Manju Dadlani

Experience

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  Vistaprint

  May 2006 - May 2009

  Creative Services Supervisor

  As a supervisor, I met and exceeded revenue targets through assessing key performance indicators, coaching, providing feedback and training on sales techniques. I proactively and routinely measured customer satisfaction and became a customer advocate to ensure compliance and gain repeat business. I participated in global meetings and shared feedback which led to high level decisions that positively impacted the organization. I was also able to improve on my communication skills, feedback delivery and team engagement. Show less

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  Elite Events JM

  Jul 2010 - Jul 2020

  Business Owner

  I am an experienced event planner with 10 years working in the local and international entertainment industry. My experience includes international trade shows, production at Sumfest, Jamaica Jazz & Blues Festival, Build Expo Jamaica and the Icon Mall Launch in addition to weddings and other private events.

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  Unique Vacations, Ltd.

  Jul 2010 - Jun 2018

  Senior Wedding Planner

  As a senior wedding planner, I increased wedding revenue by 35% and booked 1 million USD in sales yearly making me a part of the organizations elite sales team. I worked with top revenue earning travel partners exclusively and partnered with them on trade shows that increased their brand recognition, product knowledge and revenue as well. I've worked throughout the Caribbean and USA, educating potential business partners on the benefits of pre-travel wedding planning with Sandals & Beaches Resorts and I'm featured in the YouTube video below as a part of a PR campaign highlighting these benefits. Show less

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  Pens.com

  Aug 2018 - now

  As the Telesales Manager at pens.com in Montego Bay, Jamaica, I am responsible for leading a dynamic team of Supervisors, Team Leaders, and 215 Sales Agents to consistently meet and exceed sales targets, KPIs, and SLA goals. My role involves overseeing sales performance, conducting weekly reviews, and providing coaching, training, and strategic direction to drive business growth. I play a key role in analyzing metrics and aligning team performance with the company’s broader strategic goals.Key responsibilities include managing the recruitment, training, and retention of talent, implementing workforce strategies, and mentoring my leadership team to further their managerial and operational skills. I work closely with senior management to develop and execute the contact center operations strategy, focusing on improving business efficiency and customer experience.I monitor and optimize team productivity by creating & managing KPIs, implementing incentive programs, and fostering a collaborative work environment. Additionally, I ensure operational standards are met, employee service levels are maintained, and quality of service continues to improve. I am also responsible for forecasting revenue and implementing innovative strategies to drive significant year-over-year growth.My management style is hands-on, and I am dedicated to continual improvement. I ensure that our policies and procedures are followed while maintaining a positive and professional work environment. I also stay current with industry trends and best practices by attending workshops and participating in professional development opportunities.Key Qualifications:1. Four years of Call Center Management experience2. Proven success in sales leadership, managing KPIs, and driving growth3. Strong financial and analytical skills, with experience in workforce development4. Excellent communication and interpersonal skills5. Ability to lead cross-functional teams & collaborate with executive leadership Show less As a Servant Leader, I have lead, mentored and developed Operation Supervisors and Team Leads to meet KPI's including setting expectations, managing performance, communication, disciplinary issues, etc. My role includes analyzing metrics, creating budgets, and tracking performance trends in the Call Centre in an effort to identify opportunities and develop executable action plans aimed to improve performance. My outcomes are a result of collaborations with Human Resources, my peers and Site Director when determining and implementing policies, changes in the organizational structure, and planning staffing requirements to meet long-term growth and financial objectives. One of my core functions is owning the change management process for my assigned department, teams or site as required. Show less As an operations supervisor I have identified performance drivers and implemented engagement strategies which increased revenue and kept my department quality compliant with reduced errors. I've participated in global meetings to track and improve the efficiency of department processes and employees. I have partnered with recruiting to work on job fairs and fine tune the individual department requirement metrics. I have partnered with the senior operations management team to create sales training materials and completed training sessions which increased productivity and revenue. Show less

  • Telesales Manager

    Dec 2023 - now

  • Inbound Operations Manager

    Aug 2020 - Nov 2023

  • Operations Supervisor

    Aug 2018 - Aug 2020