LEON JOSEPH MANNAS
Hyderabad,UAE
Summary
Hardworking Sales Rep talented with clerical work and skilled in managing team assignments. Experienced with word processing, data entry and scheduling to support office needs. Adapts easily to changing needs and analytically approaches diverse administrative issues. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
12
12
years of professional experience
Work history
SR. Quality Assurance Lead
Randstad India Pvt Ltd
Hyderabad
08.2021 - Current
- Performed gap analysis and risk assessments to maintain quality conditions.
- Addressed non-conformance issues quickly to eliminate repeat problems.
- Set staff objectives to maintain quality standards across production and manufacturing activity.
- Observed changes in quality regulations, implementing process and procedure updates to upkeep compliance.
- Approved documentation within quality schemes for accurate, reliable reference.
- Reviewed team performance and recognised training requirements to upskill quality assurance staff.
- Advised on specification and labelling requirements for compliant new products.
- Enabled peer assessment opportunities to develop staff abilities and improve quality assurance.
- Guided managers on quality control strengths and opportunities for enhanced strategy planning.
- Reported on quality audit outcomes and presented findings to stakeholders for good operational planning.
- Collaborated with stakeholders in setting and completing service quality assessments.
SR. Collections Specialist
Quess Corp Ind Pvt Ltd
Hyderabad
06.2018 - 07.2019
- Improved workforce talent by training staff [Timeframe] in money collection procedures, accounting software and [Type] strategies.
- Achieved performance goals on consistent basis through strong knowledge of industry best practices.
- Monitored accounts for compliance with established payment plans and flagged those in violation.
- Worked in call-centre environment handling manual and automatically dialled outbound calls.
- Performed customer credit checks and advised on credit limit adjustments.
- Trained new team members on scripts, company services and performance strategies and provided mentoring.
- Maintained high volume of calls to meet demands of busy group.
- Performed collection of overdue debts, reconciling high-volume account queries.
- Closed month-end sales ledger with consistent record of 0% error rate.
- Performed all debt collection activities in compliance with Financial Conduct Authority (FCA) guidelines.
- Addressed and resolved customer disputes to support favourable collection rates.
Sr. Collections Representative
SVK Global Solution Pvt Ltd
Hyderabad
05.2020 - 09.2020
- Handling inbound, outbound calls and chats with regards to customers' accounts on bill payments
- Following up with clients who promised to make payments on their account due
- Collecting payment through Ivr's and updating the same on the customer's account
- Helping customers with payment plans in case of any payment issues
- Updating the tracker of payments made and failed to pay on promise date and submitting the same to the back-end team
- Helping the team in supporting new agents on the floor
- Handling a team of 18 agents with regards to outbound calls for sales
- Conducting team hurdles before the start of day
- Discussing of strategies on achieving sales
- Discussing points from the previous days calls and unexpected queries about the product for better understanding
- Handling escalation calls and trying to convert prospect into a sale
- Conducting team meetings after lunch to discuss on the number of calls made and the prospect list
- Preparing a report on the calls made and segregating it according to the prospects and sales done for that day
- Reporting the same to the client.
Call Centre Quality Analyst
United Health Group, Optum
Hyderabad
03.2014 - 07.2015
- Maintained high standards of accuracy and quality in data entry and recordkeeping.
- Identified skills gaps and arranged relevant training to upskill clerical team.
- Resolved team conflicts and assisted with identified problems to maintain sense of teamwork.
- Instructed employees in company policies and procedures, maximising compliance and consistency.
- Conducted individual appraisals, set KPI targets, and devised professional development plans to improve staff performance.
- Assessed employee performance on weekly basis and implemented corrective actions.
- Supported the company in maintaining a work environment focused on quality, communication, collaboration, integration and teamwork.
Senior Sales Advisor
24/7 Customer Care India Pvt Ltd
Hyderabad, India
06.2011 - 03.2013
- Created and managed client contracts, negotiating positive, profitable terms to aid target revenue attainment.
- Generated new leads and opportunities to maximise revenue.
- Established and maintained positive, profitable client relationships through superb communication.
- Delivered professional sales presentations, creatively communicating product quality and market comparisons to prospective clients.
- Built focused new client networks, growing business opportunities and increasing revenue possibilities.
- Qualified prospects to determine future sales possibilities and improve conversion efforts.
- Maintained contact with customers throughout sales and pre-delivery process.
- Updated CRM software with contract records, renewal timeframes and customer details.
- Built long-term relationships with customers and generated referrals from existing clients.
- Partnered with internal teams to identify, present and close opportunities with new clients.
Education
Bachelor of Commerce - Computers
University of Hyderabad
Skills
- Excellent verbal, written and interpersonal communication skills
- Outstanding customer service skills and dedication to providing exceptional customer care
- Credit and collections
- Data entry
- Public Relations
- Accounts reconciliation
- Policy and procedure modification
- CRM and office management software
- 100% Focus on quality and customer service
- Exceptional listening and analytical skills
- Able to effectively deal with people at all levels inside and outside of the Company
- Creative ability & writing proficiency
- Ability to multitask and successfully operate in a fast paced, team environment
- Software Packages:
- MS-Office, MS-Excel (Mid-Level), MS VPN, ITSM, SAP, INTERACTION DESKTOP
- Operating Systems: Windows XP, 7, 8, and 10
- E-mail Technologies: MS Outlook
- Ticketing tool: GENESYS, ITSM, QFINIT, SWIFT, SERVICE NOW & QUICKBOOKS
- Auditing Tool: Qfinity & Nice
Languages
English
Native
Hindi
Advanced
Telugu
Intermediate
Timeline
SR. Quality Assurance Lead
Randstad India Pvt Ltd
08.2021 - Current
Sr. Collections Representative
SVK Global Solution Pvt Ltd
05.2020 - 09.2020
SR. Collections Specialist
Quess Corp Ind Pvt Ltd
06.2018 - 07.2019
Call Centre Quality Analyst
United Health Group, Optum
03.2014 - 07.2015
Senior Sales Advisor
24/7 Customer Care India Pvt Ltd
06.2011 - 03.2013
Bachelor of Commerce - Computers
University of Hyderabad
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