Hitesh D.

Gondalia
08850080141
Hitesh.gondalia@gmail.com

Seeking Manager level Assignments in Sales ~Finance-Banking~ Customer Relationship Management

~Business Development, Service Delivery & Assurance ~ Customer Lifecycle Management ~
Operations with a high growth oriented organization of repute.

Professional Experience
 Dynamic professional with nearly 11 years’ experience in Sales , Teaching , Customer Service and Relationship
Management in Service/KPO/Banking/Real Estate Industry.
 Spearheaded overall customer operations and facilitated timely service delivery as per defined Agreements.
 Proficient in spearheading operations/business to successfully accomplish corporate plans and goals.
 Competent in assessing and implementing effective CRM solutions to enhance customer contentment and loyalty
and consequently repeat & referral business.
 Demonstrated excellence in ensuring maximum customer satisfaction by providing them with pre / post service
assistance.
 Proficient in leading dedicated teams for running successful process operations with proven ability of achieving
service delivery / organizational targets.
 Sound cross-functional knowledge of customer relationship management and other Insurance/ Credit Card
functions.
 Excellent interpersonal, communication and organisational skills with proven abilities in training, customer
relationship management.

Career Contour

E-Franchise Manager//Team Leader Sales and Marketing – e- Gitanjali Ltd

(Jewel souk marketplace Ltd., Mumbai, India. (February 2015 – March 2017)

The main responsibility as A Sales manager was to motivate agents to close sales lead by example. I was developing
effective training programs that taught agents how to acquire customers, negotiate deals, and secure financing and
complete paperwork for the sale. Post training, expectancy sharing and ample hand holding with the agents. These goals
were tracked through sales meetings that were conducted daily.

Besides supervising sales agents, as a sales manager I was performing human resources duties, such as conducting
interviews, hiring new staff and transferring or dismissing seasoned staff. I was also responsible for employee payroll,
budget and inventory reports. My marketing role included planning, budgeting and coordinating site visits and other
initiatives to develop new leads and increase sales for the office. As a sales manager I also performed administrative
duties relative issue of supplies or equipment as and when needed. Occasionally attended prelaunch and launch brand
meetings to receive the latest information on Rules and regulations of pricing trends that affects the industry.

SUMMARY OF RESPONSIBILITIES

 Handling a team of 5 Business Development Executives and 3 Tele-callers.

 Advise Clients on Diamond/Gold/Silver transaction.
 To identify potential clients who are keen on expanding/ purchasing new products.
 Assisting clients with evaluation of offers, negotiating terms and deal closure.
 Developing and maintaining relationships with clients and Brand Owners.
 Site visits with clients and team.
 Completion and submission of necessary forms.
 Convert Lead/Prospect into a Customer to the Company.
 Assisting and motivating the junior executives in converting the leads into sales.
 Train the new resources about the upcoming Projects and give them marketing tips.
 Having and sharing a clear, precise vision of what you want for their team.
 Clarify team goals, roles, and processes.
 Promote a sense of mutual accountability by reminding team members that the team succeeds only if every
member achieves his or her goals.
 Create a positive environment, identifying issues preventing the team from reaching its goals and then
addressing them.
 Know when to give the team room to grow and when to intervene. Recognize that some tension and conflict
occur in every team; avoid stepping in unless problems escalate to a destructive level.
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  Focus on the benefits--money, achievement, recognition of doing a job successfully to motivate team members.
When team members see the benefits of success, they buy into the team's goals.
 Build trust and respect among team members and commitment to the team's goals.
 Create a winning tradition. Old hands pass on a winning attitude to new arrivals. "This is how we do things. We
expect to win.
 Advise clients on market conditions, prices, mortgages, legal requirements and related matters.
 Deliver promotional presentations to current or prospective customers.
 Review listings, trade journals, and relevant literature, and attend conventions, seminars, and staff and
association meetings to remain knowledgeable about markets.
 Answer clients' questions regarding work, financing, maintenance,
 Obtain market information.
 Develop proposals for current or prospective customers. Recommend products or services to customers.
 Visit warehouse to assess them before showing them to clients.
 Review, and appraisals.
 Investigate clients' financial and credit status to determine eligibility for financing.
 Review plans for new business proposals with clients, enumerating and recommending available options and
features
 Conduct seminars and training sessions for sales agents to improve sales techniques.

