Sameer Masurkar
Bengaluru
Summary
Customer Experience professional with 8+ years of experience across customer service, complaints management, and
operational support, including 4+ years in people leadership. Experienced in leading high performing teams, managing
complex customer complaints, driving customer experience improvements, and using data driven analysis to identify trends,
improve performance, and support business decisions. Strong people leader with a proven ability to coach and develop teams,
improve operational outcomes, and build a customer centric culture. Skilled in stakeholder management, performance
management, root-cause analysis, process improvement, and customer experience strategy.
Overview
1
1
Certification
3
3
years of post-secondary education
9
9
years of professional experience
Work History
Customer Service and Support Team Manager
Telstra (Belong)
Bengaluru
10.2024 - Current
- Managed escalated Telstra and Belong broadband and mobile enquiries, ensuring timely resolutions and customer satisfaction.
- Coached team members on service standards and call handling to enhance overall team performance and customer experience.
- Monitored service queues, forecast, and manage SLA's to meet the obligations.
- Collaborated with other departments to resolve complex customer issues quickly and efficiently.
- Provided guidance to team members when handling difficult or complex inquiries from customers.
- Trained and mentored new team members on company policies, procedures, and complaint handling techniques to foster a knowledgeable support team.
- Ensured compliance with company policies related to data security protocols while dealing with confidential information shared by customers.
- Succesion Planning
Customer Service and Support Team Leader
Telstra (Belong)
Bengaluru
06.2022 - 09.2024
- Led customer support team across phone, chat, and email channels.
- Managed customer escalations for broadband and mobile services.
- Lead and manage a team of support staff, setting performance objectives and providing guidance and coaching.
- Coached support agents on service standards, policies, and call/chat handling.
- Trained new team members on support processes and tools.
- Analyze customer data to identify trends in support requests and develop strategies for addressing them proactively.
- Develop procedures for responding to customer inquiries efficiently and effectively, ensuring compliance with service level agreements.
- Identify opportunities for process improvements within the team's operations and recommend solutions accordingly.
- Tracked customer inquiries and convert it to insights for process improvement.
- Collaborated with other departments within the organization to improve customer experience.
Assurance Consultant
Telstra (Belong)
Bengaluru
11.2020 - 05.2022
- Assisted customers with mobile, broadband, and account enquiries through zendesk and salesforce to enhance service experience.
- Managed complaints with clear, calm communication and active listening.
- Resolved billing issues using CRM and account records.
- Identified the needs of customers promptly and efficiently.
- Handled complaints using clear, calm communication and active listening to resolve customer issues effectively.
- Coordinated with team to create action plans addressing specific challenges and objectives, facilitating problem resolution.
Senior Customer Service Representative
24/7
Bengaluru
09.2017 - 10.2020
- Managed incoming customer calls and chats for 24/7 support, ensuring timely resolutions.
- Addressed billing, account, and service inquiries in alignment with company policy, enhancing customer satisfaction.
- Guided customers through troubleshooting and service steps.
- Monitored customer accounts to track outstanding issues and implement new solutions.
- Logged cases in CRM and updated customer records accurately.
- Analyzed customer feedback surveys to pinpoint improvement areas, contributing to service enhancement strategies.
- Supported team members with process questions and customer service procedures.
- Monitored customer feedback surveys to identify areas of improvement.
Education
BBA - Bachelor of Business Administration
Bangalore University
01.2015 - 10.2017
Skills
Customer Experience & Complaint Resolution Data-Driven Performance Analysis Stakeholder & Cross-Functional Management Customer Service Operations Coaching, Succession Planning & Recruitment Planning
People Leadership & Team Development
Performance & Quality Management
Root-Cause Analysis & Process Improvement
SLA, Compliance & Risk Management
Customer Insights & Repeat Contact Analysis
Certification
- Data Analytics Foundation- UTS Academy
- Leadership programs
Timeline
Customer Service and Support Team Manager
Telstra (Belong)
10.2024 - Current
Customer Service and Support Team Leader
Telstra (Belong)
06.2022 - 09.2024
Assurance Consultant
Telstra (Belong)
11.2020 - 05.2022
Senior Customer Service Representative
24/7
09.2017 - 10.2020
BBA - Bachelor of Business Administration
Bangalore University
01.2015 - 10.2017