Gaurav Tandon Mobile: +91-8076673373 ~ E-Mail: gauravtandon4ever@yahoo.

com

Seeking Assignments in Sales Operations with an Organization of high repute.

PROFESSIONAL PROFILE
 A dynamic professional with experience in Operations Management, Client Relationship Management,
Coordination, CRM, People Management, Revenue Generation & Partner/Channel Management.
 Currently working with Total IT Global, Okhla, as Associate Director – Global Sales & Business
Development
 Educating the clients regarding the best suited options for their environment in terms of the plethora
of TIG’s offerings and IT Services, etc.
 Managing Sales Team designing policies to control attrition, improve productivity, etc. to drive the
assigned targets
 Conversant in cementing healthy relationship with the clients for generating business and leading workforce
towards accomplishing business and corporate goals.
 Resourceful at maintaining business relationship with clients and customers to achieve quality product and service
norms by resolving their service related critical issues.
 Gained hands on experience in steering post sales operations & services, both in-person and by telephone in
administering operations.
 Possess excellent interpersonal, communication and analytical skills with demonstrated abilities in client &
business relationship management.
 Skilful at monitoring, & motivating the Team & workforce to enhance their efficiencies & assisting them to deliver
quality services.

KEY RESULT AREAS

Strategy Planning: Conceptualizing and implementing innovative business strategies for accomplishment of sales
targets by marketing new services and products. Developing and implementing the process based controls on all
service revenue streams, conducting Periodic audits as well as evaluating alternate business avenues.

Sales Coordination: Providing pre & post sales support to the team. Extending support to the sales team for
achievement of the set targets. Monitoring the overall functioning of processes, identifying improvement areas and
implementing adequate measures to maximize customer satisfaction level.

Service Operations: Providing value added solutions as designed to assure achievement of agreed targets to the
volume, market share and profit objectives. Setting up service management processes involving evaluation &
improvement of the service centres on a continuing basis.

Client Servicing: Ensuring maximum customer satisfaction by providing them with pre/post service assistance and
achieving delivery and quality service norms. Handling service operations with view of maintaining minimum Turn-
around-Time. Developing customer satisfaction programs, managing key account service strategy as well as
undertaking customer satisfaction measurement & feedback analysis. Ensuring maximum Customer Satisfaction in the
assigned region. Understanding the client requirements and expectations and working out suitable business solutions.
Interacting with the clients and keeping them informed on the status of running orders for providing customer
technical services.

Team Management: Handling staffing, fixing role objectives, periodic reviews, appraisals, Team motivation &
development, productivity and quality management. Conducting periodic reviews of responsibilities, performance
feedback and creating collective visibility of individual performance.

ORGANISATIONAL EXPERIENCE

Since Jan’23 with Total IT Global, New Delhi

as Associate Director – Global Sales & Business Development
Notable Milestones
 Acquired 3 new logos in the 1st quarter and generated substantial revenue
 Preparing the Sales strategies and managing the Sales, Business Development, Key Accounts and Pre Sales
Teams.
 Interact with C Suite of clients and position the various service offerings (Managed services, Field services, DaaS,
WhaaS, Asset Disposal, Hardware procurement, etc.)
 Achieve Revenue Targets as well as acquire and onboard new SIs and clients
 Client meetings to give demonstration of Company Portfolio and service offerings
 Preparing sales reports and dashboards to be presented to the senior management
Oct’15 – Jan’23 with Majorel India (Formerly known as Arvato Bertelsmann) for Microsoft Process,
Gurgaon
as Sales Lead - Azure
Notable Milestones
 Closely worked with Microsoft stakeholders to drive the assigned targets and desired results
 Managed the Azure org as well as the Channel Partner Management Teams and also supervised the Technical
Support Specialists Team
 Positioning Software Asset Management, SaaS, IaaS, PaaS, and essential workloads, viz, CyberSecurity, IoT, etc.
as per the customers’ IT environment to help them increase the overall productivity and reduce the operational
expenditure. Ascertaining the IT environment of the clients, offering them Azure/Cloud Readiness, Cyber Security,
Server Optimization, etc.
 Interact with C Suite of clients and educate them on the importance of switching to Azure for varied requirements
 Publishing Analytical Reports for the Team on Individual Performance and helped them in achieving their
respective Targets by helping them with closing the accounts
 Driving Revenue from the assigned Regions
 Ensure direct interaction towards generation of new Partners (Silver or Gold) & meeting renewal partner targets
with CSAT Survey analysis.
 Coordinate with Microsoft (PAM) for important issues and strategy plans for Microsoft Partner Network for
Process specific Support & Post Sales Activities
 Handle activities within organization and other verticals like Technical Support & Regional Service Centre for final
closures for new & renewal accounts.
 Administer important activity related to CSAT (Customer Satisfaction Index) with Partners of Microsoft and
providing Support with KPI, SLA & other reports.
 Maintain data in a systematic way to produce better results and maintain proper efficiency.
 Distinction of being a part in adhering to Microsoft Partner Licensing & Software Asset Management Assistance.
 Work closely with Microsoft Internal Teams in a dynamic environment and assisting as a (SME) Subject Matter
Expert for offering post sales & service activities.
 Well versed with Microsoft technologies and Knowledge of Channel Partners engaged in different competencies.
 Ensured quick resolution for escalated issues and maintained a complete track of critical issues by providing
complete resolution.
 Maintain Service Level Agreement (SLA) and conduct regular interaction with Partners & Client to know the road
blocks for smoothing the process.
 Recipient of appreciation mails from Partners & Clients

