Gurjit Saluja
Director, Customer Operations, Sales & Retention @BMO
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WORK HISTORY
Director, Customer Operations, Sales & Retention @BMO
Responsible for managing the sales operations of onshore and offshore operations across multiple geographies that includes operations in Quebec, Ontario and an Offshore location (vendor / third party operations.)• Responsible for managing the Sales team, Retention team, and Customer service teams.• Overseeing all activities relating to scheduling, forecasting, process improvement and acd metrics for multiple locations.• Improved Sales account growth by 110%, with 18 consecutive months of Sales Growth moving conversion through strategic selling methodologies.• Successfully created and launched multiple programs that have led to an increase in ARPU (average revenue per User).• Launched ARPU oriented strategies consisting of Suggestive selling, Cross selling and up-selling to existing callers.• The creation and launch of a revised Training & On boarding curriculum has led to an increase of 120% RGU’s in net new sales with existing staff while decreasing performance gaps with New Hires.• Training under way to improve retention efforts that are currently up by 100% by adjusting comp plans and staffing models to optimize both performance and cost optimization via effective scheduling models.• Revenue Optimization: Drove strategies to increase revenue 100%(new) via comp plans, training, & MGMT style. • Reduced Churn by 20% through retention strategies.• Improved Net Promoter scores by 18% via change in coaching style from feedback based to behavior based models.• Revamped coaching from a feedback based model to a behavior based model while a performance based model was changed to a quartile mgmt. model that has improved both the sales outcome of our associates and the churn rates.• Additional plans to grow the base are in place by introducing various upgrading, cross selling and suggestive selling techniques.(Soft sales plan for non-sales que).• Responsible for reversing a three year slide on Base MGMT. to a renewed point of growth.
EDUCATION
York University
BAS, Marketing
York University
BAS HON, Double Major: Accounting and Finance
SKILLS
ABOUT GURJIT SALUJA
PROFILE I am a professional, results oriented and self-driven individual with…
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