Avisek Sarangi
Bengaluru
Summary
Versatile Customer Success Manager with a professional experience of more than 7 years. Highly effective at conflict resolution and persuasive communication. Knowledgeable about quality assurance and training to support and set up teams for success. Hardworking and reliable with excellent attention to detail to manage processes and timelines to accomplish tasks.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Success Manager
Even Healthcare Pvt Ltd
Bengaluru
10.2023 - Current
- Managed customer inquiries and complaints in a professional manner.
- Established processes for measuring customer satisfaction rates across multiple channels.
- Leading the B2B post-sales claims team and handling escalations.
- Coached team members on best practices for delivering exceptional customer experiences.
- Handling B2B and B2C customer queries regarding IPD (Hospitalization) and OPD Claims.
- Assisting users with Cashless and Reimbursement claims.
- Queries are addressed through Chats, Calls and Emails via Verloop, Exotel and Zoho respectively.
- Visiting insurer/partner offices to expedite the claim process.
Sr. Executive - Customer Success
Onsurity Technologies Pvt Ltd
Bengaluru
07.2022 - 04.2023
- Handling B2B and B2C customer escalations over calls, emails, and chats for app-related issues.
- Escalating the issue to the concerned teams to get it resolved, ASAP.
- Preparing daily reports and knowledge base.
- Providing process and product training to new joiners.
- Briefing the team regarding new process updates.
Sr. Social Media Specialist
CRED
Bengaluru
08.2021 - 07.2022
- Handling escalations of the users reaching out on various social media platforms like Twitter, Facebook, LinkedIn, etc.
- Escalating the issue to the concerned to get the issue resolved, ASAP.
- Providing the correct resolution to the user to provide a good experience to the user.
- Working on various internal tools.
Sr. Escalation Specialist
Flipkart
Bengaluru
09.2017 - 08.2021
- Handling customer escalations over calls, emails, and chats.
- Worked across different processes like Cardless Credit, Pay Later, Self Processes Serve, OTP, ACT, IJS, and FRM.
- Raising Genie and JIRA tickets to resolve various technical issues that consultants face while resolving customer issues.
- Daily, Weekly, and Monthly reporting.
Business Development Executive
Isolution India Pvt Ltd
Cuttack
03.2015 - 11.2015
- Responsible for Business Analysis activities like client interaction and facilitation, studying Business Requirement Documents, and preparing System Requirement Specification Documents with models and prototypes.
- Online Demo of the Existing Business Functionalities to the New Customers.
- Worked as a lead for the documentation of the Business Functions and Online Help Description.
Education
B.Tech - Electronics And Communications Engineering
Institute of Technical Education & Research
Bhubaneswar07-2013
Skills
- Customer Service
- Customer Relationship Building
- Business Development
- CRM Software
- Account Management
- Customer Relations
- Strategic communications
- Strategic Planning
Accomplishments
- Have won multiple dance competitions at various prestigious institutions like IIT KGP, NIT Rourkela, etc.
- Represented my district for Cricket at U-15 tournaments.
Certification
- ITIL Foundation 4
Languages
Odia
First Language
English
Advanced (C1)
C1
Hindi
Advanced (C1)
C1
Timeline
Customer Success Manager
Even Healthcare Pvt Ltd
10.2023 - Current
Sr. Executive - Customer Success
Onsurity Technologies Pvt Ltd
07.2022 - 04.2023
Sr. Social Media Specialist
CRED
08.2021 - 07.2022
Sr. Escalation Specialist
Flipkart
09.2017 - 08.2021
Business Development Executive
Isolution India Pvt Ltd
03.2015 - 11.2015
B.Tech - Electronics And Communications Engineering
Institute of Technical Education & Research
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