Aaron Joseph

Experience

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  FirstRing India Pvt. Ltd

  Mar 2001 - Aug 2002

  Customer Services Representative

  Roles & Responsibilities: Take calls for most part of the 8 - hour shift. Assist new associates in their calls. Take escalated calls for associates in the absence of Team Supervisor.  Motivate the floor in absence of Team Supervisor or a Team Leader.

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  FirstRing India Pvt. Ltd / ICICI OneSource Ltd

  Sept 2002 - Sept 2004

  Process Manager

   Manage and supervise the team to ensure that service level agreements (SLAs) and quality standards are achieved. Process Revenue/ Budgeting forecast.  Communicate organizational goals to the associates and ensure achievement of the same. Scheduling associates based on the requirement of the project on a daily basis. Plan project requirements like, systems, number of associates, accessories Assist process trainers from US in training the new associates. Constantly interact with the quality team to enhance the quality of calls, both, individually and as a team. Assist the training team in designing an effective training module. Interact with the dialer team in US for smooth functioning. Monitor calls and coach associates on a daily basis. Prepare daily reports for managers, clients & other functional departments. Design incentive structure for the associates and Team Leaders every month, based on the budget. Show less

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  ICICI OneSource Ltd

  Sept 2004 - Sept 2005

  Sr. Executive – Risk & Compliance

  Roles & Responsibilities: Review all new or revised policies and regulations of the System. Coordinating with US and UK legal advisors for compliance with Federal rules and regulations. Determine if new rules or modifications of current rules are recommended.Design Process SLA’s, implementation and client interactions related to SLA structuring and functioning. Distribute policies and regulations through all applicable channels to all affected departments Provide training, as appropriate, to present, interpret or explain the rules. Make recommendations to Head-R&C concerning policy compliance Oversee the development or implementation of rules Show less

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  United Telecom Ltd

  Oct 2005 - Apr 2006

  Deputy Manager - Quality & Compliance

  Roles & Responsibilities: Manage a team of 11 QA’s to ensure that service level agreements (SLAs) and corporate quality standards are achieved across all processes working in the system. Review all new or revised policies and regulations. Coordinating with US and UK legal advisors for compliance with Federal rules and regulations. Provide training, as appropriate, to present, interpret or explain the rules. Make recommendations to Chief Executive Officer concerning policy compliance Delivered a Six Sigma Green Belt project on “Improving the 1st Week agents floor performance”.Additional Responsibilities: Managed the Training department for US and UK processes working in the system. Set up the training team of 7 trainers for Customer Service, Accent Enhancement & Process Training. Managed Business Development. Show less

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  Dell International Services

  Oct 2006 - Feb 2009

  Technical Expert

  Roles & Responsibilities: Take calls for technical issues. Assist new technician in troubleshooting. Handle escalated issues on technical issues in the absence of L2. Provide technical training on new issues Provide updates to product group team for tools/resources updation

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  Replicon

  Feb 2009 - Nov 2016

  Roles & Responsibilities: Key Account Management, Inside Sales and Business Development Established rapport and cultivated relationships with key decision makers to increase current revenue stream and reduce churn Up selling & cross selling within existing client-base by creating opportunities of growth, both vertically and horizontally. Single Point of Contact for Strategic Accounts, Experience handling Large/Enterprise accounts Active Cross-Functional liaising between sales department and other sales-related units Build relationships across all levels of a client’s business that enrich our business partnership and enhance client retention Reviews market analysis to determine customer needs, volume potential, price schedules, and discount rates, and develop sales campaigns to accommodate goals of company Excellent communication, collaboration, team building and relationship management skills that quickly assess situations, spots problems, and generates results. Working closely with the implementation teams to ensure your clients’ expectations are exceeded and operational goals are met Show less Roles & Responsibilities: Work on renewal of accounts (logos). Negotiate with customers on pricing, additional business and long term business deals Create reports for self and team to enhance performance Team building and training Assist Training team in developing process map Process enhancements and innovation Regular engagement with C-Level decision makers to ensure and promote customer satisfaction Process enhancements and innovation Co-ordinate with existing clients to get repeat business Escalation handling and resolution Coaching and mentoring the team Show less

  • Global Account Manager / Senior Account Manager - Global Sales

    Apr 2014 - Nov 2016

  • Team Lead - Renewal Sales

    Feb 2009 - Mar 2014
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  Kaseya

  Nov 2016 - Oct 2017

  Inside Sales Manager

  Roles & Responsibilities: Call handling to pitch and close sales Suggest and implement improvements in the sales administration process Up selling & cross selling within existing client-base by creating opportunities of growth, both vertically and horizontally. Single Point of Contact for Strategic Accounts, Experience handling Large/Enterprise accounts Liaise with Marketing and Product Development departments to ensure brand consistency and increase sales Build relationships across all levels of a client’s business that enrich our business partnership and enhance client retention Reviews market analysis to determine customer needs, volume potential, price schedules, and discount rates, and develops sales campaigns to accommodate goals of company Excellent communication, collaboration, team building and relationship management skills that quickly assess situations, spots problems, and generates results. Research and discover methods to increase customer engagement Show less

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  Freelance

  Jan 2018 - now

  Customer Success Consultant

  Working as a Customer Success Consultant - Freelance* Understand client business and suggest means of enhancing business performance* Negotiate and engage new vendors to reduce expenses* Research and discover methods to increase customer engagement* Reviews market analysis to determine customer needs, volume potential, price schedules, discount rates* Establish rapport and cultivate relationships with key decision makers to increase current revenue stream* Discuss and improvise methods to increase brand visibility Show less