G-Suite
P Srinidhi
Sr. Customer Support & Success Lead
New Delhi
Summary
Enthusiastic Senior CXM with almost 8 years of customer service and order management experience. Insightful with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Overview
8
8
years of professional experience
7
7
years of post-secondary education
4
4
Languages
Work History
Sr. Customer Tech Support & CXM
Cloud Connect Communication Private Limited (SAAS, Cloud Communication)
Delhi, India
10.2021 - Current
- Maintained 95% customer satisfaction rating by resolving inquiries and complaints in timely and efficient manner.
- Identified and amended major process bottleneck that ultimately sped up customer request reaction time by over 50%.
- Resolved concerns with products and services to help with retention and drive sales.
- Engaged clients in person and over phone to answer questions and address complaints.
- Visited customer offices to handle on-site concerns and maximize account loyalty.
- Trained and directed new employees in call script use, conflict resolution and data entry practices to boost customer satisfaction ratings.
- Reduced average call time with optimal call control and proper use of internal knowledge bases.
- Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
- Responded to customer calls and emails to answer questions about products and services.
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Provided customer service using extensive knowledge of Product & Service.
- Learned products inside and out to give best possible demonstrations and answer consumer questions.
Sr. Customer Support & Experience Team Lead
Roam1 Telecom Private Limited (Internet, Travel, Telecom)
Delhi, India
10.2020 - 10.2021
- Developed and implemented customer service policies and procedures.
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Engaged in cross-selling and up-selling activities to enhance customers' experiences and generate revenue.
- Trained new customer service agents on policies and procedures to support favorable customer experiences.
- Maintained key performance indicators and acceptable performance levels to support assigned customer base.
- Monitored customer feedback to identify areas of improvement in customer experience.
- Cooperated closely with other departments to support achievement of customer experience outcomes.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
- Analyzed and reported on KPIs to validate and demonstrate success of marketing campaigns.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
Sr. Customer Service Executive
Jaypore.com (ABFRL) (Internet, Retail)
Delhi, India
05.2020 - 10.2020
- Evaluated interactions between associates and customers to assess personnel performance.
- Maintained customer account information database by canceling and updating customer accounts.
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Conducted surveys to determine customer opinion of products and services.
- Informed customers of sales promotions and services, warranties or terms of sale and refunds or exchanges.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
Senior Tech Support Specialist
Roam1 Telecom Private Limited (Internet, Telecom)
Delhi, India
06.2016 - 05.2020
- Checked status of orders and back-ordered products to coordinate efficient shipments.
- Helped manager manage team of 12 customer service representatives and trained them to resolve issues while constantly improving upon key performance metrics.
- Developed and implemented new methods to evaluate customer experience and process feedback, resulting in increase in positive feedbacks.
- Effectively supervised day-to-day front-end operations of busy customer service department.
- Trained, and mentored top customer service agents.
- Implemented ambitious customer satisfaction goals, and better-enabled customer service staff members to effectively meet them.
- Produced detailed and relevant reports for use in making business decisions.
- Conducted thorough reviews of operations to devise and deploy improvement strategies.
- Created and optimized records management strategies to coordinate and protect information.
- Worked flexible hours across night, weekend and holiday shifts.
- Identified issues, analyzed information and provided solutions to problems.
Education
MBA - Operations Management
Chandigarh University
Mohali, Punjab, India 2024 - Current
Bachelor's - B.Tech Electrical
Dr. BR Ambedkar University
Agra, Uttar Pradesh, India 2014 - 2017
Diploma - Electrical Engineering (DEL)
Dr. BR Ambedkar University
Agra, Uttar Pradesh, India 2011 - 2014
High School CBSE - Class X | SSC
Kendriya Vidyalaya-CBSE Board
Delhi 03.2010 - 04.2011
Skills
SLA Management
CRM Management
KPI Tracking
Teamwork and Collaboration
Product demonstrations
Persuasive communication
Campaign management
New hire on-boarding
Escalation Management
Report reviewing
Statistics expertise and data interpretation
Active listening
Regulatory Compliance
Quality Control
Data Evaluation
Customer Service Management
Employee Motivation
Accomplishments
- Reducing customer wait time by implementing efficient systems & technologies that enhance customer service operations.
- Received multiple commendations from customers & management for providing exceptional service and going above and beyond their expectations.
- Supervised team of 6 staff members.
- Maintaining a high customer satisfaction rating by resolving inquiries and complaints in a timely and efficient manner.
- Implemented a new customer service training program, resulting in a 30% improvement in employee performance.
- Resolved product issue through consumer testing.
- Awarded for being top performer.
Software
Fresh desk
Magneto
Various Calling Platforms
LeadSquare
Bitrix
Linux Distributions
Various Firewall deployments
Interests
Self Growth Podcast
Chess
Hiking
Reading Books
Weekend Motorcycle Trails & Rallies
Outdoor Sports
Timeline
MBA - Operations Management
Chandigarh University
2024 - Current
Sr. Customer Tech Support & CXM
Cloud Connect Communication Private Limited (SAAS, Cloud Communication)
10.2021 - Current
Sr. Customer Support & Experience Team Lead
Roam1 Telecom Private Limited (Internet, Travel, Telecom)
10.2020 - 10.2021
Sr. Customer Service Executive
Jaypore.com (ABFRL) (Internet, Retail)
05.2020 - 10.2020
Senior Tech Support Specialist
Roam1 Telecom Private Limited (Internet, Telecom)
06.2016 - 05.2020
Bachelor's - B.Tech Electrical
Dr. BR Ambedkar University
2014 - 2017
Diploma - Electrical Engineering (DEL)
Dr. BR Ambedkar University
2011 - 2014
High School CBSE - Class X | SSC
Kendriya Vidyalaya-CBSE Board
03.2010 - 04.2011