Pooja Mathilakkath
Leander,TX
Summary
Results-driven sales professional with a proven ability to exceed targets and drive business growth through strategic market expansion and effective customer relationship management. Experienced in enhancing client practices, with a focus on increasing customer retention and satisfaction. Skilled in assessing customer needs to deliver impactful solutions that foster long-term partnerships. A collaborative team player with a strategic mindset, able to align cross-functional teams to ensure continued business success.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Senior Sales Officer (Holiday Expert Channel)
MakeMyTrip Pvt Ltd
Bangalore, India
11.2014 - 06.2017
- Initiated product development for international holiday packages from ideation to launch, increasing customer engagement by 30% and generating $500K+ in incremental revenue over two quarters.
- Reviewed and analyzed sales performance against targets, identifying underperforming packages and recommending pricing adjustments and targeted promotions, which led to a 12% increase in quarterly sales.
- Supervised sales teams in surpassing monthly targets by an average of 15% and exceeding quarterly targets for 5 consecutive quarters.
- Partnered with designers and developers to streamline the booking platform by introducing category-based filters, simplifying the checkout from 5 to 3 steps, and improving navigation—resulting in a 25% increase in completed bookings.
- Conducted A/B testing on promotional campaigns, refining messaging based on engagement metrics.
- Led revenue generation initiatives for international holiday packages, driving a 25% YoY revenue increase and consistently maintaining a 90%+ customer satisfaction score while managing a dynamic team of 80–150 holiday sales representatives.
- Collaborated cross-functionally to resolve key user pain points, leading to a 40% improvement in customer satisfaction scores and a 25% drop in support tickets.
- Conducted training sessions for team members on process improvements, product knowledge, and customer engagement strategies.
- Leveraged market insights to identify opportunities for customer acquisition and enhanced sales performance.
Senior Officer – Customer Loyalty
Titan Industries Ltd
Bangalore, India
10.2013 - 08.2014
- Managed product lifecycle phases for loyalty programs, including market research, customer acquisition strategies, engagement improvements, and program optimization.
- Designed and executed marketing campaigns for 360 retail stores across 5 states, focusing on brand promotion, customer retention, and sales optimization.
- Utilized CRM tools (Salesforce, HubSpot) to track customer interactions, enhance retention strategies, and improve service delivery.
- Worked with cross-functional teams to improve the digital experience of loyalty program members, focusing on seamless access to rewards and promotions.
- Leveraged SaaS-based platforms to manage loyalty programs, resulting in a 30% increase in active member engagement
- Partnered with internal teams to implement national programs and optimize supply chain operations; used consumer feedback, behavioral data, and Excel analysis to inform engagement strategies.
- Leveraged segmentation from loyalty program data and regional buying trends to launch localized campaigns that re-engaged inactive customers.
Assistant Manager - Auto Loans and Loan Against Pr
HDFC Bank
Chennai And Bangalore, India
03.2011 - 09.2013
- Successfully achieved 30% business growth in annual revenue by leading sales strategy, managing direct sales channels, and onboarding 10 new channel partners, resulting in a 15% increase in customer acquisition and a 25% increase in market share.
- Delivered an 8M USD revenue increase and improved channel performance by 40% through strategic planning and implementation.
- Ensured quality assurance and compliance standards across customer interactions and documentation.
- Achieved sales targets along with branch initiatives, also cross-vended insurance products, credit cards, and opened new accounts for various branches. Also handled premium accounts of HNIs (high-net-worth individuals), including actors and leading businessmen.
- Experience in managing product sales lifecycles and ensuring alignment with customer needs, including products sold across multiple channels (or cross-channel products).
- Skilled in stakeholder management and driving strategic initiatives.
- Supervised and collaborated with over 40 executives across various channels to achieve business results, and headed the team in quality assurance, setting quality standards.
- Contributed to the team's business plans for expanding business opportunities in strategic target areas.
- Headed a team of 12 quality assurance professionals, ensuring that all new and existing customer documents met group standards at KYC. Managed after-sales services, including coordination with the Operations Team, timely delivery, and service delivery for auto loans.
Education
MBA - Marketing Management And Research
VIT Business School
Vellore01-2011
Bachelors of Commerce - Computer Science
Sacred Heart College
Kochi01-2009
Skills
- Product Strategy & Development
- Stakeholder Management
- Go-to-Market Planning
- Product Lifecycle Management (Ideation → Development → Launch → Growth → Maturity → Optimization)
- Customer Research & Insights
- Cross-Functional Team Leadership
- Data Analysis & Market Trends
- Customer Relationship Management (CRM Tools: Salesforce, HubSpot)
- SaaS Product Experience
- Figma, Adobe Creative Suite, Sketch
- Negotiation & Sales Presentations
- Business Development & Planning
- Exceeds Sales Goals
- Territory management
Certification
- SQL for Data Science (Completed in August 2023)
- Google Data Analytics Professional Certificate (Completed in September 2023)
Timeline
Senior Sales Officer (Holiday Expert Channel)
MakeMyTrip Pvt Ltd
11.2014 - 06.2017
Senior Officer – Customer Loyalty
Titan Industries Ltd
10.2013 - 08.2014
Assistant Manager - Auto Loans and Loan Against Pr
HDFC Bank
03.2011 - 09.2013
MBA - Marketing Management And Research
VIT Business School
Bachelors of Commerce - Computer Science
Sacred Heart College
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