Hartek Saggu
Raipur
Summary
Knowledgeable Customer Support Agent with solid background in resolving customer inquiries and providing effective solutions. Proven track record in enhancing customer satisfaction and retention through efficient problem-solving. Demonstrated ability to communicate clearly and empathetically, ensuring positive customer experience.
Overview
9
9
years of professional experience
Work History
Customer Support Agent
Arise India
02.2023 - Current
- Handling Customer Inquiries: Customer support representatives were responsible for addressing inquiries from players.
- This can include answering questions about the game and issues faced during the game-play.
- Resolving Complaints: When players have complaints or concerns, it was the responsibility of customer support to listen to these issues, empathize with customers, and work towards resolving the problems to the customer’s satisfaction.
- Documentation: Keeping records of player interactions, complaints, and resolutions is often necessary for monitoring and improving customer service.
- Escalation: If an issue cannot be resolved at the initial level of customer support, it may need to be escalated to a higher-level support team or management via Slack for further assistance.
- Quality Assurance: Monitoring and improving the quality of customer service.
- This involves reviewing customer interactions, identifying areas for improvement, and providing ongoing training to junior support staff.
- Adhering to Company Policies: Customer support staff are familiar with and adhere to company policies and procedures, including those related to customer interactions, data privacy, and security.
Customer Support Associate
Ttec India Pvt. Ltd. – Customer Solutions
07.2021 - 02.2023
- Respond to customer queries over chat.
- Maintain average handling time while solving a case.
- Keep checking performance parameters and maintain them.
- Keep customer satisfaction ratio up to the mark.
- Making sure to provide immediate and accurate resolution while handling a case.
- Problem solving, handling unusual circumstances, maintaining excellent customer relationships.
- Resolved over 2000 customer inquiries monthly via chat, achieving a 95% customer satisfaction rate and consistently maintaining an average handling time below the industry benchmark.
Business Development Associate
Think and Learn Pvt. Ltd. – BYJU’S
02.2020 - 04.2020
- 120-150 outbound calls with a minimum of 40 connects and 150 minutes of total call duration.
- Conversion of leads received through various marketing channels Preparing short- term and long- term sales plan towards reaching the assigned goals.
- Planned marketing initiatives and leveraged referral network to promote business development.
- Worked under the K-12 segment and was responsible for leads conversion received through various marketing campaigns.
- Conducted Zoom Meeting sessions every day to help the customer understand the product in a better manner.
- Managed end to end sales, sale, Loan/finance, order tracking, and delivery of a product.
- Drove a 20% increase in sales by strategically analyzing market trends and leveraging CRM tools to identify and engage with new lead opportunities, effectively tailoring solutions to client needs.
Sales Associate
BMW Motorrad
01.2019 - 02.2020
- Following all departmental guidelines for personal and professional conduct.
- Maintaining a good working knowledge of system functionality and enhancements.
- Keeping current on new products, selling techniques, and system enhancements.
- Test drive and explaining F.A.B.
- Of a vehicle (features, advantages benefits) to the customer.
- Attending the sales meetings regularly with the "higher ups" and top executives.
- Learning the in-outs of prospecting potential clients, attracting new clients and signing clients.
- Converting the prospective leads into buying customers, generating maximum revenue for the company by identifying the needs of the clients.
- Assisting the clients professionally in selecting a vehicle.
- Qualifying and attracting the new buyers into the dealership.
- Applying the strategic use of marketing and promotions.
- Knowledge of credit applications, privacy disclosure forms, car appraisals, and extensive information of the features/functions of a vehicle as well.
- Achieved a 25% increase in monthly sales by leveraging targeted marketing strategies and personalized customer engagement techniques to effectively match clients with their ideal BMW Motorrad models.
Process Executive
PATRA India BPO Services
08.2016 - 09.2018
- Proactively engage contacts to ensure sufficient service consumption levels within the current members and deliver high quality client service experiences.
- I was into back end support for a US based commercial insurance company doing customer documentation of customers using of software called “Sagitta” and “Citrix”
- I was pleased by communicating with the US clients to understand the actual requirements.
- It was a whole new experience also I love the fact that I was part of a team that markets reliable, high- quality service and has a global client base.
- As a result, mine was a US based client and they have three branches in India.
- Streamlined insurance documentation processes using Sagitta and Citrix software, achieving a 25% improvement in data accuracy and efficiency, while coordinating with US clients to align with standard operating procedures and ensuring seamless backend support operations.
Education
Bachelors in Business Management - Human Resource
MATS University
Raipur07.2016
12th - Commerce
Open School
Raipur04.2013
10th - undefined
Holy Cross Kapa
Raipur04.2011
Skills
Fast Learner
Websites
Additional Information
I have a keen interest in the markets and trends. I do technical analysis, swing and positional trading. I am studying Prompt Engineering and Gen AI tools as an addition to be very much aware of the technological trends and innovation.
Coursework
Prompt Engineering and Generative Ai, Online at Be10x, 2025
Gaming, Music, Working out in the gym.
I tactical 5v5 shooting game which involves lot of precision and strategic thought process to win. I play drums as well but still a beginner. Working out has always been constant in my life. It has now been a decade or even more.
Timeline
Customer Support Agent
Arise India
02.2023 - Current
Customer Support Associate
Ttec India Pvt. Ltd. – Customer Solutions
07.2021 - 02.2023
Business Development Associate
Think and Learn Pvt. Ltd. – BYJU’S
02.2020 - 04.2020
Sales Associate
BMW Motorrad
01.2019 - 02.2020
Process Executive
PATRA India BPO Services
08.2016 - 09.2018
12th - Commerce
Open School
10th - undefined
Holy Cross Kapa
Bachelors in Business Management - Human Resource
MATS University