ORGANISATIONAL EXPERIENCE

Since Jul’13 with Sodexo, Noida (Uttar Pradesh/Delhi NCR)

As Sr. Manager - Business Development

Notable Milestones
 Reporting in directly to the VP - Sales and interacting with Marketing Team and Operations Team to define new
strategies in order to enhance the Business Profits and take the Business to a new level
 Extending rich exposure to the Sales environment at Sodexo for reaching out to new and prospective clients and
procure new profitable business for the organization.
 Coordinating with the subordinates and fix up meetings with the clients to educate them about benefits of
partnering with Sodexo in order to increase productivity, reduce attrition and thus enhance overall profitability.
 Planning the Training Module for new joinees within the team to help them understand the company’s goals,
strategies and processes
 Administering important client reports related to CSAT (Customer Satisfaction Index), BPR (Business Process
Reporting) and providing Support with KPI, SLA & other reports to enhance the client and client employees
experience with Sodexo
 Imparting training to New Hires for ensuring quality work in initiating new calls with prospective clients, writing
mails and giving company presentations in client meetings
 Helping the team to prepare new presentations as per the clients’ business needs.
 Working on RFPs and RFQs under strict timelines in order to bid for and acquire new business
 Ensuring quick resolution for escalated issues and maintained a complete track of critical issues by providing
complete resolution.

Since Nov’11 – Apr’13 with HCL Infosystems Ltd., Noida (Uttar Pradesh/Delhi NCR)
As Team Lead/Business Manager

Notable Milestones
 Reporting in directly to the National Online Sales Manager and interacting with Marketing Team and Logistics to
define new strategies in order to enhance the Business Profits and take the Business to a new level
 Managing a Sales Team of 50 Sales Experts catering to the Domestic CSMB, B2B, Channel & Retail Market
 Staffing sales experts as per business requirements, rostering the agents, controlling attrition, call barging for
quality checks, conducting trainings, etc.
 Conversant in cementing healthy relationship with the clients for generating business and leading workforce
towards accomplishing business and corporate goals.
 Resourceful at maintaining business relationship with clients and customers to achieve quality product and service
norms by resolving their service related critical issues.
 Gained hands on experience in steering post sales operations & services, both in-person and by telephone in
administering IT operations.
 Possess excellent interpersonal, communication and analytical skills with demonstrated abilities in customer &
business relationship management.
 Skilful at monitoring, & motivating the Team & workforce to enhance their efficiencies & assisting them to deliver
quality services.
 Gaining rich exposure to the Inside Sales environment at HCL Infosystems Ltd. for Subject Matter Expert,
Business Development and Service Support related activities for end consumer and SMB Market.
 Ensuring direct interaction towards generation of new clientele & meeting Business targets with CSAT Survey
analysis.
 Coordinating with HCL Marketing Team for important issues and strategy plans regarding the marketing of
specific products to enhance sales and meet Business requirements and priorities
 Handled activities within organization and other verticals like Technical Support & Regional Service Centre for final
closures for new & renewal accounts.
 Administering important activity related to CSAT (Customer Satisfaction Index) with End Consumers and SMB
Clientele and providing Support with KPI, SLA & other reports.
 Maintaining data in a systematic way to produce better results and maintain proper efficiency.
 Imparting training to New Hires for ensuring quality work in taking calls, writing mails and also on Live chats with
the customers
 Well versed with Microsoft technologies and Knowledge of Channel Partners engaged in different competencies.
 Managing a team of 17 Inside Sales Account Managers.
 Ensuring quick resolution for escalated issues and maintained a complete track of critical issues by providing
complete resolution.
 Maintained Service Level Agreement (SLA) and conducted regular interaction with Consumers & Clients to know
the road blocks for smoothing the process.
 Recipient of appreciation mails from Partners & Client.

