Java
Akarsh Jaiswal
Team lead - Customer Experience
Gurgaon
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
3
3
years of professional experience
Work History
Team Leader - CRM Operations
Green Soul Ergonomics Pvt Ltd
12.2023 - Current
- Used various market research tools and techniques to gather, analyze and interpret data.
- Reduced customer complaints by implementing proactive measures to address common issues.
- Cultivated strong relationships with key stakeholders to ensure smooth collaboration on various projects.
- Identified appropriate marketing channels and target customers for campaigns.
- Collected and analyzed data from variety of sources to create detailed market research reports for top-level decision makers.
- Devised data visualization dashboards to make complex data more accessible to stakeholders.
- Spearheaded process improvements initiatives aimed at enhancing overall customer experience within CRM operations.
Brand Manager
Green Soul Ergonomics
08.2023 - Current
- Aligned internal teams with brand guidelines, ensuring consistent representation of the company across all departments and touchpoints.
- Spearheaded strategic brand plans for multiple product lines to increase market share and brand awareness.
- Developed and executed branding campaigns to educate target audiences on product features, benefits and values.
- Maintained above-average brand penetration.
- Maintained marketplace account metrics for Brand to becomes Amazon's choice and Bestseller for 6 consecutive months.
- Created Whatsapp bots and Website bots to enhance customer engagement with brand.
Customer Experience Subject Matter Expert
Upscalio India Pvt Ltd
08.2022 - 08.2023
- Implemented a comprehensive knowledge base system, improving access to information for both team members and customers alike.
- Streamlined customer service processes for improved efficiency and increased positive feedback.
- Actively participated in interdepartmental meetings, representing the voice of the customer service function while collaborating with other departments on strategic initiatives.
- Analyzed customer feedback data to identify trends and opportunities for process improvement initiatives.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Quality Analyst
Classplus
03.2022 - 08.2022
- Enhanced customer satisfaction by analyzing service quality metrics and identifying areas for improvement.
- Mitigated escalations by working closely with supervisors to address recurring issues promptly and effectively.
- Increased first-call resolution rates by closely examining call recordings, pinpointing inefficiencies, and suggesting solutions.
Customer Support Manager
Classplus
05.2021 - 05.2022
- Reduced response time to customer inquiries, ensuring timely assistance with their concerns.
- Organized and updated databases, records and other information resources.
- Analyzed product information to verify accuracy and drive corrective actions to closure.
- Integration of Knowlegde base using Knowmax tool to provide quick hands on resolutions
Education
B.E - Electronics And Telecommunications Engineering
RV College of Engineering
Bengaluru, India 04.2001 -
Skills
Task Prioritization
Adaptability and Flexibility
Market Share Growth
Customer Support
Expert in CRM
Data Visualization
Software
Excel
SQL
Power BI
Python
Apache Hadoop
Mircosoft Azure
Accomplishments
- Winner of National Creativity Olympiad
- Top Contributor as Customer Support Manager in Classplus.
- Ace of Initiatives as Customer Support Manager in Classplus.
- Calmer of Storms as Customer Support Manager in Classplus.
- Ace of Initiatives as Subject Matter Expert in Upscalio.
- Ace of Initiative as Team Leader in Green Soul Ergonomics.
Timeline
Team Leader - CRM Operations
Green Soul Ergonomics Pvt Ltd
12.2023 - Current
Brand Manager
Green Soul Ergonomics
08.2023 - Current
Customer Experience Subject Matter Expert
Upscalio India Pvt Ltd
08.2022 - 08.2023
Quality Analyst
Classplus
03.2022 - 08.2022
Customer Support Manager
Classplus
05.2021 - 05.2022
B.E - Electronics And Telecommunications Engineering
RV College of Engineering
04.2001 -