A. MOHAN KRISHNA

Responsible for creating the company's Driver Operations strategy, analyzing data from delivery processes to find bottlenecks and other issues, evaluating and reporting on KPIs, monitoring logistics, maintaining driver records, training and guiding employees, finding cost-effective solutions for driver onboarding processes, and resolving issues (e.g., delays in delivery, accidents). Managed a team of 20 Tele-calling Associates and 15 Field Driver Onboarding Executives.

Responsible for achieving growth and hitting sales targets by managing the sales team, designing and implementing a strategic business plan, owning recruiting and performance monitoring, building customer relationships, presenting sales reports and forecasts, and maintaining a team of 30 Telesales Executives.

Responsible for maintaining excellent relationships with enterprises by assessing their needs, promoting facilities/products, achieving targets from existing clients, executing services, and managing the database of prospects.

Responsible for meeting weekly and monthly targets, achieving new target budgets, maintaining ongoing business revenue, preparing new business proposals, submitting monthly business reports, and speaking to private and corporate companies regarding hiring and product offerings.

Responsible for solving escalated customer queries and providing first-time resolution. Empowered as a decision maker and approving authority, requiring understanding of customer queries and highlighting major complaints to the service team.

Responsible for auditing daily calls, recording feedback, suggesting improvements to customer service representatives, updating call center processes, and ensuring adherence to proper telephone etiquettes and resolutions.

Responsible for running and managing the call center daily, setting targets for agents, scheduling shift patterns, monitoring calls for adherence to quality standards, facilitating training sessions, and conducting performance reviews.