Ayush Saini
Gurugram
Summary
Results-driven leader with expertise in performance monitoring, work delegation, and team motivation. Skilled in managing daily operations and enhancing team communication. Committed to identifying organizational needs and implementing innovative solutions.
Overview
8
8
years of professional experience
Work History
Team Lead - Customer Success
SalaryBox
Gurugram
10.2024 - 12.2025
- Maintained consistently high CSAT scores, which contributed to boosting Google rating from 4.0 to 4.7 and Play Store rating from 3.5 to 4.1 in under 6 months, strengthening brand perception.
- Streamlined the upsell process in alignment with customer support requirements, consistently achieving monthly revenue targets.
- Led data analysis to uncover trends in customer issues and team performance, informing strategic improvements.
- Created daily and weekly insights reports to highlight top customer concerns and support trends, enabling proactive issue resolution.
- Implemented AI-based solutions to automate tagging, feedback analysis, and support flow improvements.
- Designed and monitored quality reports, team KPIs, maintained overall SLA and customer satisfaction metrics (CSAT).
- Conducted weekly reviews and coaching sessions to maintain process compliance and team performance.
- Devised and implemented processes and procedures to streamline operations.
- Analyzed operation data to pinpoint process inefficiencies and streamline repetitive tasks using Microsoft Excel and Google Sheets, enhancing workflow efficiency.
- Hands-on experience with Zoho Desk, Exotel, and internal tools to manage omnichannel support (email, call, and chat).
Team Leader - Sales & Operations
Ferns N Petals Pvt. Ltd.
Gurugram
04.2023 - 09.2024
- Achieved ₹50 Lakh in sales through outbound cold calling with a team of 25 in a single month.
- Led team of 25+ agents in outbound sales process, achieving high customer retention rates.
- Trained and coached sales team members on best practices for customer service and sales techniques.
- Managed performance metrics, reporting, and team training focused on CSAT/NPS audit results.
- Monitored daily sales performance and provided individual feedback to team members.
- Developed and implemented incentive programs that boosted sales and enhanced customer loyalty.
- Led 30+ agents across voice, email, and outbound support in a 24x7 environment.
- Oversaw vendor support operations, including order allocation, handling complaint escalations, and partner price management.
Subject Matter Expert
Ferns N Petals Pvt. Ltd.
Gurugram
04.2022 - 04.2023
- Enhanced sales conversion rate from 5% to 20% in a cold calling process through strategic planning, team coaching, and script optimization.
- Monitored quality parameters and established feedback loops, enhancing team performance and delivery standards.
- Evaluated staff performance and provided targeted coaching to address gaps and inefficiencies.
- Maintained and optimized database systems for tracking, analyzing, and reporting operational data, supporting informed decision-making.
- Collected, arranged, and input data into centralized database systems to ensure accurate reporting and insights generation.
- Cultivated vendor relationships to ensure timely, cost-effective supply of services and materials, ensuring operational continuity.
Senior Executive - Customer Support
Ferns N Petals Pvt. Ltd.
Gurgaon
06.2021 - 03.2022
- Delivered high-satisfaction support to global customers across US, UK, UAE, enhancing overall customer experience.
- Cultivated strong relationships with key POCs from major corporate clients, providing personalized support to facilitate timely procurement of employee gifting products.
- Resolved critical complaints while coaching new teammates on SOP compliance, ensuring consistent service quality.
- Received RNR (Rewards & Recognition) as the top performer in the Inside Sales team for three consecutive months.
- Provided e-commerce support by managing inbound calls for six months.
Senior Executive - Sales & Support
TradeIndia.com
New Delhi
06.2018 - 06.2021
- Managed customer accounts and tracked service histories to ensure accurate issue resolutions.
- Built rapport through professional communication and resolved service issues effectively.
- Assisted customers with product-related inquiries and addressed feedback and complaints effectively.
- Developed and implemented marketing strategies to increase brand visibility.
- Collaborated with cross-functional teams to streamline project workflows.
- Managed client relationships and addressed their concerns effectively.
- Provided training and mentorship to junior staff to develop skills.
Education
Diploma - Computer Science & Engineering
Govt. Polytechnic at Dehradun
Dehradun01.2018
Intermediate -
Udaishwar Public School at Haridwar
Haridwar01.2015
Skills
- Customer retention strategies
- Outbound Sales Management
- Vendor management
- Escalation resolution
- Standard operating procedures
- Quality assurance monitoring
- CSAT and NPS audits
- Team leadership and development
- AI-driven support automation
- Data analysis and reporting
- Process design and optimization
- Operational enhancements
- Omnichannel customer support
- Work delegation strategies
- Performance evaluation
- Employee coaching and mentoring
- Key performance indicators management
Hobbies and Interests
- Workout
- Table Tennis
Timeline
Team Lead - Customer Success
SalaryBox
10.2024 - 12.2025
Team Leader - Sales & Operations
Ferns N Petals Pvt. Ltd.
04.2023 - 09.2024
Subject Matter Expert
Ferns N Petals Pvt. Ltd.
04.2022 - 04.2023
Senior Executive - Customer Support
Ferns N Petals Pvt. Ltd.
06.2021 - 03.2022
Senior Executive - Sales & Support
TradeIndia.com
06.2018 - 06.2021
Diploma - Computer Science & Engineering
Govt. Polytechnic at Dehradun
Intermediate -
Udaishwar Public School at Haridwar