Sandeep Srivastava
Customer Support Manager
Summary
Diligent Customer Support Manager with proven record of enhancing customer satisfaction and streamlining support processes. Managed team to deliver consistent, high-quality service and resolve customer issues efficiently. Demonstrated ability in team leadership and problem-solving.
Overview
16
16
years of professional experience
6
6
Certifications
Work History
Customer Support Manager
Cineverse India Pvt Ltd
04.2023 - Current
- Led the customer support/service desk line of business, overseeing operations for OTT channels across the USA & Canada
- Spearheaded the seamless transition of the customer support function from the Philippines to India, ensuring business continuity and operational efficiency
- Administered Zendesk and Zoho CRM, driving platform optimization and managing daily support activities
- Implemented cost-saving strategies that reduced CRM expenses by $24,000 annually, enhancing operational efficiency and budget optimization
- Designed and executed comprehensive training programs for new hires, ensuring alignment with business objectives and rapid onboarding
- Developed and implemented Key Performance Indicators (KPIs) to ensure consistent achievement of Service Level Agreements (SLAs)
- Planned, designed, and implemented Standard Operating Procedures (SOPs) to ensure a seamless, positive customer experience across all support touchpoints
- Managed escalations from the Better Business Bureau (BBB), addressing and resolving customer complaints with a focus on maintaining customer satisfaction and upholding company reputation
- Formulated customer feedback loops that improved Net Promoter Score (NPS) by 15%, leveraging data analytics to tailor support strategies and enhance user satisfaction
Team Leader
Teleperformance Global Services Pvt Ltd
10.2022 - 04.2023
- Led, mentored, and motivated a team of 45 customer service representatives, fostering a high-performance culture
- Tracked and analyzed key performance indicators (KPIs) to ensure consistent alignment with business goals
- Ensured the team consistently met or exceeded performance targets and service level agreements (SLAs)
- Managed workforce scheduling and resource allocation, ensuring optimal coverage during peak operational periods
- Ensured full compliance with company policies, procedures, and regulatory requirements
- Prepared and presented regular reports on team performance, customer feedback, and operational metrics for senior management
- Actively involved in APCT & RCA activities
Team Leader
Solcentrix Services Online Pvt Ltd
01.2021 - 08.2022
- Led a team of 20 outbound sales executives
- Provided coaching, mentoring, and training to enhance the sales skills and product knowledge of team members
- Tracked key performance indicators (KPIs) such as call volume, conversion rates, average deal size, and revenue generation
- Developed and managed call scripts, sales pitches, and objection handling strategies to optimize sales effectiveness
- Part of the Hiring process
Team Leader
Digvision Online Services Pvt Ltd
11.2019 - 12.2020
- Managed a team of international outbound sales process for USA & Canadian customers
- Conducted call audits to ensure quality
- Worked flexible hours through night, weekend, and holiday shifts
- Planned rosters
- Monitored shrinkage, attrition, sales, quality, and other KPIs
- Handled client calls
Campaign Coordinator
Self Employed
02.2014 - 05.2019
- Developed and maintained courteous and effective working relationships
- Conducted research, analyzed information, and provided solutions to problems
- Developed team communications and information for meetings
- Engaged with outsourcing center in imparting process training
Sr. CRM Ops
IBM Global Services Ltd
05.2010 - 05.2013
- Served as the go-to resource for complex technical issues and in-depth product knowledge within the support team
- Assisted frontline support agents by offering real-time guidance on difficult customer issues, helping them resolve problems quickly and accurately
- Identified gaps and inefficiencies in the technical support process and recommended improvements to streamline operations and enhance service quality
Technical Support Executive
Wipro
05.2009 - 03.2010
- Diagnosed and troubleshot technical problems related to the company's products or services, guiding customers through step-by-step solutions
- Documented all escalations and resolutions accurately in the customer relationship management (CRM) system
Education
Executive Diploma - Business Administration
MTF Institute of Management, Technology and Finance (Udemy Online)
Bachelor of Commerce - Commerce
Himalayan University
Skills
Cross-Functional Collaboration
Multi-Channel Customer Support (Email, Chat, Phone, Social Media)
Team building
Deliverables coordination
Training and coaching
CRM software expertise
SLA management
Certification
ServiceNow Certified System Administrator - Coursera
Timeline
Customer Support Manager
Cineverse India Pvt Ltd
04.2023 - Current
Team Leader
Teleperformance Global Services Pvt Ltd
10.2022 - 04.2023
Team Leader
Solcentrix Services Online Pvt Ltd
01.2021 - 08.2022
Team Leader
Digvision Online Services Pvt Ltd
11.2019 - 12.2020
Campaign Coordinator
Self Employed
02.2014 - 05.2019
Sr. CRM Ops
IBM Global Services Ltd
05.2010 - 05.2013
Technical Support Executive
Wipro
05.2009 - 03.2010
Executive Diploma - Business Administration
MTF Institute of Management, Technology and Finance (Udemy Online)
Bachelor of Commerce - Commerce
Himalayan University
Accomplishments
- Migrated the customer support system from Philippines to India in-house, reducing system downtime by 40% and enhancing data accessibility and security across multiple locations.
- Migrated customer support CRM system from Zendesk to Zoho, saving approx. $20,000 per year in operational cost.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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