Sourav Narula
New Delhi,Delhi
Summary
Dynamic professional with extensive experience at British Telecom, excelling in account management and client relations. Proven track record in problem-solving and team leadership, consistently enhancing customer satisfaction. Adept at executing timely resolutions and fostering a collaborative environment, driving team performance and achieving operational excellence. Hardworking employee with customer service, and multitasking abilities.
Overview
11
11
years of professional experience
Work History
Process- EE
British Telecom
Gurugram
09.2022 - Current
- Manage leave requests as SPOC, keeping shrinkage below 10%.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Maintained updated knowledge through continuing education and advanced training.
- Address escalation cases swiftly, delivering resolutions, or escalating issues appropriately.
- Conduct real-time audits and provide coaching to team members, fostering a productive work environment.
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
Process- Trojan (Facebook)
Concentrix
Gurugram
04.2021 - 08.2022
- I worked as a pilot agent in the process.
- I worked as floor support for my team and handled customer escalation cases, along with team support.
- Handling customers' Facebook ad accounts and solving their advertisement-related queries on the Facebook platform.
- Handling Instagram business accounts and solving their advertisement-related queries.
- I provided 11 months of floor support to nesting batches and early ramp, as I was trained in the pilot batch.
- Giving real-time support to new agents while completing my duties, too, during my shift.
Senior Executive
Teleperformance
04.2019 - 03.2020
- Guided customers through license selection process and outlined all relevant terms and conditions.
- Trained and mentored junior staff on account management best practices.
- Acted as main point of contact in matters relating to client concerns and needs.
- Simultaneously handled emails to facilitate product sales and guide customers on licensing.
- Executed query and escalation management within turnaround time via email communication.
Senior Executive for Customer Support
AVIS (Mercury Car Rentals Pvt. Ltd)
Gurugram
04.2016 - 06.2018
- Senior Executive for Customer Support email process.
- Managed accounts for SONY, COGNIZANT, CAPGEMINI, and ETIHAD AIRWAYS as Service Account Manager in Client Servicing.
- Coordinated promotional and marketing projects to enhance brand visibility.
- Scheduled fleet maintenance to ensure compliance with safety and quality standards.
Business Development Executive
ANI Technologies Pvt. Ltd. (OLA Cabs)
Gurugram
03.2015 - 03.2016
- Business Development Executive - Partnering car owners.
- Subject Matter Expert (SME) - Responsible for overall Partner care experience.
Education
Bachelor of Arts (BA) -
Delhi University
01.2015
Higher Secondary Education (12th) -
C.B.S.E
01.2012
Secondary Education (10th) -
C.B.S.E
01.2010
Skills
- Account management and client relations
- Timely execution
- Positive attitude
- Team leadership and development
- Problem solving and escalation management
- Customer relationship management
- Effective communication skills
- Interpersonal skills
- Sales expertise
- Experience in fast-paced environments
Languages
- English
- Hindi
Disclaimer
I hereby declare that the above information provided by me is true to the best of my knowledge and belief.
Personal Information
- Father's Name: Mr. Bharat Bhushan Narula
- Date of Birth: 10/12/94
- Nationality: Indian
Timeline
Process- EE
British Telecom
09.2022 - Current
Process- Trojan (Facebook)
Concentrix
04.2021 - 08.2022
Senior Executive
Teleperformance
04.2019 - 03.2020
Senior Executive for Customer Support
AVIS (Mercury Car Rentals Pvt. Ltd)
04.2016 - 06.2018
Business Development Executive
ANI Technologies Pvt. Ltd. (OLA Cabs)
03.2015 - 03.2016
Bachelor of Arts (BA) -
Delhi University
Higher Secondary Education (12th) -
C.B.S.E
Secondary Education (10th) -
C.B.S.E