Ishan Majumdar

• Highly experienced and dedicated as Senior associate operations with Start-up B2B business
• Four years of Admin experience in SaaS products, worked with cross-function internal and external team to complete projects within deadlines
• Worked on technical integration of Operational CRM and Sales software
• SPOC for CRM software like Freshdesk, TCS iON CRM, Zoho, Interakt, Lead Square, Knowlarity, Ariba
• Experience in using Software like Trello, HubSpot, Lead Square
• Mentor and trained stakeholders to leverage maximum of SAAS solutions
• Designed and developed customer feedback survey program which generate and aggregate of 5000+ responses over 3 months, driving customer satisfaction scores to ensure all-time high of 92%
• Develop reports and presentations to communicate research findings of CRM tools to stakeholders
• Process all contract agreements for Operational CRMs and maintain accurate records ongoing basis, following up on renewal
• Helped achieving high level of customer engagement through WhatsApp campaigns and email marketing
• Develop and maintain relationships with research vendors and ensure compliance with financial policies and procedure of company
• Provide strategic recommendations to improve customer experience and increase sales
• Closely worked with WFM team to distribute load across team members
• Suggested Process changes to make AHT efficient and excel customer satisfaction score
• Worked with Customer engagement team to streamline incoming customer VOC
• Mentor and trained stakeholders to leverage maximum of SAAS solutions
• Outbound inside sales and lead generation
• Conducting maintenance program, risk mitigation plan and UAT for different departments to ensure tools are leveraged for correct business purpose
• Experience in Sales, cross-selling of TCS iON Software (HRMS and Payroll, GST, E-Invoicing and E-Way bill, Customer Relationship Management, ERP Software, Document Management System, Finance and Accounting)

Projects:

• Supervised integration between Freshdesk with TCS iON CRM
• Process changes on Finance team to improve customer satisfaction and increase in sales
• Leveraged Freshdesk automation tools to real time close spam emails without agent’s intervention
• Lead WhatsApp campaign for Marketing team to increase in Sales

• Experienced Senior Customer service advisor for 2 years handling domestic and international customer’s queries via chat, email, and calls
• Maintained High Customer satisfaction standards to meet or exceed targets
• Pleasantly Greeted customers and asked open-ended questions to better determine needs
• Suggested add-on Services that would be helpful to customers and improve bottom line
• Documented problems and corrective actions to maintain records
• Assisted with training and development of team members
• Managed customer account, promoted repeat business and improved sales
• Evaluated account and service histories to identify trends, using data to mitigate future issues
• Answered customer telephone calls promptly to avoid on-hold wait times
• Proactively makes recommendations on how to enhance customer satisfaction, and improve operational effectiveness and efficiency
• Exceeded quantitative metrics on customer satisfaction, customer retention
• Proficient in Salesforce, Freshdesk, Ariba
• Worked in 24/7 Shift with rotational Weekly Off.
• Enhanced customer satisfaction by promptly addressing and resolving complex issues.
• Contributed valuable insights during strategy meetings focused on refining overall organizational approach toward delivering superior customer experiences.
• Managed escalated cases with diplomacy, maintaining professionalism at all times.
• Collaborated with cross-functional teams to optimize customer support strategies.