SAGAR KUMAR SINGH
Customer Experience
Dehradun
Summary
Results-driven candidate with a successful track record of providing administrative support in busy office environments. Adept at handling multiple projects and prioritizing tasks. Enhances customer experiences by employing service-oriented behavior, understanding customer desires and providing customized solutions to build loyalty.
Overview
5
5
years of professional experience
3
3
Languages
Work History
Sr. ASSOCIATE (Customer Service)
MEBIGO LABS PVT. LTD. (KUKUFM)
08.2023 - Current
- Developed and updated databases to handle customer data.
- Handles social media escalations.
- Managed and trained chat-bot for customer support, achieving 97% reduction in agent workload. Trained new Customer Relations Associates in company policies, procedures, and best practices.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Contributed to departmental goals by consistently meeting or exceeding performance metrics for quality assurance scores, call handle times, and issue resolutions.
- Coordinated with other departments to ensure seamless service delivery across all touchpoints in customer journey.
- Developed and implemented strategies to increase customer satisfaction and engagement.
ASSOCIATE (Customer Service)
Mebigo Labs Pvt Ltd (KukuFm)
06.2022 - 08.2023
- Analyzed customer feedback to pinpoint areas for
enhancement in support services. - Offered technical help for resolving product issues.
Handled inquiries from customers through phone, email,
and chat and social media. - Consistently achieved a quality score of 90% or higher throughout my tenure.
- Kept precise records of customer communications.
Conducted troubleshooting for technical issues. - Managed customer profiles utilizing CRM software.
- Created reports to monitor customer satisfaction.
- Suggested process improvement ideas to the team.
- Monitored social media for customer feedback.
Assisted customers during high-traffic times. - Tracked key performance indicators like response and
resolution times. - Devised strategies to elevate the customer service
experience. - Engaged in collaborative meetings with various
departments.
Sr. BUSINESS DEVELOPMENT EXECUTIVE
BYJU'S THINK AND LEARN PVT. LTD.
12.2021 - 06.2022
- Handled a team of 12 individuals.
- Identifying system and workflow improvements to enhance the team's efficiency
- Increased client base by identifying and pursuing new business opportunities through market research and networking.
- Set and achieved company-defined sales goals.
- Implemented sales training programs for new business development team members, increasing overall effectiveness in securing new clients.
- Assisted the marketing department in creating targeted campaigns that effectively communicated the value proposition of our products/services to potential customers.
Sr. EXECUTIVE (CUSTOMER SUPPORT)
ISON BPO PVT. LTD.
06.2020 - 03.2021
- Worked for food panda and zomato, handled customer's complaints and queries
- Inbound hybrid process (Chat and emails) for complaints and queries for food tech companies.
- Maintained a quality score of 85% of above.
- Audited team performance and compliance with quality standards.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Explored new tools and technologies that enhanced the capabilities of the team members while enabling seamless collaboration across departments.
OPERATIONS ASSOCIATE
HEALTH CAPTAIN NGO
05.2019 - 06.2020
- ORGANISING CAMPS AND EVENTS FOR THE NGO
- Monitoring and analysing the effective working of the organisation
- Analysing statistics and reading and writing reports
- Organising camps and events
- Overseeing provisions of services.
- Managed budgets effectively, consistently delivering projects on time and within financial constraints
- Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times
- Facilitated smooth collaboration between departments through clear communication channels
Education
BACHELORS IN TOURISM AND BUSINESS MANAGEMENT -
I.G.N.O.U
New Delhi 01.2016 - 2019.04
INTERMEDIATE IN P.C.B. -
D.A.V PUBLIC SCHOOL, C.B.S.E
Uttarakhand 01.2013 - 2015.04
Skills
Issue Resolution
undefinedTimeline
Sr. ASSOCIATE (Customer Service)
MEBIGO LABS PVT. LTD. (KUKUFM)
08.2023 - Current
ASSOCIATE (Customer Service)
Mebigo Labs Pvt Ltd (KukuFm)
06.2022 - 08.2023
Sr. BUSINESS DEVELOPMENT EXECUTIVE
BYJU'S THINK AND LEARN PVT. LTD.
12.2021 - 06.2022
Sr. EXECUTIVE (CUSTOMER SUPPORT)
ISON BPO PVT. LTD.
06.2020 - 03.2021
OPERATIONS ASSOCIATE
HEALTH CAPTAIN NGO
05.2019 - 06.2020
BACHELORS IN TOURISM AND BUSINESS MANAGEMENT -
I.G.N.O.U
01.2016 - 2019.04
INTERMEDIATE IN P.C.B. -
D.A.V PUBLIC SCHOOL, C.B.S.E
01.2013 - 2015.04
Personal Information
- Date of Birth: 12/28/1996
- Nationality: INDIAN
- Marital Status: SINGLE
Disclaimer
I hereby declare that above given information are true to the best of my knowledge and belief.
Awards
- Topper- 5th National Cyber Olympiad.
- Topper- 10th National Science Olympiad.
- Topper- 17th National Science Olympiad.
- Amar ujala uwaan, State topper in national level quiz competition by Amar Ujala.
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