Abhay Saxena
Gurugram
Summary
Inside Sales Manager, Customer Experience and Retention Leader with 10 years of experience supporting US & Australian customers in Fortune 100 and enterprise BPO environments. Delivered consistent 82% average CSAT over 3 consecutive years at American Express, generated over $500,000 in incremental revenue through strategic upselling, and achieved 75% churn reduction at IEnergizer. Expert in KPI ownership, revenue protection, dispute resolution, coaching, and CX transformation. Extensive experience in SaaS Sales, Call Listening & Quality Assurance, monitoring 40+ calls weekly and maintaining 95%+ QA scores through structured audits and calibration. Improved FCR by 15% and reduced compliance errors by 25% via data-driven coaching and CSAT-focused training interventions.
Overview
10
10
years of professional experience
Work History
Inside Sales Manager (Australian Process)
Veye Research Pvt Ltd
02.2026 - Current
- Consistently exceeded KPI targets through exceptional customer service, sales abilities and client retention strategies.
- Analysed portfolio performance and made recommendations to generate commercial value and mitigate risk.
- Driving end-to-end sales of SaaS-based stock market research subscriptions to Australian clients.
- Managing the complete sales cycle, including client outreach, product pitching, objection handling, and deal closure.
- Handling customer objections related to pricing, trust, and market risks, ensuring high conversion rates.
- Collaborating with research and marketing teams to align sales strategies with current market trends.
- Tracking key performance metrics such as conversion rates, revenue generated, and client retention.
- Building and maintaining strong client relationships to drive repeat business and long-term subscriptions.
- Acting as the first point of contact for team queries, real-time call support, and floor management during sales hours.
- Motivating team members through daily huddles, performance reviews, and target tracking.
- Ensuring adherence to sales processes, quality standards, and compliance guidelines.
Lead CCP (US Process)
American Express
08.2022 - 11.2025
- Responsible for Providing Premium Customer Service.
- Providing and handling soft inbound sales for better customer experience.
- Conduct regular call monitoring and provide constructive feedback
- Identify training needs and arrange refresher or skill-enhancement sessions.
- Support agents in handling escalations and complex customer issues.
- Track and analyze team KPIs (AHT, CSAT, QA, Retention, Productivity).
- Drive adherence to processes, scripts, and compliance standards.
- Assist in new hire onboarding and nesting support.
- Prepare and share performance reports with management.
- Implement action plans to improve quality and customer experience.
- Conducted call listening audits (40+ calls/week) to ensure compliance, quality, and customer experience standards.
- Improved CSAT from 85% to 92%+ through structured coaching and real-time feedback.
- Improved FCR by 18% by identifying repeat call drivers and process gaps.
- Managed key KPIs: AHT, CSAT, FCR, Compliance %, Productivity, Attrition, Shrinkage.
- Ensured 100% regulatory adherence (PCI, Compliance & Risk guidelines).
- Mentored bottom quartile performers, moving 70% of them to top/middle quartile within 3 months.
SME (US Process)
Capline Services
07.2021 - 08.2022
- Worked as Senior Associate in customer service
- Promoted as SME
- Responsible for handling customer queries.
- Responsible for Providing Premium Customer Service.
- Responsible for driving process required targets.
Quality and CSAT Trainer (US Process)
IEnergizer
04.2016 - 07.2021
- Worked as Senior C.C.E in customer service
- Promoted in Retention department
- Promoted as SME
- Handle customer inquiries via phone.
- Provide accurate information about products, services, pricing, and policies
- Handle inbound/outbound calls from customers intending to cancel or downgrade services.
- Use negotiation and persuasion skills to retain customers.
- Offer customized solutions, discounts, or retention offers as per policy.
- Conducted structured CSAT improvement workshops, focusing on empathy, call control, and objection handling.
- Improved overall CSAT by 8–10% within one quarter.
- Supported operations with real-time floor support and query resolution.
- Assisted in creating QA scorecards and SOP documentation.
- Conducted call audits and feedback sessions to maintain QA score above 93%.
- Prepared weekly performance reports for leadership review.
Education
B.A. - English Literature
Maharaja Agrasen University
01-2023
Higher Secondary School -
National Public School
01-2012
Secondary School -
National Public School
01-2010
Skills
- Strong communication and listening skills
- Problem-solving ability
- Patience and stress management
- Basic computer and CRM knowledge
- Time management and multitasking
- Customer relationship management
- Quality assurance
- Customer retention strategies
- Call monitoring
- Process adherence
- Complaint resolution
- Team leadership
- Performance tracking
- Sales negotiation
- Empathetic communication
- Training facilitation
- Conflict resolution
- Time management
- Multitasking efficiency
- Service excellence
- Self-discipline
- Multilingual communication
- Compliance adherence
- Coaching strategies
- Quality auditing
- Communication excellence
- Empathy displaying
Languages
English
Hindi
Hobbies and Interests
- Travelling
- Interacting with people
- Listening to Music
- Sports
KEY ACHIEVEMENTS & BUSINESS IMPACT
- Sustained top-tier customer satisfaction performance in high-volume, high-pressure US processes
- Drove significant revenue growth while maintaining strong customer trust and compliance
- Recognized for ownership, leadership, and ability to influence customer outcomes
- Trusted contributor for CX improvement initiatives and operational excellence
ADDITIONAL INFORMATION
- Work Authorization: Open to Remote Roles, Hybrid and Full-Time Global Contracts. Languages: English (Fluent), Hindi (Native) Availability: Immediate
Timeline
Inside Sales Manager (Australian Process)
Veye Research Pvt Ltd
02.2026 - Current
Lead CCP (US Process)
American Express
08.2022 - 11.2025
SME (US Process)
Capline Services
07.2021 - 08.2022
Quality and CSAT Trainer (US Process)
IEnergizer
04.2016 - 07.2021
B.A. - English Literature
Maharaja Agrasen University
Higher Secondary School -
National Public School
Secondary School -
National Public School