Sarfraz K.

Experience

• 

  Mphasis

  Jan 2007 - Jun 2008

  Customer Support Executive

  As a Customer Support Executive within the credit card inbound section at Mphasis, I played a pivotal role in delivering exceptional service and support to credit cardholders, including clients based in the UK. In this specialized role, my primary focus was on addressing inquiries and concerns related to credit card accounts, providing prompt and effective solutions to ensure a seamless customer experience, regardless of time zones.Key Responsibilities:• Credit Card Assistance: Provided specialized assistance to credit cardholders, addressing inquiries related to account balances, transactions, statements, and card features.• Issue Resolution: Efficiently resolved customer concerns, including billing disputes, unauthorized transactions, and account discrepancies, while adhering to regulatory guidelines.• Compliance: Ensured strict adherence to security and compliance standards in handling sensitive credit card information and transactions.• Communication: Effectively communicated with customers by phone, offering clear and concise explanations and guidance, bridging geographical boundaries.• Documentation: Maintained meticulous records of customer interactions, case details, and issue resolutions to ensure accuracy and transparency.• Team Collaboration: Collaborated with colleagues and cross-functional teams to address complex customer issues and provide comprehensive solutions, fostering a global team environment.• Quality Assurance: Upheld rigorous quality assurance and service standards to maintain consistently high levels of customer satisfaction, meeting the expectations of UK clients.• Performance Metrics: Consistently met or exceeded performance targets and metrics associated with credit card support, resolution times, and customer satisfaction ratings, contributing to positive client relationships.Mphasis BPO equipped me with specialized knowledge in credit card operations and customer services. Tunjukkan kurang

• 

  Other Books

  Jul 2008 - Jan 2011

  Sales Manager - India

  As the Sales Manager – India at Other Books, a prominent academic and literature book distributor and publisher based in Kerala, I played a pivotal role in driving sales and expanding the company's presence across India (Kerala, Karnataka, Tamil Nadu, Maharashtra, Andhra Pradesh, UP, Kolkata, Delhi). My responsibilities encompassed a diverse range of key functions, including:1. Lead Sales Team and Generate Revenue:Led and motivated the sales team to achieve revenue targets and sales objectives.2. Build Book Resellers Network:Established and nurtured a network of book resellers, expanding the reach of Other Books' publications.3. Associate with Libraries:Forged partnerships with libraries, ensuring the availability of Other Books' titles to a wider audience.4. Build Ties Up with Universities and Education Institutes:Cultivated strategic relationships with universities and educational institutions, facilitating the inclusion of Other Books' publications in academic curricula.5. Participate in Book Fairs and Exhibitions:Represented Other Books at prominent book fairs and exhibitions to showcase the company's catalog and engage with book enthusiasts.6. Supply Management:Oversaw supply chain management, ensuring timely and efficient distribution of books to various regions.7. Payment Collection:Managed payment collection processes, ensuring financial transactions were executed seamlessly.8. Manage Regions - Kerala, Karnataka, Tamil Nadu, Maharashtra, Andhra Pradesh, UP, Kolkata, Delhi:Effectively managed sales operations in multiple regions across India, optimizing sales strategies to cater to diverse markets.9. Train Sales Team:Conducted training programs for the sales team, enhancing their product knowledge and building Partnership, and sales skills.10. Overall Sales Management:Implemented comprehensive sales strategies, monitored performance, and devised tactics to achieve and exceed sales targets.11. Reported to the Managing Editor. Tunjukkan kurang

