Lalu Shukla
@lalushukla
I lead inside sales and customer success teams to drive measurable growth.
IndiaWhat I'm looking for
I’m a results-driven Customer Success and Inside Sales professional with 12+ years of experience across US, UK, Canada, Australia, and Middle East voice processes. I bring proven expertise as an Appointment Setter, Outbound Caller, and Inside Sales Representative, focused on structured follow-up and relationship management.
Over the years, I’ve delivered consistent outcomes—exceeding conversion targets, retaining clients, and driving revenue growth. I improved lead-to-enrollment conversion by 20% through targeted customer engagement, maintained CSAT above 92%, and reduced churn by using proactive retention playbooks and escalation protocols.
In my current role leading a US voice process team, I manage 25 associates handling inbound/outbound workflows and customer support, while monitoring SLA, CSAT, AHT, productivity, and quality metrics. I handle escalations using resolution frameworks and coach the team with feedback and performance improvement initiatives to build high-output inside sales and support capabilities.
Experience
Work history, roles, and key accomplishments
Lead a team of 25 associates managing US voice-process customer support and outbound calling, driving appointment-setting workflows for downstream sales. Monitor SLA/CSAT/AHT and handle escalations using structured resolution frameworks while coaching for performance improvements.
Team Leader - Customer Success
Great Champ Technology Pvt. Ltd.
Mar 2013 - Jun 2025 (12 years 3 months)
Managed outbound calling and inside-sales operations for EdTech clients across the US, UK, Canada, Australia, and Middle East markets as an appointment setter and inside sales representative. Led 60+ associates across onboarding and outbound sales, maintained CSAT above 92%, improved lead-to-enrollment conversion by 20%, and reduced churn via proactive retention playbooks.
Education
Degrees, certifications, and relevant coursework
Amity University, Uttar Pradesh
B.Tech, Electronics & Communication
Earned a B.Tech in Electronics & Communication from Amity University, Uttar Pradesh.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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