ASHISH TIWARI
Customer Service Manager
Bhayander East
Summary
Customer Service Manager with 10+ years of experience in enhancing customer satisfaction and optimizing operations. Expertise in developing customer service strategies that drive growth and loyalty. Proven ability to improve service quality, reduce costs, and resolve complex issues effectively. Strong leadership skills demonstrated in fast-paced environments, fostering team development and achieving organizational goals.
Overview
16
16
years of professional experience
Work History
Manager
Power Point Cartridges Pvt Ltd
02.2025 - Current
- Analyzed customer feedback data to formulate action plans for service enhancement.
- Developed and executed strategies that increased customer satisfaction and loyalty.
- Created monthly reports summarizing operational performance metrics for senior management.
- Enforced customer service standards while resolving complaints to maintain quality service.
- Managed vendor relationships, negotiating contracts to ensure timely delivery of goods.
- Resolved customer issues promptly, preserving positive brand image.
- Negotiated contracts with suppliers to achieve cost reduction while maintaining quality.
Manager of Operations
Better Vivah Matrimony Services
03.2023 - 01.2025
- Leading team of 35 sales executive and 10 Relationship Manager to generate revenue and post sales service.
- Mentoring and training to deliver exceptional customer experience and complex situation.
- Ensuring CSAT & NPA numbers are delivered as per standard.
- Creating SOP and getting implemented to run smooth operations.
Manager
ABP Weddings (Exclusive Service)
04.2022 - 03.2023
- Responsible for Pan India Service Level for highly paid service.
- Improved operational systems, processes, and best practices to maximise output and minimise costs.
- Maintained positive, professional working environment to optimise staff and customer satisfaction.
- Handled customer complaints, resolving issues with professionalism to maintain high satisfaction levels.
- Responsible for renewal and success story for Pan India.
Deputy Manager
ABP Eventures Pvt Ltd
02.2021 - 03.2022
- Lead and manage a team of 20 customer service representatives, providing training, coaching, and performance evaluations to ensure high-quality service delivery
- Develop and implement customer service policies and procedures, resulting in a 25% increase in customer satisfaction scores.
- Monitor and analyze key performance indicators (KPIs) to identify trends, address issues, and improve service efficiency.
- Resolve escalated customer complaints and complex issues, achieving a 90% resolution rate on first contact.
- Collaborate with other departments to enhance service delivery and implement new initiatives based on customer feedback
- Maintained positive, professional working environment to optimise staff and customer satisfaction.
Assistant Manager
Medlife International Pvt Ltd (Digidesk Sales)
03.2019 - 02.2021
- Achieving Monthly Service Level, AHT and Occupancy
- Managed team rosters to guarantee optimal staffing levels during peak and off-peak hours.
- Streamlined operational processes, resulting in a 15% increase in efficiency.
- Organised staff training sessions on new product ranges, enhancing team knowledge and sales skills.
- Prepared detailed reports on weekly sales, expenses, and staff productivity for management review.
- Helped senior management plan and carry out daily operations and meet key objectives.
- Responsible for delivering performance of 120 plus team members with desired Quality standards
Team Leader
Medlife International Pvt Ltd (Digidesk Sales)
10.2019 - 02.2021
- Responsible for Pan India Pharma order for CTO (Call to Order)
- Closely monitored team performance by conducting observations and tracking key metrics, identifying and managing underachievers appropriately.
- Trained and supervised team to deliver on store sales targets.
- Conducted performance reviews, providing constructive feedback and personal development plans.
Team Leader
PEOPLE INTERACTIVE PVT LTD (SHAADI.COM)
10.2016 - 10.2019
- Setting & Achieving Monthly Service Level
- Responsible for delivering performance of 15 plus team members with desired Quality standards.
- Manpower planning - which involves forecasting manpower requirements, Raising MRF (Manpower Requirement Form) for replacement
- Determining training needs & referring candidates for undergoing programs to enhance efficiency in overall operations towards the accomplishment of overall corporate objectives
- Updating Productivity scores on monthly basis and giving feedback for improvement
- Conducting Product test, Handling Escalations, • Formulate and implement strategies to achieve Service Level and Productivity.
