SAGAR JHA
Bengaluru
Summary
I am a dynamic professional with over 10 years of experience in Escalation Management, contact centers, and sales and social Media escalation. Currently heading the Social Media Complaint and Sales Support in Karnataka,. My expertise lies in maximizing productivity through detailed production schedules while ensuring optimized safety and efficiency. I am committed to continuous improvement in my professional endeavors
A committed student eager to leverage exceptional communication and interpersonal skills in a professional setting. Possesses experience in data entry and money handling. Capable of quickly memorizing product details and fostering strong customer relationships.
Overview
10
10
years of professional experience
Work History
Sales Associate Manager
Aeroprime
Bengaluru
12.2024 - Current
- Company Overview: A budget airline providing low-cost flights to various destinations
- Responsible for creasing revenue through B2B sales
- Managed sales team to achieve targets and enhance customer satisfaction.
- Managed escalated customer issues effectively and efficiently.
- Developed training materials for staff on escalation procedures and best practices.
- Developed and implemented social media strategies across multiple platforms.
Team Lead Escalation and Social Media
Air India Contact Center
Bengaluru
12.2023 - 12.2024
- Company Overview: A leading Indian airline providing domestic and international flight services
- Served as a point of contact between the BPO team and the client, addressing client concerns, and ensuring client satisfaction
- Improved overall company reputation by consistently delivering exceptional customer service during escalations
- Enhanced customer satisfaction scores through application of superior conflict resolution and problem-solving skills
- Developed and implemented social media strategies across multiple platforms.
- Prioritised and organized tasks to efficiently accomplish service goals.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Developed training materials for customer support team members.
- Led weekly team meetings to discuss challenges and share best practices.
- Established performance metrics for evaluating support staff effectiveness.
- Fostered relationships with key clients to enhance customer satisfaction initiatives.
Senior Escalation Supervisor
lastminute.com
Bengaluru
05.2023 - 10.2023
- Company Overview: Online travel agency providing travel services worldwide
- Implemented policies and procedures to improve office workflow and efficiency
- Partnered with sales and marketing to translate business goals into customer deliverables
- Assisted in the recruitment process by interviewing candidates for administrative positions
- Managed escalations with NPS, C-sat, and Quality Monitoring
- Online travel agency providing travel services worldwide
Supervisor Customer Service
Indigo Airlines (Interglobe Aviation Limited)
Bengaluru
11.2015 - 05.2023
- Company Overview: One of the major airlines in India, known for its low-cost and customer service
- Central Baggage Tracing Unit SPOC
- World Tracer Web Trained
- Ensured effective threat assessment and response capability
- Performed duties as per the Security Programme
- Monitored continuously the Quality System and the level of conformance
- Updated manuals and local procedures
- Ensured competent and qualified workforce were detailed for duty
- Verified invoices and managed personnel development
- One of the major airlines in India, known for its low-cost and customer service
Education
MBA -
SMU
LucknowBBA -
Graphic Era University
DehradunSkills
- Escalation Expert
- Resource Allocation
- Employee Evaluation
- Product Management
- Key Performance Indicators
- Client Service
- Social Media management
- Escalation management
- Team leadership
- Conflict resolution
- Process improvement
Websites
Languages
- English, Native
- Hindi, Native
Languages
English
Beginner
A1
Timeline
Sales Associate Manager
Aeroprime
12.2024 - Current
Team Lead Escalation and Social Media
Air India Contact Center
12.2023 - 12.2024
Senior Escalation Supervisor
lastminute.com
05.2023 - 10.2023
Supervisor Customer Service
Indigo Airlines (Interglobe Aviation Limited)
11.2015 - 05.2023
MBA -
SMU
BBA -
Graphic Era University