AIYUSH TIKOO
Linkedin.com/in/aiyushtikoo/
Summary
I am an experienced and well-rounded Manager with a proven background in sales, customer success, customer acquisition and people management. Passion and diligence are two traits that I strive for the most. As a manager, my mission is to help my organization attain heights of success using the most effective path and creating exceptional experiences that can
delight the customers. I love to generate new and creative ideas that devise feasible solutions to niche specific problems.
Overview
6
6
years of professional experience
5
5
years of post-secondary education
Work History
Assistant Manager Operations
Policybazaar
05.2024 - Current
- Overseeing the operations of a contact center with a team of 150+ associates and 7 team leaders, driving a monthly revenue of over 2cr.
- Managing team performance, ensuring operational efficiency and achieving business objectives.
- Leading and mentoring the team in executing sales strategies and improving conversion.
- Ensuring team adherence to policies, guidelines and compliance standards.
- Analyzing sales data and trends to identify areas of improvement.
- Conducting periodic audits to maintain process integrity.
- Identify skill gaps within the team and organizing training sessions.
- Working cross functionally within teams to identify new opportunity areas, reduce service TAT and provide high customer delight.
- Conducting regular performance reviews and providing feedback for team improvement.
Business Development Manager
BYJU'S
08.2020 - 04.2024
- Responsible to manage the PnL across 7 centres in Punjab with a monthly sales quota of 1cr and leading a team of 30 people including executives, associates and TL's.
- 2 successive promotions from Associate to Sr. Associate (Nov 2021) and from Sr. Associate to Business Development Manager (Jan 2022).
- Converted 35% of free subscribers to paid ones across multiple sales campaigns leading to a 17% increase in revenue for the northern market.
- Engage with the supporting functional teams to resolve customer queries and concerns related to product subscriptions in order to reduce the churn.
- Helping and working on detailed discovery to ensure customer satisfaction as well as handling customer challenges and rebuttals.
- Provided solutions and value selling by establishing BANT with the customer and created value-based relationships with new and existing B2B/B2C clients.
- Built replicable success models for entire team based on methods explored to attain maximum revenue.
- Optimized the sales process to reduce the overall TAT from 10 days to 7 days by streamlining post-sales workflows and creating more upsell/cross sell and referral opportunities for the company.
- Expedited the sales process for faster order confirmations and reducing cancellations from 23% to 9% by addressing customer queries on priority and providing customer delight.
Key Account Manager
OYO
01.2019 - 08.2020
- Responsible for farming of accounts nationally and over-achieving targets every quarter by 40%.
- Optimized services to establish a clear value proposition for the clients which included but was not limited to flat pricing, predictable supply availability during peak, superior customer experience, etc.
- Responsible to attain monthly sales targets, upsell to existing clients, and resolving service level escalations within TAT to maintain the best customer experience.
- Actively approach targeted business clients by addressing outreach campaigns to increase customer engagement by 17%.
- Set up new accounts, established customer credit, and set up payment methods for a smoother onboarding customer experience.
- Perform ongoing analysis of customer lifecycle and took necessary measures to increase engagement and consequent impact throughout.
- Single point of contact for the customer and defined service standards that serve as benchmark for excellent service delivery and contribute toward revenue generation.
- Understand client's requirements, identify improvement areas and implement measures for maximum customer satisfaction leading to a higher retention and customer delight.
Education
MBA - Sales And Marketing Education
LM Thapar School of Management
Chandigarh 07.2017 - 06.2019
BBA - Business Administration
Jammu University
Jammu 07.2014 - 06.2017
TECHNICAL SKILLS
- Salesforce
- Ameyo
- Zendesk
- Leadsquared
- Outreach.io
- Freshchat
SOFT SKILLS
- Quick learner
- Compliance oriented
- Customer relationship management
- Team management
- Eye for detail
- Proactive follow-ups
- Training and Development
Timeline
Assistant Manager Operations
Policybazaar
05.2024 - Current
Business Development Manager
BYJU'S
08.2020 - 04.2024
Key Account Manager
OYO
01.2019 - 08.2020
MBA - Sales And Marketing Education
LM Thapar School of Management
07.2017 - 06.2019
BBA - Business Administration
Jammu University
07.2014 - 06.2017
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