sales Consultant
Employsure
09.2018 - 12.2020
Sales Representative
Power NZ
01.2017 - 07.2018
Front End Duty Manager
Function Staff
02.2016 - 01.2017
Graduate Diploma - Business Administration And Management
AWI International Group
Bachelor of Science - Biotechnology
Punjab Technical University
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