Gurnoor Singh

Manager - Vidyapeeth Inbound Team @PW (PhysicsWallah)

Noida, IN

Spearheading inbound sales for 150+ PW Vidyapeeth Centres across India, driving customer engagement and revenue growth.• Leading a team of 120+ associates, efficiently managed through 9 direct-report Team Leads, fostering collaboration, performance excellence, and accountability.• Overseeing the management of daily incoming calls, achieving a 94% agent connectivity rate to ensure exceptional customer service and query resolution.• Collaborating closely with the analytics team, leveraging Power BI dashboards to study key metrics such as total and unique call volume, connectivity rates, conversion percentages, hourly call trends, and interested funnel generation on a daily, weekly, and monthly basis.• Analyzing incoming call flow across various channels, including GMB, IVR Line, Websites, Landing pages, Drip Campaigns, and Paid ads, while tracking conversions to maximize ROI and optimize sales strategies.• Partnering with the Quality Audit team to maintain pitch quality and ensure consistency in call efforts, monitored through an efficient QA scoring system.• Strategising and implementing process improvements to enhance operational efficiency, drive sales performance, and align team efforts with organizational goals.

GD Goenka University

Bachelor of Technology - BTech

Maxfort School Dwarka

Class 12

Maxfort School Dwarka

Class 10