Raj Singh
Bangalore
Summary
Driven Customer support & Retention with experience as primary point of escalation for high-level client questions, needs, wants and complaints. Passionate about delivering superior interactions with customers by hearing issues, requirements and requests to provide first-class customized solutions. Dedicated to identifying trends by analyzing customer records, purchases, inquiries and complaints to develop rapid solutions.
Overview
14
14
years of professional experience
Work History
Head of Customer Support
Valeo health
Dubai
09.2023 - Current
- Conducted regular quality assurance checks on all incoming inquiries to ensure accuracy of responses provided by Customer Support Representatives.
- Managed a team of 23+ Customer Support Representatives, providing guidance, coaching, and feedback.
- Ensured compliance with relevant regulations governing the provision of services within the industry.
- Organized monthly meetings with stakeholders to review progress made in terms of customer service goals.
- Implemented innovative solutions to streamline customer support processes and reduce costs.
- Worked closely with product development teams to address user needs and improve overall product experience.
- Created reports on the performance of the Customer Support team, including KPIs such as response time, first contact resolution rate.
- Reviewed customer feedback to identify areas of improvement in customer support operations.
- Developed and maintained customer service policies and procedures.
Senior Manager - Customer Support & Retention
Mojocare
Bangalore
12.2022 - Current
- Account Management: Managed all account of Customers and raised retention to 40% Quarterly
- Team Management: Oversaw a team of 14 customer support representatives, providing leadership, guidance, and performance feedback to drive exceptional service delivery
- Developed and implemented customer service strategies, policies, and procedures to enhance the overall customer experience and meet or exceed service level agreements
- Collaborated with cross-functional teams to identify customer pain points and implement process improvements, resulting in a 27% increase in customer satisfaction ratings
- Conducted regular training sessions to enhance the technical and soft skills of the customer support team, ensuring a high level of knowledge
Operation & Customer Support Manager
Newton School
Bangalore
09.2021 - 12.2022
- Improved Customer Satisfaction: I improved customer interaction processes by implementing roster-timings for the agents
- This helped reducing the customer escalation resolution timing from 2 days to 6 hours & the first response time from 10 hours to 3 minutes
- The customer satisfaction rate got increased from 57% to 90%
- Improved Net Promoter Score (NPS): I started the chat support system and created calling communication channel for the students
- This improved NPS from 17% to 36% average with the peak of 41% and reduced the student attrition rate from 63% to 39%
- Provided Support to the Product Team: I analyzed the student issues in the on-boarding phase from the feedback data and provided ideas to the product team for resolving them
- The on-boarding feedback rating by the students has improved from 6 to an average of 8.5.
- Developed systems and procedures to improve operational quality and team efficiency
Customer Support Manager
Toppr Technologies Pvt Ltd
Mumbai
04.2019 - 08.2021
- Developed CRM Tool Tracking: I exceeded team's annual goal of keeping client response rates above agreed SLAs (90%).Coordinated with the Sales and Product Departments in providing report analysis of trends in customer behavior and user experience every three months
- Developed CRM tools tracking and reporting sales operations activities
- Developed Marketing Processes: I developed the email based marketing process by introducing new software system
- I hired and trained 43 customer success specialists
- Team & Budget Management: I led and drove daily scrum meetings on multiple projects
- Each project was assigned a specific budget and all projects were efficiently finished in the specified budget, timeline and scope.
- Liaised with marketing team to define customer outreach strategy to optimize customer engagement
Program Manager (Support & Retention)
Extra Marks Application Pvt. Ltd
10.2016 - 04.2019
- Processes & Administration Management: I partnered with senior managers and associate engagement champion on different strategies to engage associates and increase overall satisfaction
- I administered various employee relations issues: 360 feedback, associate development, and progressive discipline
- I also facilitated all corporate compliance and regulatory training initiatives.
Operation & Training Manager
Sri Aurobindo Society
08.2013 - 07.2016
- State Head: I worked as state head in Jharkhand & Goa State
- I had to do liaisoning with government officers in education department like State Project Director, Chief Secretary, IAS Officers, District Officers
- Worked directly with management, operations, discuss strategy to mitigate grass-root level issues
- Produced ad-hoc reports and documents for senior team members on weekly basis
- I answered average of 90-100 calls, 30-40 emails per day, addressing customer inquiries, solving problems and providing new product information.
Training Manager
Hindware Sanitary Ware & Industries Ltd
Ranchi
09.2010 - 05.2013
- Team Management: I managed the channel and marketing coverage by working closely with the Sales & Marketing team
- I designed and curated training material for supporting and mentoring other teammates.
Education
Bachelors - Computer Applications
Sikkim Manipal University - Gangtok
Skills
- Software
- MS Office Suite
- Salesforce
- Leadsquare
- Yellowai
- Freshdesk
- C
- C
- SQL
- Customer support
- Quality Control
- Cost-reduction strategies
- Complaint Handling
- Complaint resolution
- KPI Tracking
- Data Analysis
Additional Information
Proactive and Reactive Resolution refer to two different approaches in handling issues, problems, or challenges, commonly used for conflict management and problem solving in general.
Timeline
Head of Customer Support
Valeo health
09.2023 - Current
Senior Manager - Customer Support & Retention
Mojocare
12.2022 - Current
Operation & Customer Support Manager
Newton School
09.2021 - 12.2022
Customer Support Manager
Toppr Technologies Pvt Ltd
04.2019 - 08.2021
Program Manager (Support & Retention)
Extra Marks Application Pvt. Ltd
10.2016 - 04.2019
Operation & Training Manager
Sri Aurobindo Society
08.2013 - 07.2016
Training Manager
Hindware Sanitary Ware & Industries Ltd
09.2010 - 05.2013
Bachelors - Computer Applications
Sikkim Manipal University - Gangtok
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