- Resolved complex customer enquiries, disputes and complaints.
- Worked on Zendesk to track and resolve customer complaints.
Team Coach
PEOPLE INTERACTIVE PVT LTD (SHAADI.COM)
05.2015 - 09.2016
- Responsible for managing team members and provide interim solutions on queries & concerns
- Closely monitor basic SLA's for team and coordinate with TL/AM in training programs
- Updating Productivity scores on monthly basis and giving feedback for improvement
- SOP for West zone for on Escalations across parallel management.
- Coached and mentored team members to enhance performance, productivity, and work satisfaction.
Relationship Manager
PEOPLE INTERACTIVE PVT LTD (SHAADI.COM)
11.2011 - 05.2015
- Handling members to help them find their partners
- Responsible for arranging meetings for 2 parties and managing their profiles.
- Closely monitor basic SLA's for per member
- Seeking Renewals or Success stories
- Manage CSAT.
- Scheduled, arranged and attended meetings with customers to maintain trusting and long-lasting relationships.
Shopping Consultant
DAMATATICS FINANCIAL SERVICES LTD.
05.2011 - 11.2011
- Understanding customer complaint & resolving the same
- Responsible for all type of payment related queries
- Ensuring highest level of customer satisfaction to the clients
- Mailing to clients, merchandiser & warehouse to get the issue resolved.
Customer Service Associates
AEGIS BPO PVT LTD (STARCJ PROCESS)
11.2009 - 05.2011
- Understanding customer complaint & resolving the same Responsible for all type of payment related complaints
- Mailing to clients, merchandiser & warehouse to get the issue resolved
- Maintain CSAT.
Education
Bachelore in Science -
University of Mumbai
Higher Secondary examination -
Mumbai Board
Secondary School Certificate -
Maharashtra Board
Skills
- Customer relationship management systems
- Team leadership
- People management
- Conflict resolution
- Performance metrics
- Strategic planning
- Process improvement
- Training and mentoring
- Data analysis
- Microsoft Office applications
- Contract negotiation
- Cross-functional management
Custom Section
Self-motivated, results-oriented with insightful experience in providing excellent output.
Strategic thinking ability and results oriented success in crisis situations and fast-paced environments.
Proven ability to successfully analyze organization's critical business requirements, identifying deficiencies and potential opportunities.
Highly focused style of working with strong communication skills effective in building strong relationships and interacting at all levels of the organization.
Personal Information
- Date of birth: 02/28/87
- Marital status: Married
Hobbies and Interests
- Photography
- Video Games
Timeline
Manager
Power Point Cartridges Pvt Ltd
02.2025 - Current
Manager of Operations
Better Vivah Matrimony Services
03.2023 - 01.2025
Manager
ABP Weddings (Exclusive Service)
04.2022 - 03.2023
Deputy Manager
ABP Eventures Pvt Ltd
02.2021 - 03.2022
Team Leader
Medlife International Pvt Ltd (Digidesk Sales)
10.2019 - 02.2021
Assistant Manager
Medlife International Pvt Ltd (Digidesk Sales)
03.2019 - 02.2021
Team Leader
PEOPLE INTERACTIVE PVT LTD (SHAADI.COM)
10.2016 - 10.2019
Team Coach
PEOPLE INTERACTIVE PVT LTD (SHAADI.COM)
05.2015 - 09.2016
Relationship Manager
PEOPLE INTERACTIVE PVT LTD (SHAADI.COM)
11.2011 - 05.2015
Shopping Consultant
DAMATATICS FINANCIAL SERVICES LTD.
05.2011 - 11.2011
Customer Service Associates
AEGIS BPO PVT LTD (STARCJ PROCESS)
11.2009 - 05.2011
Bachelore in Science -
University of Mumbai
Higher Secondary examination -
Mumbai Board
Secondary School Certificate -
Maharashtra Board
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