This document outlines the skill sets and responsibilities of an individual in pre-sales, sales, and post-sales roles including providing qualified leads, enhancing customer experience and loyalty through various digital platforms and contact centers, analyzing customer data and ROI, managing collections, and people. The individual achieved high customer retention and satisfaction ratings, improved revenues through repeat sales, and maintained strong collections through process improvements and loyalty programs.

1. Nitten Bbinhhani in.linkedin.com/in/nittenbznitten18Skill sets of
Pre-sales Post SalesSales
Lifecycle
Stages
• Provide qualified leads to Sales
• Customer Engagement
• Analytics & ROI Insights
Customer Experience Strategy - PLL & IBREL
• Consistently deliver delightful experience at each touch point
• Enhance customer loyalty, retention & drive revenues.
CU$TOMER$
BUSINESS
SUPPORT
SYSTEM
ANALYTICS
MOBILE APPIVR
360° Information Capabilities to every stakeholder
Digital Platform - PLL & IBREL
Contact Centers - PLL & IBREL
80% Self Help
• Achieved Customer Retention till 93%.
• Improved Revenues by $31.8 Million via repeat sales.
• Enhanced Customer Satisfaction ratings by 18%.
• Improvised Processes using Lean & VoC.
• Implemented Loyalty Programs.
Collections
• Maintained Q-o-Q 91% Collections
• Improved Bucket-1 Ratio to 87%.
People Management
• Team Engagement & Feedback.
• Appreciation & Rewards on milestones.
• Performance driven culture.
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