Manisha Sood

Completed Advanced Diploma of Conveyancing , online from NBIA - an AICC accredited institute. Also completed an optional PEXA basics module and Leap Basic certifications.

As a Maps Analyst and search engine evaluator independent contractor I provide feedback and critical insights for search engine companies to improve their search. Its a Part Time work from home assignment , and requires attention to detail, independent research on the internet , 90% quality and accuracy scores as well as adhering to complex rating Guidelines across many task types.

Business strategist, Administration and Marketing support to Biz-eNet as Office Manager Part Time in our Family business Melbourne based. Provided marketing, Advertising, Admin support. Created performance review and appraisal systems, improved stock keeping, worked on creating a Monthly revenue stream and Introduce Managed IT services.

I lead a team ( 24x7, web and Voice process ) Team of service delivery professionals, for a US based Fortune 500 Company EA. I was responsible for complete end to end deliverables. This involved :

• Meeting and Exceeding client expectations on Program deliverables
• Client Relationship management.
• As Program head overseeing all company communications to client end.
• Training and development to achieve high performance team.
  Enforcing processes and maintaining Service Levels.
• Continuously Improving processes to achieve greater efficiency and productivity. Brought Operational improvements which resulted in savings and improved profit margins.
• Quality Assurance
• Team Building and motivation i.e Building People capital within via performance reviews, Incentivization and Mentoring programs.

Engineered program growth from a 10 member Test Team to 200 +. My strength has been - blending Operations ( People and Processes ), training and Quality systems on the floor to achieve all round performance. Have consistently worked at “Adding Value” to Clients business.

Helmed several process support teams who carried out : e mail, live chat, Inbound telephony support and Customer retention program’s. Scope of support encompassed technical trouble shooting, product support, After sales service on critical areas which directly impacted client revenues.

As a Senior Management Team member, I was involved in company wide policy and strategic initiatives along with their implementation on HR, IT and Admin issues. Been twice to United States and aware of their Business environment, ethics and work needs.

Broadcastindia – was a rich media broadcast site and early adapters of the Internet Revolution in India. As Manager for its Voice Mail service called – “Zingmail", was Involved in conceptualization, software development, testing and launch of their Voice mail service, as well as manage a team of customer service professionals.

“Magus” in years 1990 to 2000 was India's leading Direct Marketing Organization with offices in 5 metro cities and client base of leading Companies availing its services.

Projects handled - Inbound & Out bound Telephony.
Handled Telemarketing operations for complete suite of Citibank Financial Services –Banking, Accounts (The prestigious Citigold A/c), Home loans. Credit Cards, Car loans & Overdraft A/c’s )
• Times of India ‘Brand Awareness’ campaign – The campaign resulted in an increase in classified advertisements from 2 column spaces to 5 in the 1st six months itself.
• Parker –Established highly successful outbound sales team for lead generation for their B to B corporate sales team. Business realized in Just six months exceeded targeted figures.

Major Responsibilities:
Overseeing Recruitment, Selection and training of new staff
• Developing new project guidelines/devising scripts/methodology and MIS
• Leading and Motivating a team to ensure performance targets are met & desired service levels maintained

• Interface with clients on a constant basis on vital project issues
• Sourcing and developing new clients for the Organization.