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Moshe Aston

Mobile: 0091 9823166743     E-Mail: mosheaston@gmail.com  Add: Aston Villa, A-6 Venkatesh Flora CHS, Mundhwa Pune 411036, India.

To seek an energizing position in a reputed business organization and utilize my versatile experience by leading professionals to deliver turnkey services to clients

PROFESSIONAL SYNOPSIS & AREAS OF EXPERTISE

Ü A result oriented professional with 6 years of insightful experience in BPO Operations & Organizational Development,

Ü 10 Years experience in Sales and Marketing in verticals of Telecom, Retail, Education and Event Management

Ü Result oriented record of managing operations with focus on bottom line profitability by effective and efficient utilization of resources

Ü Efficient and Effective trainer in soft skills and has received brilliant feedback and client testimony for the same

Ü An effective communicator with excellent interpersonal & relationship management skills coupled with organizational abilities

Ü A proactive and strategic planner with expertise in generating revenue with proven ability to achieve targets

Ü Handled cross cultural teams across geographies in UK, North India and West India

Ü Budget and Cost Control along with maintaining P&L’s of my accounts

Ü Proactive relationship management with clients, vendors and other departments

ORGANISATIONAL EXPERIENCE

Aston Knowledge Council                                                                                               From Dec 2011

Head Business Coach

• Conceptualized and Developed my own entrepreneurial venture
• Designed innovative training methodologies and content
• Approached manufacturing companies and presented management solutions
• Conducted training need analysis based on surveys and one on ones
• Analyzed role perceptions vs. role realities
• Interviewed department heads to understand their expectations
• Assembled a team of free lance trainers for the trainer pool
• Thoroughly planned each session with time and motion study and interactive exercises
• Conducted various soft skill trainings with audio visual tools for mid and senior management staff
• Documented feedback and scored the session and analyzed the areas of improvement
• Enabled improvements in business presentations for International Trade Department at Bharat Forge
• Received rich appreciation and felicitation at Kalyani Centre for Technology & Innovation
• Assisted the HR departments in re-designing the induction modules to ensure more interaction and energy
• Authored a management text book titled “Human Skill Development” for Indian Knowledge
• Currently writing a book of sales management

Verve Global Services, Pune                                                                                             From October 2010  to Nov 2011

AVP – Operations Management

• Developed new BPO business and transitioned outbound calling projects
• Maintained P&L for all  accounts and took necessary actions to retain accounts in positive health
• Trained and implemented a culture of 5 why’s and DMAIC
• Re-engineered WFM and forecasted, budgeted and scheduled time attendance and planning for the unit
• Designed, developed and implemented, management and leadership development programs across the organization and transformed Verve Workshops into a SBU
• Exceeded sales targets for client acquisition for Verve workshops SBU
• Lead the manpower planning with effective vendor management and negotiation tactics,     collating market intelligence with key focus on quality
• Developed a unique metric of prospect temperature achieved to boost sales
• Designed motivating  incentive structures for the BPO staff
• Cross trained associates to reduce bench thus contributing positively towards Service Level
• Developed UK business for BPO and lead client interactions and process transition
• Designed the process statement of work and user friendly MIS templates
• Assisting the KPO business development team and fixed meetings in UK and Germany
• Personally delivering power talks and workshops at time when trainers were unavailable
• Conducting “Step-Up” workshops twice a week in Team Building and Motivation
• Designing financial projections, commission structures and budgets
• Liaised with high net worth clients for training programs
• Designed and initiated Online advertising strategies for the company
• Coached  the KPO and RPO managers and TL’s on Dale Carnegie and Jack Welch’s leadership styles
• Assisted the Pharma KPO management by designing a powerful tele-sales script with client approval
• Responsible for management reporting – MIS reports, Early warning signal reports, Training needs identification reports and Handled resource allocation according to the forecasted volume
• Responsible for monthly one on ones, Yearly Performance appraisal and retention of the resources. Planning various contests and responsible for employee Rewards and Recognition

