Sandeep Mathew
Customer Care
Summary
Approachable Senior Customer Service Associate with 10+ years of experience facilitating positive customer experiences in Office & Field settings. Helpful problem-solver with flexibility in stressful situations. Accessible supervisor coaching employees through complex administrative processes. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
14
14
years of professional experience
6
6
years of post-secondary education
Work History
Senior Customer Service Associate
Policybazaar
Gurgaon, Haryana
02.2022 - Current
- Proactively addressed customer concerns in order to prevent escalations and complaints.
- Assisted customers with product selection, troubleshooting and problem resolution.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Escalated issues to proper supervisors when standard processes were not effective.
- Resolved customer service issues using company processes and policies and provided updates to customers.
Freelancer
Self Employed Services
New Delhi, Delhi
03.2017 - 01.2022
- Evaluated customer needs and feedback to drive product and service improvements.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Helped meet changing demands by recommending improvements to business systems or procedures.
Assistant Manager
Crocky Technologies Pvt Ltd
Gurgaon, Haryana
02.2016 - 02.2017
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Mentored team members to enhance professional development and accountability in workplace.
- Created employee schedules to align coverage with forecasted demands.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Made hiring recommendations to increase company's productivity and profitability with quality workers.
Area Sales Executive
Bharat Serums And Vaccines
New Delhi, Delhi
04.2014 - 01.2016
- Reported sales activity, generated sales quotations, and proposals and maintained customer contact database to achieve sales objectives and quota.
- Established strong relationships with major accounts and key decision-makers to increase sales in designated territory.
- Monitored customer buying trends, market conditions, and competitor actions to adjust strategies and achieve sales goals.
- Prepared sales presentations for clients showing success and credibility of products.
Marketing Specialist
ACTEST
Jeddah, Maccah
12.2012 - 11.2013
- Identified appropriate marketing channels and target customers for campaigns.
- Planned marketing initiatives and leveraged referral networks to promote business development.
- Met with vendors to assess products, inquire about services and negotiate pricing.
- Updated customer database and generated lists and counts for direct marketing projects.
Area Sales Executive
Bharat Serums And Vaccines
New Delhi, Delhi
02.2012 - 11.2012
- Prepared sales presentations for clients showing success and credibility of products.
- Reported sales activity, generated sales quotations, and proposals and maintained customer contact database to achieve sales objectives and quota.
- Built lasting relationships with clients through outstanding customer service interactions.
- Collaborated with clients and distributors to create and promote new products.
- Accompanied sales reps in field for ride-alongs to teach, observe and work one-on-one.
Sales Executive
GlaxoSmithKline Pharmaceuticals
New Delhi, Delhi
01.2011 - 11.2011
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Developed and presented valuable sales presentations to potential customers to highlight features and benefits of products.
- Created and implemented successful sales campaigns to drive leads and increase sales.
- Contributed to event marketing, sales and brand promotion.
Territory Manager
Wockhardt Pharmaceutical
New Delhi, Delhi
08.2009 - 01.2011
- Developed and monitored sales representative goals and performance to drive territory goals.
- Researched competitor activity and used findings to develop sales growth strategies.
- Analyzed sales data to identify areas for territory improvement and implemented strategies to maximize sales growth.
- Worked with vendors and suppliers to support timely delivery of products and services.
Education
Class-10 - All Subject in English Medium
St Gabriel High School
Jabalpur , Madhya Pradesh , India 04.1999 - 03.2000
B.Pharmacy - Pharmacy (Pre-Pharmacy)
Bhopal Institute of Technology & Science, Pharmacy
Bhopal, Madhya Pradesh, India 07.2003 - 06.2007
10+2 - Physics Chemistry & Maths
St Gabriels Higher Secondary School
Jabalpur , Madhya Pradesh 04.2001 - 03.2002
Skills
Customer Relations
Order management
Strategic sales knowledge
CRM
International sales support
Medical terminology knowledge
Order fulfillment
Warehousing functions
Staff education and training
Timeline
Senior Customer Service Associate
Policybazaar
02.2022 - Current
Freelancer
Self Employed Services
03.2017 - 01.2022
Assistant Manager
Crocky Technologies Pvt Ltd
02.2016 - 02.2017
Area Sales Executive
Bharat Serums And Vaccines
04.2014 - 01.2016
Marketing Specialist
ACTEST
12.2012 - 11.2013
Area Sales Executive
Bharat Serums And Vaccines
02.2012 - 11.2012
Sales Executive
GlaxoSmithKline Pharmaceuticals
01.2011 - 11.2011
Territory Manager
Wockhardt Pharmaceutical
08.2009 - 01.2011
B.Pharmacy - Pharmacy (Pre-Pharmacy)
Bhopal Institute of Technology & Science, Pharmacy
07.2003 - 06.2007
10+2 - Physics Chemistry & Maths
St Gabriels Higher Secondary School
04.2001 - 03.2002
Class-10 - All Subject in English Medium
St Gabriel High School
04.1999 - 03.2000