Kamalesh Bose

* Qualified and validated inbound leads within the EMEA region, primarily the UK, achieving a consistent 15% conversion rate from validated leads to closed deals.
* Conducted rigorous lead qualification processes, ensuring alignment with Hexnode UEM's target customer profiles and business requirements.
* Collaborated effectively with legal, support, implementation, development, and accounts teams to facilitate seamless deal closures and client onboarding.
* Partnered with the support team to address complex technical queries during the sales process, enhancing client confidence and reducing sales cycle time.
* Provided detailed product consultations based on Hexnode Academy certifications and prior tech support experience, addressing technical objections and providing tailored solutions.
* Conducted thorough competitive analysis to identify market trends, competitor strengths, and weaknesses, informing sales strategies and product positioning.
* Presented Hexnode UEM capabilities to C-level executives and key IT decision-makers, showcasing the product's value proposition and addressing their specific needs.
* Leveraged in-depth product knowledge gained through comprehensive Hexnode Academy certifications to deliver expert consultations.
* Applied prior technical support experience to effectively diagnose and resolve client technical inquiries during the sales cycle.

* Resolved 30-50 daily customer support and sales inquiries via high-volume telephone calls, Live chat, Emails and Scheduled Zoom meetings in a fast-paced, 4-year-old CRM startup environment.
* Maintained up-to-date knowledge of company policies, procedures, and product standards to provide expert technical support.
* Drove revenue growth by effectively promoting company products using approved sales techniques, consistently exceeding performance expectations within a rapidly scaling startup.
* Delivered comprehensive after-sales technical service information, enhancing customer satisfaction and loyalty in a startup setting.
* Elevated customer satisfaction through timely and effective technical support responses in live chat environments.
* Proactively researched company product offerings to maintain current technical knowledge and enhance troubleshooting capabilities.
* Coordinated referrals and escalations to specialized support teams, ensuring prompt resolution of complex technical customer issues within the startup's limited resources.
* Conducted consultative sales interactions with potential customers, identifying technical needs and providing tailored product recommendations.
* Participated in continuous product development training to maximize technical sales potential and product expertise in the dynamic startup environment.
* Proactively contacted current and potential clients to promote, upsell, and cross-sell products and services, driving revenue growth in a startup market.
* Cultivated strong customer relationships through consultative sales techniques, consistently achieving individual sales goals in a small team handling a large workload.
* Showcased product technical features and benefits to effectively drive sales and customer adoption.
* Customized service offerings to meet individual customer technical needs, enhancing customer satisfaction and retention.
* Implemented seasonal and special discount promotions, driving customer engagement and sales in a startup growth phase.
* Conducted multi-channel competitor research to identify market gaps and anticipate customer technical trends, informing sales strategies.

* Diagnosed and resolved system failures and identified network bottlenecks, ensuring long-term network efficiency.
* Tested and configured software, and maintained and repaired hardware and peripheral devices, minimizing system downtime.
* Rapidly identified, diagnosed, and resolved performance issues within tight deadlines, maintaining system stability.
* Facilitated knowledge sharing and project collaboration through consistent communication with colleagues.
* Documented network traffic flows and bottleneck identification procedures, creating valuable knowledge resources.
* Served as the primary escalation point for complex customer technical issues, driving client retention through timely and effective resolutions.
* Delivered exceptional customer service, proactively addressing customer needs and requirements.
* Consistently achieved high quality assurance evaluation scores by actively implementing performance feedback for continuous improvement.
* Established strong customer rapport through friendly and professional interactions via phone, email, and live chat.

* Conducted comprehensive training for new employees and provided expert assistance to Customer Service Representatives (CSRs) in resolving complex customer issues.
* Analyzed agent performance to identify strengths and areas for improvement, providing actionable insights to supervisors.
* Responded promptly to internal coaching inquiries via SME queue, office communicator, and email, ensuring timely support.
* Provided targeted coaching to agents on efficient system navigation, enabling them to quickly locate critical information during customer interactions.
* Simultaneously utilized multiple software applications to effectively diagnose and resolve customer problems, demonstrating strong multitasking and problem-solving skills.

* Delivered solutions for over 4,000 customer inquiries within the Auto Finance (US) sector, consistently maintaining zero escalations.
* Effectively managed sensitive conversations regarding past-due payments, utilizing strong interpersonal skills and maintaining a professional and empathetic demeanor.
* Proficiently operated multi-line phone systems, ensuring efficient and accurate call handling.
* Accurately determined accounts payable payment options, interest calculations, and other financial details, demonstrating strong accounting acumen.
* Performed complex mathematical calculations and provided accurate estimates, showcasing exceptional mathematical abilities.
* Maintained meticulous account records and performed accurate data entry, ensuring data integrity and compliance.