Abhinav Banerjee

Develop and drive strategic initiatives with clients nationally for new business and facilitate marketing of new modules from eClinicalWorks. Maintained a 95% client retention rate, helping clients generate revenue and succeed by cutting back patient wait times and improving quality of care. Establish rapport and build strategic client relationships through understanding the clients' business, organization, goals and needs. Training personnel and helping team members develop their skills.

Analyzed call volume, customer feedback, and sales data to identify patterns in customer behavior and identified opportunities to improve customer service and drive sales. Planned and implemented strategies for achieving customer service objectives with a focus on meeting customer satisfaction ratings of 95%. Delivered outstanding customer experience while managing a team of 10 agents by implementing training programs focused on communication skills and analytical thinking. Conducted interviews and shortlisted potential candidates for the team. Coordinated with Marketing and IT departments to establish an automated email system to improve customer service quality by 20%.

Increased revenue by implementing effective sales strategies in sales cycle process from prospecting leads through close. Analyzed past sales data and team performance to develop realistic sales goals. Remained current on industry trends to better understand customer needs, product effectiveness and sales tactics. Coached sales associates in product specifications, sales incentives and selling techniques. Achieved sales goals and service targets by cultivating and securing new customer relationships.

Leading a group of 12-15 BDEs/Agents. Analyzing the project and line of business necessities to lead the team for achieving the KPI targets. Simplifying the approach and conducting improvement projects (end to end structure & governance). Focused communication with agents for consistency. Understanding the business aspects before coaching discussion and simplifying the content. Working in coordination with the Workforce Management Team for High Volume Queues.

Joined as a Customer Service Executive handling UK customers for a Global E-Commerce Company. Resolved customer issues and grievances via chat and email. Promoted to Senior Customer Service Executive and later to Process Specialist. Provided on-the-job training and mentoring to new trainees. Facilitated cross-functional collaboration to identify and resolve process-related issues. Developed process documentation that ensured consistent and efficient execution of tasks across teams.

Developed quality metrics and performance indicators to measure and monitor product quality. Trained and coached employees on quality procedures and standards, resulting in improved product quality. Tracked and monitored progress of trainees to identify areas of improvement and provide feedback. Developed and implemented tests and quizzes to assess trainee knowledge. Created comprehensive training materials such as videos, presentations, and handouts.

Generated sales leads for Auto Loans and Auto Insurance Industry for the US Market. Established, developed and maintained positive business and customer relationships. Reached out to customer leads through cold calling. Achieved agreed upon sales targets and outcomes within schedule. Coordinated sales effort with team members and other departments.