SAGAR DEY
Bangalore
Summary
Dynamic Customer Service Manager with a proven track record at Indkal Technologies Pvt Ltd, leveraging data analysis and quality assurance to enhance customer satisfaction. Spearheaded training initiatives that boosted team efficiency and implemented CRM systems, driving significant improvements in service delivery and fostering strong customer relationships.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Manager
Indkal Technologies Pvt Ltd
Bengaluru
01.2024 - 11.2024
- Analyzed call center data to identify trends in customer issues and recommend solutions accordingly.
- Performed quality assurance checks on calls handled by agents in order to maintain high levels of accuracy in responses provided by agents.
- Liaised with other departments such as marketing, sales, IT to ensure smooth functioning of all activities related to customer service operations.
- Conducted regular training sessions for staff on new products, services, and customer service techniques.
- Created reports on customer feedback, complaints, and suggestions for management review.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Developed and implemented strategies for providing excellent customer service experience.
- Maintained up-to-date knowledge of company products, services, pricing structures, promotions.
Team Leader Customer Support
Arzooo
Bangalore
10.2022 - 12.2023
- Working here
- Working with multiple verticals, like B2B and B2C customer support
- Orchestrated a team of 20 specialized B2B customer support representatives
- Spearheaded the development and delivery of tailored training programs focused on product knowledge, account management, and effective communication, enhancing team efficiency by 20%
- Collaborated closely with sales and account management teams to ensure seamless buyer experiences, leading to a 15% increase in customer retention and upsell opportunities
- Analyzed B2B customer feedback and market trends to propose product enhancements, contributing significantly to product development roadmaps and improving overall customer satisfaction
- Established and maintained a robust escalation process, resolving critical issues promptly and earning commendations for maintaining high client satisfaction during challenging situations
- Initiated the establishment of a dedicated consumer durable customer support team from inception, hiring and training 10 team members, setting performance standards, and defining key processes and protocols
- Developed and managed daily activity reports, providing insights on team performance metrics, customer satisfaction scores, and areas for improvement, fostering a proactive approach to customer support
- Spearheaded outbound call campaigns to gather customer feedback, leading to actionable insights that guided product development and service enhancement initiatives, resulting in a 20% decrease in product return rates
- Identified, evaluated, and integrated essential tools and software (e.g., CRM systems and ticketing platforms) to optimize workflows, reduce resolution times by 30%, and enhance the overall customer experience
- Worked closely with the team, providing mentorship, ongoing training, and performance evaluations, resulting in a cohesive and high-performing customer support unit that achieved a 90% customer query resolution rate within 24 hours.
Team Leader
Operation Pharmeasy Pvt ltd, Medlife Int Pvt Ltd
08.2016 - 08.2021
- Provided frontline support, handling customer inquiries, and resolving issues promptly
- Maintained detailed records of customer interactions and feedback to inform process improvements
- Collaborated with team members to streamline support processes, resulting in a 15% increase in efficiency
- Managed escalated customer queries, resolved complex issues, and ensured customer retention
- Analyzed customer feedback to identify trends and recommend improvements to product and service offerings
- I served as a liaison between customers and product development teams, advocating for customer needs
- Mentored junior team members, facilitating their professional development and growth within the organization
- Assisted the manager with the daily operation of the call center, including the development, analysis, and implementation of staffing, training, telemarketing, scheduling, and reward and recognition programs
- Maintaining positive customer relations
- Motivating the sales staff and creating an atmosphere of healthy competition among the staff
- Provided daily direction and communication to employees so that customer service calls were answered in a timely, efficient, and knowledgeable manner.
Education
Bachelor of Business -
Lal Bahadur Shastri College, Bangalore University
Bangalore01.2017
Pre-University -
Maa Sharda Pre-University College
Bangalore01.2013
Secondary School Certificate -
Swami Vivekananda Hindi High School
Raichur, Karnataka01.2011
Skills
- Data analysis
- Quality assurance
- CRM systems
- Report creation
- Product knowledge
- Customer relationship management
Accomplishments
- Pursuing: Lean Six Sigma (Green Belt)
- F&B Services; IHM
- MS Office using AI Workshop
- ACHIEVEMENTS
- Aug’2022: Sprit of Arzooo; Award Arzooo
- Jun’2021: Value Champion; Award Pharmeasy
- Increased Private Label Product’s sales by 25% by establishing goals, overseeingperformance and customer categorization
- Discovered areas of improvement bygenerating FTD, WTD & MTD operational and sales reports
- Developed and rolled out new policiesdesigned to bolster productivity and reduce overall LOB costs
- Distinction of setting up new processwith effect to changes.
Certification
Customer Service Employee Relations Human Resources Hiring Inventory Management Office Management Public Speaking Training Team Building Vital Signs
Timeline
Customer Service Manager
Indkal Technologies Pvt Ltd
01.2024 - 11.2024
Team Leader Customer Support
Arzooo
10.2022 - 12.2023
Team Leader
Operation Pharmeasy Pvt ltd, Medlife Int Pvt Ltd
08.2016 - 08.2021
Bachelor of Business -
Lal Bahadur Shastri College, Bangalore University
Pre-University -
Maa Sharda Pre-University College
Secondary School Certificate -
Swami Vivekananda Hindi High School
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