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About

Sales & Operations Leader with nearly 7 years of progressive experience across UK B2C telecom and entertainment operations, growing from frontline sales into process excellence and people leadership. Currently leading a 30-member sales team with ownership of a £2M monthly revenue portfolio, delivering 122% of FY 2024-25 revenue target. Brings a strong track record of turning performance gaps into measurable business outcomes through data-led coaching, process redesign, and frontline empowerment. Combines commercial acumen with operational excellence to strengthen conversion, productivity, customer resolution, and team performance within high-volume contact-centre environments.

Experience3

  1. Team Leader - Sales Operations

    06/2023 — Present

    Firstsource Solutions Limited

    Lead and coach a 30-member sales team for UK B2C telecom and entertainment, managing a £2M monthly revenue portfolio and delivering 122% of FY 2024-25 revenue target. Oversee 30,000 monthly customer transactions in a high-volume environment, conduct forecasting and KPI reviews, and partner with stakeholders to improve execution and service quality. Acted as Assistant Manager - Operations on secondment, broadening responsibilities to cross-functional coordination and operational governance.

  2. Process Excellence Leader

    07/2022 — 06/2023

    Firstsource Solutions Limited

    Led process improvement initiatives focusing on operational efficiency, service quality, and workflow consistency. Analyzed performance trends to identify improvement opportunities and worked with frontline teams to implement practical actions and strengthen process adherence.

  3. Sales Specialist - UK Market

    11/2019 — 07/2022

    Firstsource Solutions Limited

    Managed high-volume inbound B2C sales for UK telecom, broadband, and entertainment products, closing deals averaging £64. Developed skills in objection handling, needs-based selling, and upselling bundled services. Maintained CRM accuracy supporting reporting and forecasting.

Projects3

  • Transfer Containment & Operational Efficiency

    Redesigned frontline triage and containment processes by improving IVR routing, introducing a One-Touch Handoff matrix, and expanding frontline resolution authority, reducing inter-site transfer rates from 28.9% to 23.8%.

    • IVR
    • Process Redesign

  • AHT & Throughput Optimisation

    Implemented single-screen loyalty knowledge access, automated end-of-call disposition logging, and targeted coaching on dead-air and system navigation to lower average handle time.

    • Automation
    • Coaching Techniques
    • Knowledge Management

  • Customer Experience & First-Time Resolution Enhancement

    Addressed repeat contacts through root-cause analysis, mandatory Next-Step Clarity call-wrap framework, and refresher coaching targeting bottom-quartile advisors.

    • Root-Cause Analysis
    • Coaching Frameworks

Education1

  • Bachelor of Business Administration

    2022 — 2025

    Chandigarh University