 Present purchase offers to sellers for consideration. Negotiate prices or other sales terms.

 Act as an intermediary in negotiations between buyers and sellers, generally representing one or the other.
Negotiate prices or other sales terms.

 Promote sales of jewelry through advertisements, open houses, and participation in multiple listing services.
 Advise clients on market conditions, prices, mortgages, legal requirements and related matters. Advise clients.
 Develop content for sales presentations or other materials.
 Accompany buyers during visits to and inspections of property, advising them on the suitability and value for
money they are visiting. Advise clients.
 Prepare documents such as representation contracts, purchase agreements, closing statements, deeds and
leases. Prepare sales or other contracts with our legal team.
 Interview clients to determine what kinds of jewelers they are seeking. Gather customer or product information
to determine customer needs.
 Coordinate jewelry listings, overseeing signing of documents and adjustments of funds.
 Generate lists of competitors that are compatible with buyers' needs and financial resources
 Obtain market information.
 Contact current or potential customers to promote products or services.

Major Achievement

 Best Team Leader Award for the month of April

 Best Site Head award for maximum units sold in jewelsouk.com site with a revenue of INR 44 lakhs under Diwali
Bonanza Schemes and cashback offers.
 Selected for spear-heading operations and control of Offices in Andheri (Seepz) and BKC.

Shreeji Pvt Tutorials’,- Teaching SS/Maths/English Mumbai, January 2008 to January 2015

 Taught English Language and Literature in grades 9 – 12.

 Adapted teaching materials and methods according to individual student strengths and needs to
ensure challenging and supportive learning environment.
 Developed essay technique and examination skills for various candidates.
 Used variety of teaching strategies to encourage independent thinking and expression of original
ideas in speech and writing.
 Encouraged opportunities to use IT and word processing skills in class work and homework
assignments.

Processing Officer – TATA Consultancy Services

(Formerly Citigroup Global Services Ltd-CGSL) from (Oct 2005 – Sep 2007)

Senior Processing Officer – CGSL, Citi Home Equity-Post Close Audit [CHE-PCA] department (Reporting
to Sr. Manager).

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Department: - US Consumer Operations (Mortgages)- Correspondent Channel (COPC) Level. Finity,
Chesapeake, Documentations, Hazardous Insurance , Flood Insurance etc. depends on state to state.

 Processing Officer, Business Finance (SME Trade Finance) Business Banking Group (Assets).
 Responsible for marketing, sales and execution of full range of financial services and products which includes
Cash management, Investment, Business Finance, Letter of credit, Export, Letter of Credit discounting, Bank
Guarantees, PDC and Bills discounting, Short term loans, Rental Loans, Fixed Deposits, Citi Finance accounts-
Veterans and Conventional (Interest earning current account for SME's) etc. to cater the small and medium
business segment.
 Preparation of credit proposals, review loan facilities and to provide quality and professional advice to small
business owners on their various financial needs.
 To achieve individual assets / liabilities and revenue targets through acquiring new accounts, growing and
maintaining assigned portfolio of small and medium business customers.
 Perform credit analysis and provide recommendations based on the financial position.
 Analyzing financial information such as bank statements, audited financial statements and cash flow statements
and assessing the credit worthiness of client companies.
 Reporting the analysis to senior credit analyst for further detailed analysis. Staying informed about the legal,
compliance and market-risk-related issues.

SUMMARY OF RESPONSIBILITIES

 Achieved unit sales targets by contacting SME and/or Semi Corporate clients.
 Established a sustained consultative relationship with each client.
 Developed new business and leads and increased client base through focused personal marketing efforts that
included, but not limited to, direct mail, networking affiliations and telemarketing.
 Managed multiple priorities and maintained effective results in a sales driven environment.
 Exercised strong interpersonal communication skills with customers and sales representatives.
 Assessed customer’s financing needs and overall financial status, including ability to meet repayment plan.
 Developed and implemented a marketing strategy including (1) identified potential sources of business through
existing personal and community contacts and referral sources (2) met with potential business resources outside
the office to develop and maintain these relationships; and (3) created additional referrals by participating in
community webinars , Seminars , events and trade shows.
 Ensured continued customer loyalty and satisfaction & determined each customer's financial needs by asking
questions and listening
 Prepared required documents for background check, credit history and credit report.
 Remained the primary point of contact between customer and bank, throughout the process.
 Key focusing products like – LC, TR, LBD, LAI, STL
 Cross sale penetration rates and wealth referrals achieved for account opening, PL, Auto Loan, Mortgage Loan
Credit cards and Insurance.

