Kunal Saha
Dubai
Summary
Highly motivated and customer oriented professional with a strong background in customer service and sales. With 12+ years of experience, I possess a deep understanding of delivering exceptional customer experiences and building lasting relationships. Proficient in identifying customer needs, providing personalized solutions, and closing sales to achieve revenue targets. Skilled in effective communication, active listening, and conflict resolution, enabling me to handle diverse customer inquiries and concerns with empathy and professionalism. Adapt at upselling and cross-selling to maximize sales opportunities. As a driven team player, I collaborate seamlessly with colleagues to ensure a seamless and positive customer journey. Committed to continuous growth and learning, I consistently seek ways to enhance my skills and contribute to the success of the organization.
Overview
10
10
years of professional experience
Work History
Team Leader
Zofeur
12.2024 - Current
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Optimized resource allocation, ensuring projects were delivered within budget and scope.
- Empowered team members by dele gating responsibilities according to individual strengths and areas of expertise.
- Optimized workflows for increased productivity, resulting in better overall team performance.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Oversaw daily operations, monitoring team activities to ensure adherence to company policies and procedures.
- Conducted regular reviews of team performance metrics, identifying areas requiring improvement or development opportunities.
- Reduced customer complaints by implementing proactive measures to address common issues.
- Collaborated with other departments to develop streamlined processes for seamless customer interactions.
Customer Escalations Supervisor/Team Leader
Deliveroo
08.2021 - Current
- Handling the Escalations for Customers, Restaurants and In House Deliveroo Rider operations for the Middle East Market of Deliveroo UAE/Qatar/Kuwait.
- Identifying the reason for escalations, handling them on various channels like Calls, Chats, Emails & Social media platforms. Showing empathy and determination to resolve and de- escalate issues whilst providing clear resolutions promptly by correctly following the policies.
- Maintaining the high level of performance including AHT, CSAT Quality, and other given metrics by the organization.
- Being consistent in the Monthly performances by exceeding the given KPIs & receiving recognition, incentives by the organization.
- Provide support to outsourced team by being a Team Leader and monitoring their weekly, monthly performances & sharing feedback accordingly while Providing high quality support to Deliveroo's most valued customers.
- Working in a rotational shift pattern across 7 days a week, 24 hours a day including Public holidays.
- Performing additional tasks assigned by the Operation Manager to support Operational requirements.
Sales Executive
Stone House Telecom
02.2021 - 07.2021
- Cold calling the customers regarding DU Business & Personal Sim card & Broadband connections. Following up with the clients regarding their packages. Checking the documents of the clients before completing the sale.
- Meeting the sales target assigned by the organization.
- Assisting team members whenever required.
- Maintaining a bond with the clients after the sale is completed to ensure the best after sales experience.
- Being a Dynamic team player and ensuring that high-performing sales targets are met with a motive to drive revenue growth.
- Understanding B2B, B2C sales processes and a proven ability to identify and capitalize on the market opportunities.
- Ensuring exceptional communication and negotiation skills are provided to build strong client relationships and secure strategic partnerships.
- Adapting in leading the sales teams to achieve outstanding results through mentorship, motivation, and goal-oriented strategies.
- Passionate about delivering innovative solutions to meet customer needs and achieve sustainable business growth.
Senior Customer Service Executive
Tech Mahindra Business Services
04.2018 - 01.2021
- Maintaining calm pace over the call when the customer is irritated and ensuring that the customer gets pacified.
- Providing excellent customer service to the customers regarding their SIM packages handsets (working under Three Global services process).
- Upgrading & retaining the customers from their existing plans.
Customer Service Executive
First Source Solutions
01.2015 - 12.2017
- Selling TV, Broadband, Mobile packages on an Inbound call for Sky TV. Sky Broadband, Sy Mobile process). Helping the customers with their bill and technical queries, upselling the customers packages to achieve the weekly & monthly targets.
- Maintaining the AHT, ACW, NPS & Quality over the call to meet the assigned targets set by the organization.
- Delivering a compelling sales pitch to effectively communicate the benefits and features of the product or service being offered.
- Engaging customers in meaningful conversations to understand their needs and tailor the sales pitch accordingly.
- Gaining a thorough understanding of the products or services being sold to address customer queries accurately.
- Utilizing Customer Relationship Management (CRM) software to track customer interactions and record sales details.
- Providing regular sales reports to supervisors or management, highlighting achieved targets and sales performance.
- Following all company policies, procedures, and ethical guidelines while making sales calls.
- Participating in ongoing training and development programs to improve sales techniques and product knowledge.
Education
Bachelor of Arts -
University of Mumbai
Skills
- Customer Service
- Team Leadership
- Sales
- Performance Evaluation & Feedback
- Operations Planning & Optimization
- Effective Communication
- Microsoft Excel
- Google Sheets
- Microsoft Word
- Microsoft Power Point
Languages
English
Hindi
Marathi
French
Awards
- Top Performer of the Month, Deliveroo
- Best Performer of the Month, Tech Mahindra Business Services
- Best Sales Performer of the Month, Firstsource Solutions
Personal Information
- Date of Birth: 05/25/93
- Nationality: Indian
Timeline
Team Leader
Zofeur
12.2024 - Current
Customer Escalations Supervisor/Team Leader
Deliveroo
08.2021 - Current
Sales Executive
Stone House Telecom
02.2021 - 07.2021
Senior Customer Service Executive
Tech Mahindra Business Services
04.2018 - 01.2021
Customer Service Executive
First Source Solutions
01.2015 - 12.2017
Bachelor of Arts -
University of Mumbai
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