Mar’11 - Nov’11 with Bertelsmann Marketing Services Pvt. Ltd., Gurgaon

As DSAM Manager

Notable Milestones
 Gained exposure to the Inside Support environment for Microsoft Channel Partners as Consultant for Subject
Matter Expert, Business Development and Service Support related activities for Microsoft Partner Network.
 Handled a Team of 6 Inside Sales Representatives, 4 Field Sales Representatives & 2 License Compliance
Specialists
 Worked in co-ordination with the Inside and Field Team to generate the Revenue Targets
 Closely worked with Microsoft SEM (Software Engagement Manager) & PAMs (Partner Account Managers) and
aligned their meetings with CEOs, MDs, etc. of the prospective clients
 Interacted with 3 Party Review Partners (KPMG, Deloitte, Ernst & Young) to conduct physical audits at the clients
premises and publish the ELP (Effective License Positioning) Reports
 Published Analytical Reports for the Team on Individual Performance and helped them in achieving their
respective Targets by helping them with closing the accounts
 Driving Revenue from the assigned Regions (Andhra Pradesh & West Bengal)
 Ensured direct interaction towards generation of new Partners (Silver or Gold) & meeting renewal partner targets
with CSAT Survey analysis.
 Coordinated with Microsoft (PAM) India Region for important issues and strategy plans for Microsoft Partner
Network for Process specific Support & Post Sales Activities
 Handled activities within organization and other verticals like Technical Support & Regional Service Centre for final
closures for new & renewal accounts.
 Administered important activity related to CSAT (Customer Satisfaction Index) with Partners of Microsoft and
providing Support with KPI, SLA & other reports.
 Maintained data in a systematic way to produce better results and maintain proper efficiency.
 Distinction of being a part in adhering to Microsoft Partner Licensing & Software Asset Management Assistance.
 Worked closely with Microsoft Internal Teams in a dynamic environment and assisting as a (SME) Subject Matter
Expert for offering post sales & service activities.
 Imparted training to Representatives for ensuring quality work and managing the escalations of Partners.
 Well versed with Microsoft technologies and Knowledge of Channel Partners engaged in different competencies.
 Ensured quick resolution for escalated issues and maintained a complete track of critical issues by providing
complete resolution.
 Maintained Service Level Agreement (SLA) and conducted regular interaction with Partners & Client to know the
road blocks for smoothing the process.
 Recipient of appreciation mails from Partners & Clients

Nov’07 - Mar’11 with Dell International Services, Gurgaon

As Inside Sales Account Manager/Trainer/Coach

Notable Milestones
 Functioned as:
 For 1 Year as Inside Sales Account Manager catering to the EMEA Region for Dell International Services
 2.5 Years for Dell India Pvt. Ltd. As Inside Sales Manager
 Trained New Hires for Dell Products and imparted Sales Training to Interact with the customers/client and
responded to their due diligence questionnaire & visits with complete focus on Subject Matter Expert
relevant domain.
 Maintained UK Consumer and SMB Accounts and led them to closure in order to meet the Revenue Targets and
Business Metrics

Moved to Dell India Pvt. Ltd. In Oct’08 since EMEA Sales migrated to Dell Hyderabad Branch:
 Started with Dell EPP and catered to 17,000 Dell Employees across 5 Locations of Dell in India.
 Augured well and quickly moved to the COE (Club Of Excellence) Team with bigger Targets and Responsibilities.
 Maintained good PR with customers and took non-Dell EPP to a new level by adding new Accounts to the non-Dell
EPP List
 Ensured to meet Revenue Targets and Performance Metrics/Business Prioirties and maintained Stack Rank in the
first 2 positions across the 2 Sales Sites (Gurgaon & Bangalore)
 Given additional responsibilities of Training the New Hires and mentoring them till they were groomed enough to
handle calls and lead them to closures independently
 Worked on Microsoft Excel and Microsoft Power Point for better reporting & presentations for imparting Sales
related Trainings
 Coached the existing Teams and New Hires with random queries/challenges and took escalation calls
 Generated analytical reports based on Key performance indicators for Newly Hired Team while they were in
transition to take up their regular roles.

Nov’05 – Oct’07 with HCL Technologies BPO

as Customer Care Representative

Notable Milestones
 Attended multiple trainings on process activities, accent related to UK Customer Care process.
 Worked in Customer Care Environment to serve British Telecom Customers. , duties included answering customer
queries and handling their grievances through Voice and Email Support and also providing them detailed
information on new products.
 Conveyed in a reassuring manner step by step instructions to resolve service issues.
 Awarded OS (Outstanding Rating) during the last 4 appraisals.
 Maintained AHT and Email Handling Time and was a consistent performer
 Always worked as a Team Player and took escalation calls of colleagues and helped them with their Email
responses

Jun’2000 – Oct’05 with V.S. Plymart, New Delhi

As Business Development Executive

Notable Milestones
 Functioned as a Market Consultant for steering the marketing & sales management activities.
 Exploring new avenues to procure new Business Assignments
 Taking care of the production and ensuring minimal wastage of raw material
 Explored the Indian business from market research to conception and strategic implementation of Local
marketing & sales activities.
 Handled the administration of product orders and comprehended the customer needs as well as ensured delivery
of company's commitment.
 Conducted activities related to Business Development, Market Segmentation, Market Analysis, Marketing
Campaigns, etc.
 Assisting in communication and advertising strategies
 Understanding competition from direct and indirect competitors
 In store visual merchandising

SCHOLASTICS

 B.A. from Delhi University, New Delhi in 2000.

 Diploma in Interior Design from Jenson & Nicholson, New Delhi.
PERSONAL DOSSIER

Date of Birth: 17st February, 1977.

Address: W-31, 2nd Floor, Rajouri Garden, New Delhi – 110027.