Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Languages
Hobbies and Interests
Personal Information
Timeline
BusinessDevelopmentManager
Athang Suryavanshi

Athang Suryavanshi

Pune

Summary

A results-driven Customer Service Associate with over 7 years of experience in Sales, Escalation Management, and Customer Satisfaction. Expertise in managing high-value accounts and leading teams across North American markets (USA & Canada). Adept at driving process improvements, enhancing customer experiences, and coaching teams to achieve exceptional performance outcomes. Known for thriving in fast-paced environments, resolving complex issues, and consistently exceeding performance metrics. Seeking new opportunities to leverage my skills in leadership, sales, and problem-solving.

Overview

3
3
years of professional experience
1
1
Certification

Work History

Customer Service Associate

Amazon Development India
10.2023 - Current
  • Company Overview: (Handled USA & Canada Region)
  • Provide exceptional customer support, managing escalated queries and ensuring high levels of customer satisfaction while meeting Amazon's performance metrics
  • Resolve complex issues for customers across USA & Canada, maintaining compliance with Amazon's service standards and improving service delivery
  • Collaborate with cross-functional teams, including Sales and Technical Support, to deliver efficient resolutions and optimize the customer experience
  • Lead training initiatives for new hires and provide ongoing coaching and mentorship to peers, improving overall team performance and product knowledge
  • Consistently exceed KPIs for response time, resolution time, and customer satisfaction scores
  • (Handled USA & Canada Region)

Sales and Escalation Specialist

NewAge Pvt Ltd
02.2023 - 09.2023
  • Company Overview: (Handled USA & Canada Region)
  • Managed high-value accounts, handling both pre-sales and post-sales processes to ensure long-term customer satisfaction and retention
  • Acted as the primary point of contact for escalations, quickly resolving complex issues to maintain customer loyalty
  • Developed strategies that resulted in a 90% increase in customer retention rates by improving service delivery and customer engagement
  • Worked closely with the sales team to identify upselling and cross-selling opportunities, contributing to revenue growth
  • (Handled USA & Canada Region)

Senior Relationship Manager

Pagariya Auto - Maruti Suzuki
08.2021 - 12.2022
  • Led a team of 7 associates, managing daily operations and ensuring team performance met sales and service targets
  • Delivered personalized product recommendations, leading to a significant increase in sales revenue and customer satisfaction
  • Coordinated order processing, delivery logistics, and after-sales support, ensuring a smooth customer experience
  • Acted as the Team Manager, overseeing sales strategy implementation and fostering a collaborative team environment
  • Enhanced team performance through continuous training and performance management

Education

BBA - Marketing Management And Research

MIT School of Management
Pune
08-2015

Skills

  • Customer Service & Support
  • Escalation Management
  • Sales Strategy & Execution
  • Team Leadership & Development
  • CRM Tools (Salesforce, Zendesk, etc)
  • Communication & Negotiation
  • Problem Solving & Conflict Resolution
  • Process Improvement & Optimization
  • Performance Metrics & Reporting
  • Cross-Functional Collaboration
  • Training & Coaching
  • Project Management
  • Performance Management
  • Coaching & Development
  • Strategic Planning

Certification

  • Customer Service Excellence, Amazon Development, 2024
  • Marketing Management, Pune University, 2018
  • Business Conclave
  • Digital Marketing
  • Escalation Handling

Accomplishments

  • Employee of the Quarter at Amazon for exceeding performance targets in customer service and escalation management.
  • Achieved a customer satisfaction score of 97% while handling the USA and Canada regions, contributing to long-term client loyalty.
  • Led a project that improved customer resolution time by 97% through efficient process optimization and team collaboration.

Languages

English (Fluent)
Hindi (Fluent)
Marathi (Native)

Hobbies and Interests

  • Trekking & Biking: Passionate about outdoor activities, exploring nature and challenging myself physically through trekking and biking.
  • Cycling: Enjoy long-distance cycling trips, fostering physical endurance and a sense of adventure.
  • Vlogging: Enthusiastic about capturing moments and sharing my travel and adventure experiences through vlogs.
  • Adventure Enthusiast: Love exploring new places and engaging in activities that test my limits and expand my horizons.

Personal Information

Date of Birth: 10/18/95

Timeline

Customer Service Associate

Amazon Development India
10.2023 - Current

Sales and Escalation Specialist

NewAge Pvt Ltd
02.2023 - 09.2023

Senior Relationship Manager

Pagariya Auto - Maruti Suzuki
08.2021 - 12.2022

BBA - Marketing Management And Research

MIT School of Management

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Athang Suryavanshi