SAKINA JARIWALA
colony, Pune,India
Summary
I am an innovative and results-driven business leader who always focuses on achieving exceptionalresults in highly competitive environments that demands continuous improvement. Demonstratedexcellence in Quality Management, Client Management & Team Management. Seasoned professional with focus on driving sales and business growth. Can deliver significant increase in territory revenue through strategic relationship building and customer-focused selling tactics. Possess unique skills in market analysis, team leadership, and sales strategy development.
Overview
16
16
years of professional experience
Work history
Senior Area Sales Manager
Bajaj Finserv
Pune, India
07 2023 - Current
- Led a high-performing sales team towards achieving ambitious targets consistently.
- Analysed sales data to forecast future trends and objectives accurately.
- Administered performance reviews, promoting a culture of continuous improvement and excellence.
- Provided regular feedback to the team, fostering a constructive work environment.
- Analysed sales reports to identify trends and update strategies.
- Strategised cross-promotions with new and existing partners to expand sales and marketing opportunities.
- Supported front-line sales teams with well-coordinated administrative operations.
- Evaluated sales and service processes to generate targeted improvement strategies and increase revenue opportunities.
Deputy Sales Manager
Finserv
07 2021 - 07 2023
- Currently handling Credit Cards Business (RBL, Axis, SBI and CITI bank) with a team of 40 Agents, 4 Tl's and 2 AM's
- Driving Business via Online channels
- Driving Business for PAN India Level Mapping City and State wise Distribution
- Tracking Conversion ratio per agent and driving Business accordingly
- Giving Digital Experience of 6+ years
- Handling Digital Sales Platform for Bajaj Finserv Markets
- Monthly and Weekly target Setting and Weekly review for tracking the same
- Identifying, hired and trained highly-qualified staff by teaching best practices, procedures andsales strategies
- Monitored metrics for sales of unsecured loans and credit cards to assess performance andimplement continuous improvements
- Created effective strategies to achieve new targets after researching and analyzing gaps
- Coached associates in successful selling methods and encouraged cross-selling to driverevenue
- Monitored customer buying trends, market conditions to adjust strategies and achieve salesgoals
- Accomplished sales goals and boosted revenue through product knowledge and customerrelationship management.
Senior Quality Analyst
Altruist Technology India PVT LTD, Hinduja Global
2018.09 - 2021.05
- Responsible for Training and Quality for Bajaj Finserv, Bajaj housing finance limited & Bajaj Health
- Span : 1800 associates 40 QA's
- Manging 26 different line of business's falling in 4 categories: Insurance, Credit Card, Lending & Extended warranty
- Charted special trainings chart on employee competency enhancement, behavioral & attitude change and conducted them to improve efficiency of the staff
- Quality Function includes management of CQ Scores & Defect %, identification of TNI's
- Process Improvement Projects involving the PDCA approach or DMAIC approach, BQ management, ZTP framework, Audit the auditor, data analysis to study trends and identify outliers and timely publishing of quality dashboards and various reports
- Analysing input matrix (Dialer Hygiene) of associates and provide suggestions to enhance productivity & efficiency (Connect to conversion)
- Responsible for Risk and Compliance for the centre which include implementation of no paper pen policies , no mobile phones, CCTV coverage, ID compliance, configuration management and Risk register for SFDC
- Spoc for External audits conducted by the client at regular inetervals
- Part of the Leadership Team representing HGS in all Monthly Business Reviews
- Management Connects and Monthly Steering Committee meetings.
Senior Team Lead & Quality Analyst
Coins Technology Pvt Ltd
2011.09 - 2018.04
- Overall responsible for maintaining unit Quality norms and Team performance target
- Responsible for regular call audits facilitating adherence to predefined process requirements and quality parameters
- Developed training modules based on analysis of identified process gaps and conducted
- Refreshers to strengthen the process, product & system knowledge of TSEs
- Managed documentation for audits, content development/ upgrade for trainings and internal communication with all the stakeholders including Floor SME, Team Supervisors and
- TSEs
- Drove call quality of the team and maintained scores at >= 85% as well as ensured script adherence with defect percentage of <= 10%
- Initiated changes in the call script as per changing process requirements in liaison with
- Management
- Assist management with hiring and new team members training
- Develop team strength and improve productivity by determining which team member excels at which task
- Evaluating goals and determining how the team measure success and prevent performance dip
- Assigning ground rules and clear assigning task to prevent source of conflicts
Subject Matter Expert
Atharva Trading Exim Pvt Ltd
2009.05 - 2011.07
- Conduct batch connects for NHT
- Responsible for training and OJT performance for 0-30 days tenure
- Basis the performance initiate development plan to upscale the OJT associates
- Have trainers teach backs session to improve the efficacy of the training and OJT associates
Education
Bachelor degree - Commerce
Savitribai Phule Pune University
2019
Intermediate - undefined
Abeda Inamdar Junior collage
2007
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S.M.Chokesy High School
2005
Skills
- Recruiting and hiring
- Financial records analysis
- Sales and market development
- Excel proficiency
Accomplishments
- Skills
- Strategic Planning, Training & Development
- Recruitment, Staffing, Attrition Management
- Performance Improvement & Capability Building
- Internal Audits, Improvement, Excellent Customer Service
- Motivation, Presentation & Oratary Skills
- Performance & Quality Standards, Process Optimization Projects
- Projects
- Reduction in Credit Card TVR Reduction from 6.2% to 1.8% in 4 Months and initiating retention module
- Increase in STR for Bottom Quartile and enbaling the set agents to qualify for incentives
- Reduction in CD- CE 11% to 6% I'm 2 months by monitoring defaulters on real time basis
- OKYC Penetration project and doing a cost saving of 22.7Lac in 6 months leading to increase in STR% and reducing CD-CE Achievements & Awards
- ISO certification ISO 9001:2015 CQI/IRCA approved Lead Auditor
- Lean Green Belt Six Sigma certified
- Lean Black Belt Six Sigma Certified Language
- English
- Hindi
- Marathi
- Gujarati
Timeline
Senior Quality Analyst
Altruist Technology India PVT LTD, Hinduja Global
2018.09 - 2021.05
Senior Team Lead & Quality Analyst
Coins Technology Pvt Ltd
2011.09 - 2018.04
Subject Matter Expert
Atharva Trading Exim Pvt Ltd
2009.05 - 2011.07
Senior Area Sales Manager
Bajaj Finserv
07 2023 - Current
Deputy Sales Manager
Finserv
07 2021 - 07 2023
Bachelor degree - Commerce
Savitribai Phule Pune University
Intermediate - undefined
Abeda Inamdar Junior collage
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S.M.Chokesy High School