Major Achievement

 Several Months as the highest revenue hitter across all sites for International Trade and Finance facility
packages, Business Loans and Mortgages.
 Several Months Best Cross Seller of products award.
 Super exceeded sales targets every 3 months.

April 2006 to Sep 2007 with CGSL. India. Mumbai Branch. As Financial Consultant//Operations
Coordinator//Relief Team Manager.

As a FINANCIAL Consultant: I was responsible for activating credit cards of esteemed cardholders of J. P. Morgan
Chase Bank in the United States. Also, responsible for up-selling of Value Added Services after the activation procedure

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was completed. My prime job was to maintain 100% QUALITY and Customer Satisfaction Level working within strict
polices of the bank.
 Responsible for strengthening relationships with all the Valuable credit card holders of J. P. Morgan Chase Bank.
 Maintaining cordial relations with all cardholders by way of personalized interactions and continually working on
new ways of enhancing customer experience.
 Full comprehensive knowledge of the products, processes, policies and FEDERAL LAW bank regulations.
 Ensure customer retentions and churn of high value customers under control and as per the targets.
 Ensure timely resolution of customer complaint, requests and enquiries captured during the calling or visits.
 To drive & enhance Unit wise sales of value added products.
 Cross selling and up selling of products/ services and proactively informing customers about new products/
services.

Operations Coordinator: I was an integral link between the managerial level officers and the Team office bearers
thereby facilitating a smooth, functional and error free operation of the Bank’s Credit Card Activation Process.

 Managing break scheduling and time adherences of 8 to 12 teams on shift for the Card activation process.
 Identifying the training needs and facilitating with the help of learning and development team.
 Conducting the calibration between the Internal quality teams.
 Acting as a single point of contact for senior management for any product and process related clarification
and communication to the rest of the Team Managers of the process.
 Determining and conducting the training needs for the Team Leaders. Started a one day work shop for new
leaders (Team leader Readiness Programme).

Relief Team Manager: Handling different teams of advisors and virtually assuming the role of a Team Manager.

 Handling teams of 10-20 members and their Critical performance Matrices.

 Coaching and feedback to improve the customer experience.
 Outlier identification and management.
 Conducting Call type refreshers for the most critical call drivers.
 Attrition control
 Determining and conducting the training needs for the team members.
 Maintaining the agent wise data for the team for agent reference and PIP management.
 Representing the process at the time of downtime on con-call in order to get the issues sorted at the earliest.

Major Achievements

 Was awarded CHAMP OF THE MONTH several times, 100% Attendance, 100% Quality, 100% CSAT, EXTRA
MILER, Super Trooper awards consecutively for several months till my last working month.
 Had set standards of performance in CSAT and VALUE ADDED SELLING. My recorded conversations with the
customers have been converted in WAVE files for new hires in the organization and for new site setups.
 Had received special appreciation for the delivery of committed services by the management and the customers.
 Had also been actively involved in the co-curricular activities to motivate employees of the organization within
and outside the process.

SUMMARY OF QUALIFICATION

Education
High School BNVB School, Mumbai , India
Bachelor’s Degree B.ED in Higher English. Mumbai India.
Bachelor’s Degree BBA In Business Administration (Finance) USA.

Trainings / Seminars Attended

 Anti-Money laundering training by CGSL specialists at Silicon Valley through webinar.

 International Trade and Finance Training by CGSL in India.
 People Management Training at CGSL. India Mumbai Branch.
 Coaching/ feedback and outlier management training at CGSL . India Mumbai Branch.
 Interpersonal Communication Skills at CGSL. India Mumbai Branch.
 Soft Skills training at CGSL. India Mumbai Branch.

Personal Details1

Date of Birth 22th November, 1978

Marital Status Married

Hitesh D. Gondalia
08850080141

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