• 

  Mobil AB Glue World

  Nov 2011 - Jan 2013

  Regional Sales Manager - South India

  Mobil AB Glue World, a Kerala-based company and the country distributor of DL Chemicals, Belgium. My responsibilities encompassed a wide range of key functions, including:1. Product Importing Coordination:Coordinated the importing process of high-quality sealant and adhesive products from DL Chemicals, Belgium, ensuring timely availability and inventory control.2. Warehouse and Stock Management:Oversaw warehouse operations, including stock management, inventory replenishment, and efficient distribution to meet customer demands.3. Leading Sales:Led the sales efforts for our product range, driving revenue growth through strategic planning and market expansion.4. Supply Chain Management:Managed the supply chain to optimize product availability, distribution efficiency, and timely deliveries.5. Manage Direct Outlets:Oversaw direct sales outlets in Kerala, ensuring consistent product availability, sales, and customer satisfaction.6. Invoicing Coordination:Coordinated invoicing processes, streamlining financial transactions and ensuring accurate billing.7. Sales Management:Implemented sales strategies, set targets, and monitored performance to achieve and exceed sales goals.8. Sales Team Training:Conducted training sessions for the sales team, enhancing product knowledge and sales skills to drive performance.9. Building Local Distributors & Retailers:Identified and onboarded local distributors and retailers, expanding the company's reach in South India.10. Building Partnerships with Construction Companies:Forged strategic partnerships with construction companies, architects, and builders to promote our products in construction projects.11. Managing Distributors & Partners:Managed relationships with distributors and partners, ensuring alignment with company objectives and growth targets.12. Reported to the General Manager. Tunjukkan kurang

• 

  Cambridge University Press India Pvt. Ltd.

  Jul 2013 - Jan 2015

  Senior Sales Executive - ELT Products - West India

  My Responsibilities were: • Revenue generation for the ELT vertical in West India (Maharashtra, Gujarat, Chhattisgarh & Goa).• Responsible for managing the sales of the complete region as defined.• Promote Cambridge Exams & Books. • Meet authorities of various educational institutions for business discussion.• Prepare and make product presentations to the target audience. • Make joint visits with Schools and Higher Education teams for exam promotion.• Ensure smooth administration of exams.• Train CUP&A staff on exam-related tasks and responsibilities.• Coordinate with the Delhi Operations team for all exam-related issues/services.• Travelling to Universities/trade/ schools and colleges to close deals.• Collaborating with different state and private universities and ensuring branding of CUP in the entire zone.• Organize meetings with managerial decision-makers, principals, coordinators, librarians, book distributors, faculties, etc.• Reporting to the National Sales Manager. Tunjukkan kurang

• 

  Pearson

  Jan 2015 - Nov 2018

  My Responsibilities were: • To develop and manage strategic partnerships and negotiate commercial deals with stakeholders including education and migration agents, commercial and academic language/test prep providers, employers, and others.• Proactively position PTE Academic and expand brand and product awareness and understanding with key external stakeholders• Drive candidate test and Courseware volumes through localized sales and marketing campaigns.• Establish relationships and support with professional partners in the preparation of their students to take PTE Academic.• Set exemplary standards in customer care/service ensuring that high standards are met in the delivery and service of our test.• Support sales & and marketing initiatives of regional partners.• Support region marketing plan including attending conferences & and events• Manage existing channels and Identify prospects for further channel expansion• Effectively meeting customer needs building productive customer relationships taking responsibility for customer satisfaction and loyalty.• Promote the use of PTE Academic to institutions and consultants.• Create and develop a network of PTE Academic course providers.• Conducting webinars and live chats with International Universities and Agents to promote PTE.• Conducting student seminars across schools and colleges to promote PTE.• Representing PTE in student education fairs.• Conduct Online and offline training trainer workshops for PTE trainers.• Managing a team of 1 member.• Promoting the product through International Education Consultancies and Representatives of International Universities.• Conduct “Product Training” sessions for counselors, trainers, and other team members.• Keeping a close watch on the competitors and implementing strategies to have an edge on them. • Promoting the product through online marketing activities like Mass mailing and social activities on Facebook. • Reported to Regional Manager. Tunjukkan kurang

