8/12/2019 As Part of the ACE

1/3

As part of the ACE Thailand Senior management Team, managing the

telemarketing team consisting of over 350 telephone sales executives.

Handling and allocating substantial daily, monthly & yearly sales targets.

Managing the call out list to ensure that the company get the optimum return per

sales lead.

Attending business reviews with customers, sponsors & partners to review

performance, results of action plans and to discuss and agree on future plans.

Provide the recruitment and training strategy to the HR department and getting

involved in the recruitment process at all levels.

Responsible to adapt and implement new rules / regulations from Insurance

Committee.

Manage the solicitation cost related to Telemarketing expense within the AceP&L.

Responsible to providing general customer feedback to marketing team to

enable them to adapt quickly to changing market conditions.

Supervison on all marketing implemenation plans for all new projects and

sponsors to ensure effective communication to the staff and fault free

implementation and service delivery from day one.

Over 5.6 years of experience in Field marketing and Telemarketing operations

covering the following areas:

Manage the outsourced telemarketing centers and drive productivity from

outbound campaigns

Manage Tele Sales Representatives (TSRs) remuneration & incentive plans;

career path to control attrition and increase productivity.

Develop Sales training manual to train the TSR for outbound and inbound sales

campaigns.

Handling the Telemarketing operations for a BFSI Client. Ensure the client is

profitable and achieve the financial target set for the client.

Worked in end user, consulting and delivery roles giving a 360 degree exposure

on all areas of life insurance.

Operations Management,Strategic Business Planning, New Set Ups, Requirement

Mapping

- Process Management

- Vendor Management

- Quality Management Practices

- Service Delivery

8/12/2019 As Part of the ACE

2/3

- MIS Management

- Change Management

- Metrics Improvement

- SLA Management

- Report Management

- Performance Management

- Outbound / Inbound Voice based Operations Management

As Contact Centre Head, Telemarketing: Span of Control 700+

Role:

Distinguishing efforts towards spearheading operations of inbound andoutbound Telemarketing channel with a team of over 700 members.

Conducting regular audits on vendor performance and capability.

Formulating & implementing plans to sell end to end Insurance through

Outbound B2C Telemarketing.

Assessing MIS reports &other statements with a developing future business

plan for the voice based service delivery offering.

Managing the overall operations and focusing on productivity improvement at

all levels.

Steering continual focus and taking proactive measures towardsachieving top /

bottom line and margins.

Identifying gaps and formulating the strategies to achieve common objectives.

Attainments:

Pivotal in establishing Outbound Telemarketing channel in North.

Played an instrumental role in optimizing and reducingcost of the service.

Current role at HANSA CEQUITY is of setting up Telemarketing operations for a

BFSI client. Project requires identifying and reaching out to specific prospects by

designing Spend Optimizing Processes through segmented database led

activities.

Plan and direct the organizations activities to achieve stated/agreed targets

and standards for operational, quality, culture and statutory adherence.

8/12/2019 As Part of the ACE

3/3

Review and report performance / progress of the organization on a regular

basis and ensure the efficacy of Management Information System.

Examine the operations and identify profit improvement / cost reduction

opportunities.