SIDDARTH SRIRAM

• Spearheaded root cause analysis initiatives to identify high-impact issues across the Billing and Payments department, leveraging DMAIC and Lean Six Sigma methodologies to design scalable solutions.
• Played a key role in a project that led to a 12% reduction in inbound call volumes within Billing and Payments by identifying systemic customer pain points and implementing process changes — effectively reducing operational overhead and enabling the reallocation of budget toward capital investments.
• Partnered with Voice Insights and Data Science teams to implement AI-powered data sourcing and measurement tools, including Genesys Cloud analytics and internal AI models, to extract actionable insights from large volumes of customer interaction data.
• Conducted AI-driven trend analysis to track customer behaviors and support predictive modeling, enabling proactive process improvements and better resource allocation.
• Proposed and scoped a new Self-Serve Refund Tool to automate refund processing for eligible customers, aimed at minimizing agent dependency and further reducing call volumes — now under consideration for future implementation.
• Regularly presented findings and KPIs to senior management, providing data-backed recommendations that supported key strategic decisions and long-term operational planning.

• Dynamic and results-driven telesales agent with 1.5 years of experience in telecommunications. Proven track record of exceeding sales targets and attaining a sale per hour (SPH) that was consistently over target.
• Selected Accomplishments:
• Consistently exceeded monthly sales targets in all 3 campaigns – Price plan change (PPC), Fido Interbrand (FIB), G90 (Win-back campaign) as well as while assisting Inbound sales during peak sales season, thereby gaining crucial experience in all sales aspects of the business. (including Fido solutions)
• Attained the highest sale of 76 wireless and 6 connected home sales on the first month of G90. Consistently placed top in cross-selling on the G90 campaign.
• Achieved sales target and exceeded by over 20% on the G90 and FIB campaigns. Also achieved target for SPH (sales per hour) on these campaigns.
• Implemented efficient upsell techniques on the PPC campaign and also while assisting Inbound sales as shown by consistently achieving the highest MRR among all teams and thereby increasing revenue from each sale.
• Received consistent praise from customers through the customer satisfaction survey (CSAT) for ethics, professionalism and delivering timely customer solutions.

Key Responsibilities:

• Cold calling: Initiating outbound calls to existing and potential customers who may or may not have previously expressed interest in the company’s products and services.
• Product Knowledge: Maintaining a thorough understanding of telecommunications products and services offered by Rogers to effectively communicate their features and benefits to the customer.
• Closing sales: Using persuasive selling techniques to overcome objections by highlighting the benefits of Roger’s wireless and home services and also pivoting to other options including Fido solutions to close the sale.
• Lead analysis: Providing management with detailed analysis of every call in the form of a questionnaire thereby leading to better data analysis and more informed decision making at the upper levels.
• Adhering to regulations: Ensuring compliance with CRTC guidelines such as those related to privacy and data protection and maintaining ethical selling.
• Continuous learning: Staying up to date on industry trends, product development and sales techniques through training modules, quizzes and self-study to improve sales performance. Constantly learning and staying up to date with system applications and software such as V21, ICM/Maestro, OneView and 1Source.
• Team collaboration: Collaboration with other team members by always lending a helping hand with sales and systems. Collaborating with team managers to highlight inconsistencies with the same in order to optimize the sales process and enhance customer experience.

• Manages warehousing staff, on-site operations, logistics, and vendor engagements to effectively distribute Cwiner’s food products across retail store partners and individual customers in Canada.
• Selected Accomplishments:
• Increased average sales from $300K to $1M through execution of numerous optimization projects in collaboration with business manager, which positively impacted operations and staff collaboration.
• Instigated Just in Time (JIT) inventory method which aligns supplier’s shipment schedule with client order’s ETA, immensely cutting avoidable storage cost and unnecessary staff work while improving delivery reliability.
• Sourced and partnered with alternative carriers to navigate timeline restrictions on certain operating regions while also achieving cost reductions due to strong partnerships with new logistics partners.

Key Responsibilities:

• Inventory Management: Handles all incoming and outgoing shipments with average value of $40K-$50K and above, while maintaining sufficient inventory space, and handling related tasks such as bookkeeping, billing, and invoicing.
• Negotiations: Engages with local and offshore suppliers to negotiate and coordinate contract terms including pricing, scheduling, and other specifications.
• Logistics: Works with Logistic Manager to coordinate outgoing shipments while assisting in packaging and stocktaking. Provides input regarding carrier and factory container loading performance to improve processes.
• Staff Supervision: Directs 25-30 warehouse staff to achieve on-time pick and pack fulfillment for daily client orders, actively improving team performance through training, coaching, and mentorship.
• Customer Service: Strengthens trusted business relationships with suppliers and customers to acquire meaningful feedback and improve company offerings.
• Conflict Resolution: Tracks shipment status, location, and current issues in collaboration with carriers and drivers to provide timely updates for clients with concerns about late or missing packages.
• Administrative Support: Elevates value to the company by fulfilling additional functions including supply procurement, database management, and basic bookkeeping tasks.

• Performed in this multifaceted role responsible for facilitating reception services and in-person assistance while handling clerical and administrative duties including data management, event coordination, office supply procurement, invoicing, and customer correspondence.

• Tracked market sensitivity, customer behavior, and buying trends to develop and execute marketing programs supporting business of this real estate developer with inventory of residential properties (condos, townhouses, and detached homes) valued between CAD$150K to CAD$500K.
• Selected Accomplishments:
• Interviewed homeowners with interest in acquiring second homes on suburban areas through cold-calling and emails to learn factors impacting their purchase decisions. Successfully sold an inventory of properties within certain region after launching marketing program centered around research findings.
• Key Responsibilities:
• Cross-Functional Collaboration: Collected, cleaned, and shared data with Sales Team and CRM Team to gain insight on various customer metrics including feedback on purchased items.
• Site Visits: Conducted site visits pre and post-sales to obtain client feedback for market analysis while also acquiring information regarding issues and areas of improvement.
• Promotions: Ideated promotions, incentives, and special contract terms (such as low-interest mortgages) to attract potential buyers, relaying details with Sales Team to develop effective sales pitches.
• Digital Marketing: Drove the company’s marketing strategies by owning design, content, visual aspects of advertising materials for websites, flyers, and newspapers. Analyzed market trends and identified target audiences for successful marketing campaign, while growing client accounts and increasing the online presence of brands through strategic content creation to ensure optimum growth of related activities such as business metrics growth as well achieve ambitious revenue targets.
• Analytics & Reporting: Prepared monthly reports showcasing relevant market data including customer income, interest levels, supply and demand, and property values (land and houses) for management review.