Sankalp Puri
Gurugram
Summary
Dynamic customer service professional with over 10 years of experience in BPO, E-commerce, and Edtech sectors. Proven track record of enhancing customer satisfaction and achieving exceptional NPS results through effective team leadership and coaching. Expertise in project management and process improvement allows for the successful analysis of data to meet efficiency, sales, and quality assurance targets. Currently seeking to leverage transferable skills in a new field to drive impactful business outcomes.
Overview
14
14
years of professional experience
Work History
Associate Manager - Customer Experience
ApplyBoard
08.2022 - Current
- Company Overview: ApplyBoard is a Canadian educational technology company.
- Spearheaded operations of leading Ontario-region universities in a high-demand market sector across South Asia.
- Managed entire lifecycle of more than 20,000 applications within a year.
- Achieved over 8.5k enrollments at one university and received top performer award in 2023.
- Acquired detailed insights into various regional trends influencing market.
- Established robust connections with clients such as educational institutions and collaborators.
- Worked alongside product and sales groups focusing on technology-led achievements.
- Coordinated efforts with CXO teams for high-priority assignments.
- Optimized strategies by leveraging expertise in partner collaborations and sales coordination.
- Developed and implemented strategies to ensure cost-efficient operations.
Team Leader - Customer Experience
ApplyBoard
07.2021 - 07.2022
- Managing a team of 12-15 direct reportees overlooking the application journey once the decision is made from respective schools/colleges
- Driving performance by visibility and understanding of performance management in alignment with the organisations SLA's
- Taking ownership and accountability of assigned schools in liaison with colleagues from other departments and Headquarters
- Introduced new incentive structures and quality monitoring plans
- Reviewing daily/weekly/monthly performances with the team and presenting the same to senior leadership
Team Leader Customer Support - Email Support & Centralized Ticket Team
Lenskart
02.2016 - 03.2021
- Company Overview: Lenskart is an Indian multinational optical prescription eyewear chain with presence in online and offline
- Leading the customer service team for email support campaign and ensuring high levels of service excellence at all times
- Remarkable contribution in the company's overall revenue by driving upselling within the team
- Analyzing departmental concerns and headlining meetings with process leaders and CXO level personnel
- Implemented changes at the process level: Warranty/ Replacement Policy, Agent empowerment in handling difficult and critical cases
- Increased the resolution percentage of tickets/queries escalated by Customer Support within 24- 48 hours from 35% to 85%
- Lenskart is an Indian multinational optical prescription eyewear chain with presence in online and offline
Sr. Customer Resolution Specialist
Snapdeal.com (Jasper Infotech)
02.2015 - 02.2016
- Company Overview: Snapdeal is an Indian e-commerce company
- Outbound calls made to dissatisfied customers to identify major customer concerns and process gaps
- Providing on job training support to new inclusions in the team
- Monitoring RTA and Quality of the team at a supervisory role
- Snapdeal is an Indian e-commerce company
Sr. Customer Care Executive
Vcare - Call Centers India
03.2012 - 07.2014
- Worked as a Sr
- CCE for Canadian medical records retrieval company (Keyfacts)
- Coordinating between insurance providers and health records offices (Hospitals/Private Doctors)
- Generating sales with new leads
Customer Care Officer - Microsoft
Convergys India Services Ltd
02.2011 - 03.2012
- Worked for an EQS process (Windows Live ID)
- Maintained highest closure of cases with excellent quality
Education
Bachelor of Commerce - Commerce
DLF Public School
Ghaziabad, India07-2012
Skills
- Project management
- Data analysis
- Customer relationship management
- Sales coordination
- Process optimization
- Customer relations
- Strategic planning
- Customer account management
- Team leadership
- Performance management
- Cross-functional collaboration
- Flexible problem-solving
- Process improvement
- Staff development
Accomplishments
- Invited by Algoma University, Canada, to visit their on-site campuses for two weeks.
- Achiever of the annual Core Value awards.
Affiliations
- Hosted the annual awards for two years in a row
- Conducted seminars for product adaptation for over 1,000 attendees
Timeline
Associate Manager - Customer Experience
ApplyBoard
08.2022 - Current
Team Leader - Customer Experience
ApplyBoard
07.2021 - 07.2022
Team Leader Customer Support - Email Support & Centralized Ticket Team
Lenskart
02.2016 - 03.2021
Sr. Customer Resolution Specialist
Snapdeal.com (Jasper Infotech)
02.2015 - 02.2016
Sr. Customer Care Executive
Vcare - Call Centers India
03.2012 - 07.2014
Customer Care Officer - Microsoft
Convergys India Services Ltd
02.2011 - 03.2012
Bachelor of Commerce - Commerce
DLF Public School
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