Trading and investing
Saikumar j
Senior Support Manager
Hyderabad
Summary
Dynamic Senior Support Manager at Zerodha Pvt Ltd with a proven track record in reducing customer complaints through proactive strategies. Expert in team leadership and quality assurance, I successfully enhanced service metrics and trained personnel, driving significant improvements in customer satisfaction and operational efficiency. Skilled in budget management and problem-solving.
Overview
11
11
years of professional experience
4
4
Languages
1
1
Certificate
Work History
Senior Support Manager
Zerodha Pvt Ltd
08.2021 - Current
- Managed specialist team to provide technical assistance and customer service.
- Coached employees through day-to-day work and complex problems.
- Reduced customer complaints by implementing proactive troubleshooting strategies and preventive measures.
- Collaborated with other teams to identify and resolve customer issues quickly and professionally.
- Monitored employee and customer interactions to assess quality of service.
- Created detailed reports on team performance, identifying areas of strength as well as opportunities for improvement.
- Managed daily operations to ensure smooth functioning of the support department.
- Conducted regular performance reviews, providing constructive feedback and guidance for professional development.
- Monitored customer service metrics and provided feedback to team members, upholding quality standards.
- Analyzed customer service data to identify trends, identify solutions and improve customer experience.
- Developed and implemented procedures for responding to customer inquiries and resolving technical issues.
- Coordinated with product development teams to relay customer feedback, influencing future product enhancements.
- Organized and led training sessions to keep team updated on new technologies and support protocols.
- Streamlined ticketing process to improve response times and customer feedback mechanisms.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
Senior Sales Manager
Zerodha Pvt Ltd
08.2017 - 08.2021
- Increased overall sales revenue by implementing effective sales strategies and building strong client relationships.
- Mentored junior sales professionals in advanced selling techniques, resulting in accelerated career progression and enhanced contributions to overall team success.
- Exceeded annual sales targets consistently by maintaining a proactive approach to lead generation and pipeline management.
- Developed a high-performing sales team through targeted recruitment, comprehensive training, and ongoing mentorship.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Managed revenue models, process flows, operations support, and customer engagement strategies.
- Implemented systems and procedures to increase sales.
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Prepared sales presentations for clients showing success and credibility of products.
- Improved sales performance with data-driven insights and market research analysis.
- Negotiated contracts with vendors, securing cost-effective partnerships while maintaining high-quality standards for deliverables.
- Led team meetings to share best practices, set targets, and motivate staff members towards achieving goals.
- Demonstrated effective communication skills when presenting sales pitches, addressing concerns, or negotiating deals with clients.
- Implemented effective sales training programs for team members, enhancing their skills in selling techniques, negotiation, and relationship building.
Sales Manager
Zerodha Pvt Ltd
06.2015 - 08.2017
- Increased sales revenue by developing and implementing effective sales strategies.
- Built long-lasting client relationships through excellent customer service and consistent followups.
- Led a successful sales team by providing motivational coaching and performance-based incentives.
- Managed key accounts with strategic planning and relationship building, resulting in increased customer loyalty and repeat business.
- Consistently met or exceeded quarterly sales targets through diligent effort and persistence in closing deals.
- Evaluated competitor offerings to adapt sales strategies and maintain competitive advantage.
- Streamlined sales processes for efficiency, adopting new CRM tools and technologies.
- Implemented systems and procedures to increase sales.
- Managed accounts to retain existing relationships and grow share of business.
General Manager
Ezeecloud
04.2014 - 04.2015
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
- Coached employees in successful selling methods and encouraged cross-selling to drive revenue.
- Applied established sales techniques and persuasive communication skills to meet personal sales objectives.
- Analyzed market trends to adjust sales forecasts accordingly, ensuring inventory levels met fluctuating demand patterns.
- Maintained extensive knowledge of company products and services.
- Attended industry events and conventions to expain sales opportunities.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Prepared sales presentations for clients showing success and credibility of products.
- Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.
Education
MBA - Marketing Management
National Inistitute of Business Excellence
Bengaluru 04.2001 -
Bachelor of Arts - Accounting And Finance
Krishnaveni Degree College
Narasaraopet 04.2001 -
Skills
Decisive Decision-making
Quality controls
Budget management
Problem-solving
Leading team meetings
Customer service expertise
Professional networking
Business process support
Training and mentoring
Team building
Quality assurance
Team leadership
Operations management
Sales strategy
Support services
MS office
Interests
Driving
Researching
Regularly following the latest Financial updates
Certification
Nism
Timeline
Senior Support Manager
Zerodha Pvt Ltd
08.2021 - Current
Senior Sales Manager
Zerodha Pvt Ltd
08.2017 - 08.2021
Sales Manager
Zerodha Pvt Ltd
06.2015 - 08.2017
General Manager
Ezeecloud
04.2014 - 04.2015
MBA - Marketing Management
National Inistitute of Business Excellence
04.2001 -
Bachelor of Arts - Accounting And Finance
Krishnaveni Degree College
04.2001 -