1. GAURAV SONI
gauravsoni6@hotmail.com • 0431316442 • 20 Leinster Grv, Northcote, Vic –3070.
Career Objective:
As an energetic, educated and motivated, sales and marketing oriented professional,
with proven strategy and negotiation skills and extensive experience for both established and
new businesses. I am looking for a long term career and a challenging position, managing
key accounts and maximizing profits. I strive to deliver the best possible result to the
business and be the best in my field where I can lead by example. The need to honour the
company’s ‘brand’ and satisfy the customer has given me a unique understanding on how to
combine both corporate goals and customer needs successfully.
Qualifications:
· Master of Business Administration (Strategy and Management) – Central
Queensland University, Melbourne. (2007 – 2008)
· Graduate Diploma in Business Administration – La Trobe University,
Melbourne. (2005 – 2007)
· Certificate III in Business Sales – Victoria University. (2007)
· Bachelor of Commerce – University Of Jammu, J&K, India. (2001 – 2004)
Professional Experience:
2008 – FOXTEL - Winback Specialist:
Melbourne
Present
o Expanded the company’s overall customer base by re-selling customers who
have already disconnected their service – a critical component to the bottom
line, requiring a highly developed phone sales technique, combined with
above average time management and computer system skills.
2. o Being the last point of contact, delivered an impeccable customer experience
and lucrative deals to retain customers who have already tested, experienced
and disconnected the service, enabling their return to Foxtel.
o Effectively negotiated with consumers to organize more competent deals,
packages and contracts. Educated customers and developed innovative
techniques to regain their business and re-establish their loyalty towards the
company.
o Made sound financial decisions regarding downtime credits, rate reductions,
pay offs, contract extensions, discount service jobs.
o Recovered overdue accounts and made payment arrangements, organized
creative measures to help them get back up to date with payments.
o Delivering an impeccable customer experience and lucrative deals to retain
customers who have already tested, experienced and disconnected the service.
o Conducted team meetings and sharing best practice ideas with colleagues.
o Created customer reports to identify patterns that indicated retention trends,
longevity of customers being retrieved.
o Trained and coached retention staff to fortify their resale skills.
o Developed a co-operative network within the company, as being the last point
of customers’ contact, required continual liaison with all other departments.
Achievements:
· Awarded certificate for record highest number of sales in the department and
consistently being in the top 10% within this division.
· Awarded AFL corporate box tickets, Grand Final tickets on numerous
occasions for achieving highest conversion rate.
· Awarded loyalty souvenirs and JB Hi-Fi vouchers for completing 10 years
with Foxtel.
· Promoted to Sales Coaching program.
3. April 2006 – FOXTEL- Retention Associate:
Melbourne
Feb 2008
o Provided superior level of service in customer interactions and established
long term customer relationships based on trust and loyalty.
o Achieved revenue growth by retrieving lost business and up selling and cross
selling wide range of Foxtel products and value to these customers.
o Participated as a team member to move the retention department towards the
completion of goals set up by management
o Made recommendations of innovative strategies to retain customers to the
manager that were accepted and driven to implementation
o Addressed and resolved customer’s account and invoice queries in a
professional manner
o Accomplished targets and KPI’s whilst building and maintaining customer
relationships with business
o Identified issues and problems and analysed using effective approaches to
choose a course of corrective action to effectively develop solutions to
resolve stakeholder query.
Achievements:
o Acknowledged for exceptional performance and promoted to the Winback
Specialist position.
o Awarded Visa gift cards and Flight Centre Vouchers in R and R programmes.
o Awarded certificates for providing exceptional customer service and
exceeding quality and performance targets.
4. June 2005 – TSA Sales Representative: (TELSTRA Business Retention Campaign)
April 2006
o Contacted disconnected Telstra customers, at the time with other providers,
pitched remunerative deals, recovered their business and generate revenue.
o Utilized all communication channels to managed client relationships and
achieved set sales outcomes, whether phone (inbound/outbound), Fax or
Email.
o Utilized business development skills to identify and acquire new clients
o Provided lucrative deals and excellent customer interactions establishing long
term customer relationships based on trust and loyalty
o Dealt with customer queries regarding their mobile, broadband and business
phones with volumes of inbound calls/outbound calls on a daily basis and
achieved performance targets.
o Provided exceptional customer service to enhance the company’s reputation
o Converted customer objections into sales in a professional and ethical manner
o Performed needs-benefits analysis to ensure customers have the best product
mix suiting their financial needs.
Achievements
o Awarded with David Jones Gift card for Exceeding sales target by 10%
o Awarded as a Team Player award for motivating team towards the target
Skills
o Sound understanding of financial statements, ledgers and trading balance
sheets.
o Analytical, written and verbal communication, sales, interpersonal and team
player.
o Proficient in Microsoft Office suite- PowerPoint, Excel, Word and Outlook.
o Proficient in use of softwares like Kenan, Wizard and Avaya.
