Akshay Sarsar

Key responsibilities:

• Address complex escalated cases requiring deep understanding.
• Manage API installations, implementation and resolve integration queries which require mostly remote access.
• Collaborate with other teams to handle integration issues effectively.
• Troubleshoot daily product errors.
• Stepped up as on-floor manager in absence of team leads. Ensured smooth operations, productivity, and real-time issue resolution.
• Promptly managed outages and critical situations. Implemented contingency plans to maintain workflow.
• Managed escalations from clients and team members professionally.
• Conducted training sessions for new team members and facilitated onboarding.
• Performed regular audits to maintain quality control and compliance.
• Monitoring daily performances of individual and conducting one on one with team members for their professional growth.
• Leading as mentor of small group of 5 mentees.

Key Responsibilities:

1. Customer Interaction:

• Responded promptly to customer inquiries via phone, email, chat, and in-person.
• Listening attentively to customer concerns and providing appropriate solutions.
• Building rapport with customers to foster long-term relationships and loyalty.

2. Problem Resolution:

• Investigating and resolving customer complaints and issues in timely and efficient manner.
• Escalating complex problems to appropriate department for resolution.

3. Product Knowledge:

• Developed deep understanding of products and services to effectively assist customers.
• Provided accurate information about product features, pricing, and availability.

4. Order Processing:

• Assisting customers with placing orders, tracking shipments, and processing returns or exchanges.

6. Continuous Improvement:

• Identifying opportunities for process improvement and contribute ideas to enhance customer experience.