Freshdesk
Parvin Ganesan
Sales And Customer Experience Manager
Ampang, Selangor,10
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
13
13
years of professional experience
2
2
Certifications
3
3
Languages
Work History
Sales and Customer Service Manager
Qoala Technology
08.2022 - Current
- Offers quotes for travel, health, gadget, and P2P insurance.
- Resolved customer complaints empathetically, boosting loyalty and repeat business.
- Recruited top sales talent, fostering a high-performing team environment.
- Collaborated with marketing to drive customer engagement through targeted campaigns.
- Enhanced sales forecasting accuracy using data analytics to refine strategies.
- Reduced response times by 25% with a new ticketing system, improving customer trust.
- Increased team productivity by 20% with a comprehensive training program, reducing errors by 10%.
- Optimized processes with automation, cutting manual tasks and boosting efficiency by 30%.
Contact Center Manager
BIMA (Milvik) Malaysia
04.2021 - 07.2022
- Leading provider of mobile-based insurance and health products in emerging markets.
- Collaborated with HR and Training to recruit and onboard new associates, ensuring adequate staffing.
- Boosted performance by proposing sales promotions and updating commission structures.
- Conducted performance reviews and coaching to drive continuous improvement.
- Achieved sales targets consistently, increasing revenue by 12% and team productivity by 6%.
- Enhanced lead conversion by 7% and market penetration through strategic sales initiatives.
- Streamlined sales processes using data and feedback, improving efficiency and results.
- Delivered accurate sales forecasts and reports, aiding senior leadership in decision-making
Assistant Sales Manager
Link Edge Asia Sdn Bhd
04.2012 - 03.2021
- Managed outsourced campaigns (Astro, Digi, Maxis, Ambank), setting and tracking sales targets.
- Led daily sales operations, ensuring clear communication of products, services, and guidelines.
- Conducted performance reviews, organized training, and adhered to HR policies to enhance team skills.
- Addressed underperformance and maintained positive vendor relationships for cost-effective service delivery.
- Monitored packing operations to ensure specification compliance.
- Developed improvement plans aligned with goals and specifications.
- Ensured a safe work environment through employee training and safety procedure enforcement.
- Consistently achieved KPIs by monitoring agent performance, providing coaching, and addressing skill gaps.
Education
High School Diploma -
University Sains Malaysia
04.2001 -
Skills
Sales planning
Sales reporting
Staff management
Sales tracking
Lead generation
Complaint resolution
Certification
PCEILE
Software
Microsoft
Slack
Tableau
Timeline
TBE
02-2024
Sales and Customer Service Manager
Qoala Technology
08.2022 - Current
PCEILE
02-2022
Contact Center Manager
BIMA (Milvik) Malaysia
04.2021 - 07.2022
Assistant Sales Manager
Link Edge Asia Sdn Bhd
04.2012 - 03.2021
High School Diploma -
University Sains Malaysia
04.2001 -
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