Oceans Connect India, Pune (BPO)                                                                Aug 2007 to October 2010
Operations Manager

• Joined as Outbound Operations Head and directly reported to the Global Head of Operations

·         Turned around a sinking telecom sales process by re-engineering process and skills. Lead projects on mobile and broadband sales for Orange, O2, T-mobile and Network 3

·         Visited UK and spent time at a new telecom client office to understand the client processes which helped in project migration. Understood the business of reselling BT lines and accordingly designed a training module

• Conceptualized and implemented the ISIS (I sense I serve) customer experience quality monitoring metric and trainings which resulted in a 15% improvement in C-Sat scores
• Devised and Piloted the Oceans Connect Business Development Outbound team. The work scope included data collection and cold calls to UK businesses with and introduction of Oceans Connects services
• Devised innovative lean real time MIS management to ensure minimum Leads to Sales ratio
• With inputs from the MD, designed and incubated the Oceans Premier League competition within outbound operation. Post its success it was institutionalized across the organization
• Laid a confident platform for the company to increase the number of Outbound Sales Processes at both centers in UK and India and doubled revenue of existing customer service projects
• Improved  Call Centre targets & Doubled sales productivity in the first quarter of joining this motivated the client to add 20 more FTE’s to the process
• Personally trained TL’s and AM’s on Interviewing and selecting advisors
• Enhanced revenue by cross skilling advisors on multiple processes and devised and implemented ‘Downtime Policy’ to close loop revenue leakage situations and process abuse
• Transitioned and managed 10 outbound projects with 3 B2B projects, 2 telecom projects & 5 retail sales projects

·         Closed communication bottlenecks between the clients and the floor staff by ensuring daily and weekly reviews with the clients and organized client visits and prepared dashboards for client and management review.

• Initiated and rolled out the Performance Enhancement Plan for teams across the organization
• Developed the Sales and ISIS Module training to develop “customer first” & Customer EMPATHY attitude and inducted existing and new executives
• Assisted business development and visited the UK and presented a sales plan to a new client and later migrated the sales process to Pune from Liverpool
• Designed and delivered training on soft skills, rebuttals and customer identification to reduce the sales cancellation percentage
• Deployed a retention strategy with projects towards building passion at work and Rolled out a mentor mentee program called as PAL (Personal Assistance and Learning)

Additional Responsibility -Organizational Development Head

• Accepted the leadership of the concept project designed by the then Global Head of HR
• Heading the Organizational Development function globally for the company reporting to the COO (UK)
• Designed and deployed creative strategies to incubate and institutionalize leadership development
• Redesigned the induction module and made it more motivating for new joiners
• Conceptualized and designed an internal L&D portal (Oceans Connect University)
• Developed and uploaded training content for OCU
• Planned and published quarterly training calendar
• Documented ISO and ISMS registers and files and conducted internal audits
• Regularly conducted one-on-one feedback sessions with leaders and managers and mapped progress 
• In charge of all motivational activities such as off-site and on-site events
• Visited the UK offices and collaborated with the team there to bridge the culture gap and calibrate expectations. Conducted sales training for the UK outbound team.
• Solely responsible for all Sales, Customer Experience and Self-Development training
• Coordinating with the internal training department and with external training agencies for deployment of many developmental modules
• Designed and deployed creative inputs on R&R and ‘fun at work’ initiatives as a result of which there was a 30% decrease in employee attrition in 1^st quarter of joining

Idea Cellular Ltd., Pune (Telecommunications)                                                                                    Nov 2005 – Aug 2007
Corporate Relationship Manager