  • Area Business Manager - PTE Academic - South India

    Jan 2017 - Nov 2018

  • Area Business Manager - PTE Academic - West India

    Jan 2015 - Jan 2017
• 

  Prometric

  Nov 2018 - Jul 2020

  Channel Sales Manager - ETS TOEIC - South and West India

  As manager of Sales actively promote English Language Products including TOEIC (Test of English for International Communication), TOEIC Bridge, and Test Prep for TOEIC to all key segments with a major focus on bulk voucher sales to immigration consultants, TOEIC Training & Test Preparation Partners, Study Overseas Counsellors/Consultants, University/Colleges and Schools and support TOEIC Institutional Test delivery. The person will work in close coordination with the Channel and Global Account Management teams in Prometric.My Responsibilities were: • Understanding and documenting the organizational and business structure of the TOEIC product offering and other competitive product lines that drive English Language tests in the country. • Mapping the TOEIC programs available to Key Accounts’ business needs, developing a roadmap of English Language tests to be introduced, and driving the testing behavior of candidates favorably. • Identify large training partners with the potential to drive test volumes by embedding the test tracks in the curriculum to increase the train-to-test ratio. • Identify large immigration Consultants for evangelizing certifications and promoting adoption by the students and faculty in these institutions. • Identifying influencing and deciding elements in each market segment mentioned above with respect to testing requirements and driving bulk volume sales for TOEIC.• Identify Universities/Colleges and schools with the potential to drive test volumes for adopting the exam as a qualifying exam.• Working with the Channel and Account Management team to put in place the enablers based on agreed and committed timelines that will enable revenue to Prometric.• Organize and participate in TOEIC events, seminars, job fairs, and industry events to advocate the value of TOEIC certifications to drive adoption amongst various target groups. • Reported to Director – Channel Operations. Tunjukkan kurang

• 

  OneStep Global

  Nov 2020 - Jan 2021

  Regional Manager - ETS TOEFL - West India

  OneStep Global was the Country Distributor of ETS-TOEFL. Now ETS has its own entity in India. My Responsibilities were: • Responsible for the design and delivery of market plans and strategies to maximize test registrations from the assigned territory.• Responsible for working closely with the existing agent network and will maintain the relationship on the ground and will sign up new agents across the region, to drive more registrations.• Carry out the day-to-day activities – like meeting agents, training counselors, training the trainers, and conducting student sessions.• Imparting product training and new developments of the test to the stakeholders through webinars, events, sessions, and in-person meetings.• Will attend education fairs and recruitment events across West India to meet and advise prospective students.• Responsible for working closely with colleagues across other regions and marketing functions for seamless delivery of the project.• Organise and support recruitment-focused events like webinars on TOEFL, seminars on studying abroad, etc.• Organising and supporting agent workshops and recruitment events with counselors.• Support and implement centralized promotional campaigns on the ground.• Gather market intelligence and competitor landscaping.• Present market updates weekly to the ETS Global team.• Territory - Maharashtra, Gujarat and Madhya Pradesh.• Reported to Project Lead & Executive Director. Tunjukkan kurang

• 

  Prometric

  Nov 2021 - now

  Business Development Manager - Prometric Solutions, ETS SpeechRater & ETS TOEIC - India & South Asia

  This position is an individual contributor responsible for developing and closing new sales and partnership opportunities, specific to Prometric’s test development and delivery services and English language assessments in India. The candidate is expected to acquire local clients with solutions and products developed by Prometric’s global and regional strategic partners. Strong entrepreneurial spirit, ability to develop, manage, and lead solution and sales partners, understand business objectives and needs of client organizations, and ability to work with cross-functional resources to achieve designated business outcomes. In a multicultural, global operating environment, the individual is expected to work with colleagues in multiple time zones and work independently while being a strong team player. Responsibilities:• Business development within the assigned territory and vertical.• Cultivate executive-level contacts within prospective companies and deliver a consultative sales approach• Develop senior-level relationships with clients through personal meetings, presentations, and business meetings often conducted virtually.• Generate market and client awareness of Prometric solutions.• Lead pre and post-meeting strategy development and execution.• Coordinate and participate in proposal generation and delivery.• Link cross-functional teams who are needed to sell and close profitable new business for Prometric.• Develop, build, and close sales pipelines. • Achieve assigned sales quota.• Become the go-to-person for all business matters related to his/her territory/country.• Bridge customer/partner requirements and company solutions.• Maintain a high level of prospect and customer engagement.• Thoroughly understand Prometric’s financial and channel operational models to drive profitability and make use of either existing or new technology that may be introduced by Prometric in the future.• Reported to Managing Director, Emerging Markets (SVP - APAC). Tunjukkan kurang