I'd initially started my career in sales in 2011, as a Sales Consultant for Vodafone NZ. After many years of perfecting my sales techniques and exceling within the role, I'd quickly realised that this was an industry in which I was passionate about and one that I could see myself in, in the long-haul.
This determination led me to my next challenge in 2014, of being able to lead and empower my very own team within the same organisation. I'd driven the success of a large, unparalleled and effective Sales team(s), who ultimately paid a major contribution, towards the profitability and sustainability of Vodafone. From 2016, I'd been promoted to take the reins over the Retention Team, whose focus was to retain the customer database of Vodafone NZ and oversaw the retention/diffusing of any difficult scenarios/complaints that were escalated through to us.
2019 was the year I decided to move on from my longstanding employer, and I'd taken on a new opportunity as a Sales Operations Team Leader, within a NZ owned IT Firm, The Instillery. This role focussed on the Procurement sector of the industry, where I was able to lead and drive an effective team who were in high demand and contributed towards the operating rhythms of a fast-paced organisation.
Due to the impact that Covid 19 has had on our Organisation, as well as every other company I'm sure, it was within The Instillery's best interest, to disestablish my role. This has ultimately led me to this exciting new opportunity, to seek out my next challenge. Due to my vast background in Sales Management, I know what it entails to lead and enhance, an environment in which my people can grow and feel empowered.
The Instillery group ltd (previously known as OriginIT) encountered challenges in their sales environment, specifically around procurement and inside sales processes.
During my time here, my focus was to observe, understand and initiate action plan/s of how to improve current workflows and highlight key areas of opportunity for more revenue . Main factors were due to high shrinkage volumes and education around processes and systems. During my time here I've taken the opportunity to champion my way through their CRM systems and assisted in properly documenting and closing any knowledge gaps the team had.
Completed an analysis on opportunities vs previous months and comparing data to identify how we can maximize on opp revenue.
My position is Sales team leader managing a large team of staff who sell telecommunication products to existing and new consumer customers. Key part of the role is to motivate and drive sales with targets and deadlines in place. The dynamics of the campaign changes on a regular basis as well which means I constantly have to adapt to these whilst maintaining moral and the teams sales performance. I have also managed various Campaigns within the consumer space which include Retention, Customer care & sales inbound and outbound campaigns over the years which had different KPI's/focuses. Majority of my time managing was spent in the consumer outbound space in the campaign I now manage today offering fixed line, broadband & additional mobile services to existing on account mobile customers. Over my 3 plus years as a manger, this has given me experience in client relations, team/campaign movement, recruitment and most importantly the ability to adapt to the constant changes that the call centre industry and outsource provider contains.
My position was to manage an extremely competitive and thriving outbound team of 20+ FTE. Selling all sorts of business telecommunication products & services to a wide net of small to medium size NZ business customers, speaking with directors and business owners, while also reducing churn and improving company TNPS throughout the Vodafone sales experience. The role was highly focused around team engagement & quality assurance to ensure company compliance and Vodafone way of selling was upheld on every call. Ensuring business complaints were dealt with from supervisor, and to ensure KPI's were met & team monthly targets achieved.
Prashant Rai / Contact Center Manager
Salmat/Probe group ltd
Contact: +64 21 112 4913
Max Palmgren / Operations Manager
Salmat/Probe group ltd
Contact: +64 21 428809
Tania Allison / GM of Service
The Instillery Group Ltd
Contact: +64 27 5826427
Mark Cooke / Commercial & Strategic Executive
The Instillery Group Ltd
Contact: +64 27 5715822
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