- Writing Hindi Poetries
- Playing badminton
- Watching Hindi web series
- Driving
Apurv Saxena
Noida
Summary
Results-driven Group Manager specialising in team performance and business growth. Leads teams through structured coaching, fostering accountability and high standards. Analyses revenue and market trends to align strategies with organisational goals. Strengthens client relationships and enhances satisfaction through effective communication and strategic sales planning.
Overview
11
11
years of professional experience
Work History
Group Manager
Infoedge India Ltd
Noida, India
09.2019 - Current
- Led and motivated team of 10-12 members through daily coaching sessions.
- Reviewed revenue figures weekly to track target achievement and forecast outcomes.
- Handled client relationship updates using structured notes and follow-up calls.
- Captured customer needs by listening on calls and mapping market trends.
- Built high-performance culture using clear routines, feedback, and recognition.
- Managed escalations through documented case reviews and retention-focused actions.
- Aligned team tasks to business goals using briefings and weekly check-ins.
- Coordinated hiring and onboarding by scheduling interviews and preparing induction plans.
- Analysed report trends to spot mismanagement and correct processes quickly.
- Partnered with leadership to deliver action plans protecting assets and profitability.
- Followed safety protocols and company processes in day-to-day operations.
- Led managers across departments to improve operations and exceed performance targets.
- Managed recruitment by reviewing CVs, running interviews, and selecting candidates.
- Monitored staff performance and created improvement plans for underperformance.
- Developed strategic sales plans to hit targets and improve customer satisfaction.
Senior Analyst
Shopclues
Gurgaon
12.2017 - 09.2019
- Handled high-priority customer concerns while maintaining strong relationships and satisfaction levels.
- Prepared escalation reports, analysed customer feedback, and shared insights with leadership.
- Managed SLAs by driving fast escalation closure and meeting satisfaction standards.
- Specified processes for maintaining project documentation, managing scopes and adjusting work schedules for on-time delivery of tasks and milestones.
- Collaborated with senior management to define analytics strategies, aligning with organisational goals.
Customer Service Representative
Aegis BPO Ltd
Gurgaon
09.2015 - 12.2017
- Delivered first-class customer service by anticipating needs and requirements proactively.
- Resolved service issues promptly to maximise customer satisfaction consistently.
- Managed inbound customer calls efficiently to resolve queries and complaints.
- Answered product questions and addressed customer feedback and complaints daily to enhance overall service experience.
- Built rapport through courteous, professional communications, fostering positive customer relationships.
- Processed product orders and issued service upgrades for customers accurately.
- Created customer service guidelines and procedures to standardise team responses.
- Served as escalation point for complex issues to secure timely resolution.
- Maintained empathetic client relationships, consistently exceeding sales goals through personalised service.
Education
Master of Commerce - Business management
01-2015
diploma of Finance - Diploma of Finance
01-2014
bachelor of Commerce - Business management
01-2013
Skills
- Revenue forecasting
- Client relationship management
- Performance monitoring
- Delegation and accountability
- Team leadership
Interests
Accomplishments
- Built and nurtured key client relationships to grow profit by decent figures
- Recognized by management for serving customer satisfaction projects delivering Net promoter score from -75% to 57%.
- Improved legal escalation reviews by successfully handling customer complaints and implementing monthly staff training.
Timeline
Group Manager - Infoedge India Ltd
09.2019 - Current
Senior Analyst - Shopclues
12.2017 - 09.2019
Customer Service Representative - Aegis BPO Ltd
09.2015 - 12.2017
Dr. Bhimrao Ambedkar University - Master of Commerce, Business management
NIIT Technologies - diploma of Finance , Diploma of Finance
Dr. Bhimrao Ambedkar University - bachelor of Commerce, Business management