Hruthvij Chavan

Sutherland Global PVT LTD

Navi Mumbai

01.2024 - Current

Trained new team members on escalation protocols and customer service best practices.
Utilized CRM systems to track escalations and ensure timely follow-up actions.
Participated in regular meetings with management team members to discuss best practices in resolving escalations quickly and efficiently.
Investigated customer complaints and identified root cause of the issue.
Monitored ongoing escalations for resolution progress.
Worked closely with other teams to identify trends in escalated cases.
Provided weekly updates on open escalations status, successes, challenges, or opportunities for improvement.
Analyzed recurring customer issues and contact trends to identify systemic problems, and suggest actionable improvements.
Collaborated cross-functionally with technical teams and management to escalate and resolve high-impact cases efficiently.
Provided insights that contributed to long-term process and product enhancements, improving customer satisfaction and reducing support load.
Monitored issue patterns and user feedback to proactively surface gaps, and help guide decision-making.