• Servicing high net-worth corporate accounts in Pune and rest of Maharashtra and Goa
• Conducted loyalty events/service camps and apply creative ideas for customer delight
• Churned major accounts from competition by persistently coordinating and proposing value adds
• Supported the sales department with hot leads and generated the highest no leads in the team
• Retained major accounts like Finolex Cables and Daimler Chrysler by providing them proactive solutions
• Coordinated with sales executives and guided them with corporate sales as a result of which I was assigned bigger accounts
• Pitched value added services and passed sales orders to the sales team
• Designed new schemes and offers to companies to stay ahead of competitors
• Proactively moved high revenue to newer CUG plans to thrash competitor proposals
• Maintained  customer churn to less than 1%

 SAE India, Mumbai (Audio Education)                                                                                         July 2004 – November 2005
Area Head (Maharashtra & Goa) – Business Development

• Marketing and Brand awareness activities for SAE Maharashtra and Goa
• Conducted various Audio Visual workshops and seminars in top colleges of Pune and Mumbai
• Conducted brand awareness activities - Info – desks, Workshops, Road shows, Seminars, Postering activities
• Made a special presentation at Nanded, Latur and Goa University
• Counseled students and their parents on Media education with SAE
• Achieved revenue targets for west India and enrolled 2 batches for the course

AG Acoustics, Pune (Audio Hardware)
Marketing In charge                                                                 Feb 2000 – June 2001 & Post MBA – June 2003 - June 2004

• Marketing and Sales in charge for the company office in Pune
• Increased sales and expanded dealerships in a short spans through exhibitions
• Actively involved in and supervising installations and getting one on one feedback
• Was one of the well Known Home theatre Demo centers in Pune
• Participated in 3 AV Expos and managed the Company Stalls

Event Pune, India   Marketing Manager                                                                                     March 1999 – January 2000 
Solar Fashions, India   Store Manager                                                                                      May 1997 – December 1998 

 Academic Contribution

• Successfully Completed Summer Internship for 93.9 FM Radio Mirchi (ENIL), Pune. Thesis entitled “Prospect Identification and Marketing Media Strategies for Private F.M.” 
• Selected as Faculty for Business Communication and Principles of Management at SSIMS (Sri Sri Institute of Management Studies Goa)
• Conducted guest lectures at Amity Business School and received warm appreciations from students and faculties
• Guiding young adults on leadership and development on facebook portal Guru Moshe Gyaan.
• Authored a management text  book on the subject “ Human Skill management”
• Certified reviewer for various management textbooks
• Delivered a workshop of self motivation at VIT college pune
• Also taught Diploma in Business Management students for 2 years at Neville Wadia Institute of Mgmt Studies and Research, University of Pune, India (NWIMSR)

TRAININGS ATTENDED

v  Leadership & Motivation

v  Sales Management

v  DMAIC

v  Lean Training

v  Presentation Skills

v  Effective Coaching Skills

v  Interviewing Skills

v  Developing Self Excellence

v  Negotiation Skills

v  Train the trainer

ACADEME

Masters in Business Administration – Marketing Management
University of Pune, India
Bachelor of Arts specialization in Economics

University of Pune, India

PERSONAL DOSSIER

Date of Birth                          :               26^th May 1979

Linguistics                             :               English, Hindi and Marathi

Marital Status                        :               Married

EXTRA CURRICULAR

• Cadet Captain - 3 Mah Naval Unit, National Cadet Corps Nowrosjee Wadia College
• Attended various N.C.C. camps and won gold medals in Ship modeling, Marching & Rifle shooting competitions
• Awarded as Best Cadet during Naval camps
• Passed ‘A’ and ‘B’ certificate examination conducted by the Ministry of Defense, Government of India
• Attained first degree Reiki  and attended  various courses organized by the Art Of Living Foundation
• Conducted a project for Management development at Sri Sri Ayurveda (Art of Living) and other activities with guidance from His Holliness Shri Shri Ravishankar Ji
• Active member of VOBA (St Vincent’s Old Boys Association)
• Visited UK & Israel
• Was awarded the male Icon at Oceans Connect Oscars event
• Won silver Medal in Pune Pool championship 1999
• Awarded the male Icon at Oceans Connect Oscars

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