Summary
Overview
Work History
Education
Skills
Interests
Certification
Timeline
Generic

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

Interests

Trading and investing

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 -

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Saikumar jSenior Support Manager