Sharmila Basu

Experience

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  Electronic and Software promotion council (ESC)

  Jan 2002 - Dec 2002

  Secretary to Project consultant

  Special business transactions (Rush Orders, Cash Sales, Consignment Processing).

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  Total Library Solutions Group

  Jan 2003 - Jan 2005

  Secretary to MD

  Planning & executing supplies on equipments and verifying & processing bills for payment of the outsourced/ contracted jobs. Handling inbound/ outbound correspondence, vendor payments, courier’s etc .Sundry work like taking care of re-imbursements, gathering all kinds of information. Handling petty cash.

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  Oxford University Press

  Jan 2005 - Mar 2008

  Customer Service Associate

  Master data management, customer hierarchies and make-to-order processing. Coordinating with warehouse on a fortnightly basis to keep physical stock and systems stock in check and coordinating with international counterparts in UK/ USA.

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  Wolters Kluwer India

  Mar 2008 - Mar 2011

  Sr. Customer Support executive

  1. Involved in direct billing and delivery of reprint journals worth 15cr. 2. Responsible for credit control and payment collection for a business worth 20cr. 3. Conducted customer satisfaction surveys which resulted in a growth of online business from 7cr to 10 Cr.4. Dealing with KAM customers worth 5crs (gov. Accounts) for online training and continuous sales support. 5. Help marketing team to pitch the right product to the right customer with the help of customer data analysis, and ordering history. This initiative helps in increasing print books business by 30%. Show less

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  BMJ

  Apr 2011 - Oct 2017

  1. Improved customer service experience by setting up SLAs, new SOPs, customer feedback matrix.2. These helped in growing the Online business from 3crs to 7crs in a span of 4 years.3. Developed effective direct cost reduction mechanism. In 2014 direct cost was @35% to the revenue of 3 cr, which is now reduced to 18% direct cost with respect to 6 cr of revenue.4. Managed internal and external audit for a business worth 15cr. and completed it within the stipulated time of one month.5.Data driven analysis and reporting to Management which helped in growing online business from 3cr to 7cr till date. Show less

  • Manager Operations

    May 2011 - Oct 2017

  • Sales Support & Admin Executive

    Apr 2011 - Mar 2013
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  Globe Publication Pvt. Ltd.

  Apr 2018 - Nov 2020

  Manager : Sales Adminstration, Marketing and Customer Service

  • Monitor 10 exclusive international publisher businesses worth 70 cr. in India, Malaysia, and Philippines.• Ensure PJP (Projected Journey Plan) for sales rep. are being followed and monitored.• Perform gap analysis to ensure desired performance is achieved.• Conduct regular meetings with sales team to follow up on leads and ensure teams are on track to hit targets.• Preparing daily, weekly & Monthly reports & MIS.• Store and sort financial and non-financial data in electronic form and present reports.• Designing and implementing new, more effective CRM system improving pipeline accuracy. Show less

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  HarperCollins Publishers India

  Nov 2020 - now

  Sales Support Manager