Sankalp Puri
Customer Experience
Gurugram
Summary
With over 10 years of experience in the customer service industry spanning leading BPO, E-commerce sectors, and the Edtech industry, I bring a wealth of knowledge and expertise. Throughout my career, I have gained a thorough understanding of the service delivery sector and consistently achieved outstanding customer satisfaction and NPS results. My strong team leadership, motivational, and coaching skills enable me to drive performance goals, ensuring efficiency levels, sales targets, and quality assurance standards are met. Additionally, I have honed my leadership and project management skills in a collaborative and fast-paced environment, successfully analyzing data and implementing process improvements. Now, I seek to transition into a new field where I can leverage my transferable skills to drive successful outcomes.
Overview
14
14
years of professional experience
Work History
Associate Manager - Customer Experience
ApplyBoard
Gurugram
08.2022 - Current
- Company Overview: ApplyBoard is a Canadian Educational technology company
- Business unit owner of top 3 volume driven Ontario region universities for entire South Asia
- Responsible for the complete application journey of 20,000+ applications in a calendar year
- Achieved enrollment based conversions
- In-Depth knowledge of top programs, intakes, application requirements, regional market performances
- Building strong and effective relationships with both the customers (schools & partners)
- Liaisons with product and sales team on tech driven results
- Collaboration with CXO leadership on exclusive projects
- Strategic initiatives with partner relations and sales team
- ApplyBoard is a Canadian Educational technology company
Team Leader - Customer Experience
ApplyBoard
Gurugram
07.2021 - 07.2022
- Managing a team of 12-15 direct reportees overlooking the application journey once the decision is made from respective schools/colleges
- Driving performance by visibility and understanding of performance management in alignment with the organisations SLA's
- Taking ownership and accountability of assigned schools in liaison with colleagues from other departments and Headquarters
- Introduced new incentive structures and quality monitoring plans
- Reviewing daily/weekly/monthly performances with the team and presenting the same to senior leadership
Team Leader Customer Support - Email Support & Centralized Ticket Team
Lenskart
Faridabad
02.2016 - 03.2021
- Company Overview: Lenskart is an Indian multinational optical prescription eyewear chain with presence in online and offline
- Leading the customer service team for email support campaign and ensuring high levels of service excellence at all times
- Remarkable contribution in the company's overall revenue by driving upselling within the team
- Analyzing departmental concerns and headlining meetings with process leaders and CXO level personnel
- Implemented changes at the process level: Warranty/ Replacement Policy, Agent empowerment in handling difficult and critical cases
- Increased the resolution percentage of tickets/queries escalated by Customer Support within 24- 48 hours from 35% to 85%
- Lenskart is an Indian multinational optical prescription eyewear chain with presence in online and offline
Sr. Customer Resolution Specialist
Snapdeal.com (Jasper Infotech)
02.2015 - 02.2016
- Company Overview: Snapdeal is an Indian e-commerce company
- Outbound calls made to dissatisfied customers to identify major customer concerns and process gaps
- Providing on job training support to new inclusions in the team
- Monitoring RTA and Quality of the team at a supervisory role
- Snapdeal is an Indian e-commerce company
Sr. Customer Care Executive
Vcare - Call Centers India
03.2012 - 07.2014
- Worked as a Sr
- CCE for Canadian medical records retrieval company (Keyfacts)
- Coordinating between insurance providers and health records offices (Hospitals/Private Doctors)
- Generating sales with new leads
Customer Care Officer - Microsoft
Convergys India Services Ltd
02.2011 - 03.2012
- Worked for an EQS process (Windows Live ID)
- Maintained highest closure of cases with excellent quality
Education
Bachelor of Commerce - Commerce
DLF Public School
Ghaziabad, India 04.2001 -
Skills
- Team Leadership
- Professional Development
- Customer Engagement
- Strategic Problem Analysis
- Tech-Savvy Professional
- Effective Communication
- Business Strategy Formulation
Timeline
Associate Manager - Customer Experience
ApplyBoard
08.2022 - Current
Team Leader - Customer Experience
ApplyBoard
07.2021 - 07.2022
Team Leader Customer Support - Email Support & Centralized Ticket Team
Lenskart
02.2016 - 03.2021
Sr. Customer Resolution Specialist
Snapdeal.com (Jasper Infotech)
02.2015 - 02.2016
Sr. Customer Care Executive
Vcare - Call Centers India
03.2012 - 07.2014
Customer Care Officer - Microsoft
Convergys India Services Ltd
02.2011 - 03.2012
Bachelor of Commerce - Commerce
DLF Public School
04.2001 -
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