Amrik Kumar Maurya
Siwan
Summary
Results-oriented Customer Support Manager with many years of experience meeting deadlines while increasing company revenue and productivity. Leverages troubleshooting, relationship development, negotiations, and process improvement to deliver departmental results. Thrives in high-pressure environments and excels in corrective action and strategic planning to implement and communicate departmental objectives and service levels.
Overview
11
11
years of professional experience
Work History
Customer Support Manager
People Prosper Technologies Pvt. Ltd.
Bengaluru
05.2025 - Current
- Managing a team of 10 members in customer support, implementation, and handholding.
- Maintained Net Promoter Score above 35.
- Achieved Customer Satisfaction Score exceeding 90%.
- Addressed negative reviews on Google, app, and third-party platforms.
- Met First Response and Resolution SLAs consistently.
- Provided support via emails, chats, and calls across three channels.
- Conducted training for new hires and refresher sessions for existing staff.
- Innovated processes through automation and improved user-friendly products.
Customer Care Manager(Kyari)
Select Brands International Pvt. Ltd
Indore
10.2023 - 05.2025
- Managed a team of 15 members, including customer support (email/call/social media/chat), DF, and outbound sales (Corporate Gifting & Abandoned Cart).
- Achieved revenue target for outbound sales.
- Achieved Customer Satisfaction Score exceeding 90%.
- Addressed negative reviews on Google, app, and third-party platforms.
- Met First Response and Resolution SLAs consistently.
- Enhanced customer service experience to foster engagement and promote organic growth.
- Established a clear mission and deployed strategies aligned with organizational goals.
- Developed service procedures, policies, and standards to ensure consistency.
- Maintained accurate records documenting customer interactions and service actions.
- Analyzed statistics to compile detailed reports for performance assessment.
- Recruited and mentored customer service agents, fostering an environment of encouragement.
- Oversaw resource allocation to achieve qualitative and quantitative targets.
Team Lead - Implementation & Customer Support (Kredily)
Peopleprosper Technologies Pvt. Ltd.
Bengaluru
09.2022 - 09.2023
- Managed team of 10 members in customer support and implementation.
- Maintained Net Promoter Score above 35.
- Achieved Customer Satisfaction Score exceeding 90%.
- Addressed negative reviews on Google, app, and third-party platforms.
- Met First Response and Resolution SLAs consistently.
- Provided support via emails, chats, and calls across three channels.
- Conducted training for new hires and refresher sessions for existing staff.
- Innovated processes through automation and improved user-friendly products.
Sr. Support Specialist (CallHippo)
Appitsimple Infotek Pvt. Ltd.
Ahmedabad
11.2020 - 06.2022
- Resolved customer concerns via chats, emails, and calls; escalated major issues to technical team.
- Surpassed goals through effective prioritization and strong work ethic.
- Fostered ongoing programs by promoting team communication and collaboration.
- Established and maintained courteous working relationships with stakeholders.
Training and Quality (Chat Team Leader)-(CallHippo)
Appitsimple Infotek Pvt. Ltd.
Ahmedabad
11.2019 - 10.2020
- Implemented Seek LMS, training nearly 150 employees across multiple departments.
- Maintained First Response and Resolution SLAs to enhance service efficiency.
- Provided customer support through email, chat, and phone channels.
- Achieved Net Promoter Score above 35, reflecting strong customer loyalty.
- Ensured Customer Satisfaction Score above 90% through effective service delivery.
- Addressed negative reviews on Google and third-party platforms to improve brand reputation.
- Handled escalation calls, chats, and emails to resolve complex customer issues.
- Managed shrinkage and attrition to maintain workforce stability.
Business Development Executive - (CallHippo)
Appitsimple Infotek Pvt. Ltd.
Ahmedabad
11.2018 - 10.2019
- Secured new sales in B2B markets, focusing on USA, Canada, UK, and Australia.
- Provided after-sales service despite limited team size during peak periods.
- Conducted sales and support through calls, chats, and emails across multiple time zones.
- Presented performance updates and quarterly business reviews during planning meetings.
- Addressed customer inquiries regarding products, pricing, and availability efficiently.
- Developed growth strategies by identifying key clients and critical service areas.
Senior Customer Care Executive(Retail Me Not)
Ttec formerly known as Motif
Ahmedabad
10.2016 - 08.2018
- Managed multiple queues, including newsletters, geo-fencing, and network feed while meeting SLA targets.
- Executed backend processes for posting coupons on retailmenot.com without customer interaction.
Subject Matter Expert(SBI Process)
Serco Global Services Pvt. Ltd.
Agra
06.2015 - 11.2015
- Trained newcomers for 10 days following completion of call certification.
- Audited calls from OJT trainees and provided constructive feedback.
- Implemented technical solutions, resulting in enhanced organizational efficiency.
- Managed escalation calls for OJT batches to resolve critical issues.
Customer Care Executive(SBI Process)
Serco Global Services Pvt. Ltd.
Agra
11.2014 - 05.2015
- Managed 180 inbound support calls daily from domestic and NRI customers of SBI.
- Maintained Average Handling Time (AHT) at 135 seconds.
- Provided efficient support to enhance customer satisfaction across diverse client base.
Education
Vidya Devi Jindal School - Commerce
Vidya Devi Jindal School
Mathura, U.P, India03.2011
High School -
Vidya Devi Jindal School
Mathua, India03.2009
Diploma in Computer Application -
IT.COM
Mathura, India01.2005
Skills
- Empathy and adaptability
- Positive communication
- Clear communication skills
- Self-control and accountability
- Patience and training design
- Subject matter expertise
- Time management and evaluation techniques
- Social media monitoring and escalation handling
- Schedule management and customer support planning
- Customer education and feedback collection
- Service level agreement management
- Team management and customer relationship management
- Process automation and performance analytics
- Conflict resolution and cross-functional collaboration
- Training and mentoring in data analysis
- Quality assurance
CRM Knowledge
- Freshdesk
- Zoho
- Zendesk
- Hubspot
- Leadsquared
- Pipedrive
Hobbies and Interests
- Gardening
- Cooking
- Animal rescuer
- Music
- Travelling
Languages
- Hindi, intermediate
- English, intermediate
- Punjabi, intermediate
Personal Information
- Date of birth: 03/24/93
- Gender: Male
- Marital status: married
Disclaimer
I hereby declare that the above-mentioned information is true to the best of my knowledge
Timeline
Customer Support Manager
People Prosper Technologies Pvt. Ltd.
05.2025 - Current
Customer Care Manager(Kyari)
Select Brands International Pvt. Ltd
10.2023 - 05.2025
Team Lead - Implementation & Customer Support (Kredily)
Peopleprosper Technologies Pvt. Ltd.
09.2022 - 09.2023
Sr. Support Specialist (CallHippo)
Appitsimple Infotek Pvt. Ltd.
11.2020 - 06.2022
Training and Quality (Chat Team Leader)-(CallHippo)
Appitsimple Infotek Pvt. Ltd.
11.2019 - 10.2020
Business Development Executive - (CallHippo)
Appitsimple Infotek Pvt. Ltd.
11.2018 - 10.2019
Senior Customer Care Executive(Retail Me Not)
Ttec formerly known as Motif
10.2016 - 08.2018
Subject Matter Expert(SBI Process)
Serco Global Services Pvt. Ltd.
06.2015 - 11.2015
Customer Care Executive(SBI Process)
Serco Global Services Pvt. Ltd.
11.2014 - 05.2015
Vidya Devi Jindal School - Commerce
Vidya Devi Jindal School
High School -
Vidya Devi Jindal School
Diploma in Computer Application -
IT.COM