SARATH NATH

• Established first Customer Support operations team in India for global digital dentistry organization.
• Oversaw comprehensive support operations, managing case allocation, workload planning, and SLA adherence.
• Acted as primary escalation contact for critical customer issues related to complex software systems.
• Worked closely with Country Manager to generate operational reports focusing on trends and improvement areas.
• Executed process optimization initiatives by standardizing workflows to boost efficiency.
• Created a knowledge management framework that enhanced team consistency and reduced resolution time.
• Collaborated with regional teams to pinpoint operational bottlenecks and improve support processes globally.
• Conducted training sessions for internal staff and reseller partners covering key onboarding procedures.

• Handling a team of 7 associates
• Project Management
• Bringing process improvement ideas to the table
• Risk Management and Due Diligence
• Internal policies and procedures development
• Collaborating with legal teams, compliance officers and other stake holders
• Oversee day-to-day team’s operation and performance
• Set team/individual objectives and goals
• Do regular performance evaluation
• Monitor team performance and report on metrics

• Handling a team of 25 advisors
• Oversee day-to-day team’s operation and performance
• Set team goals and KPI’s
• Collaborating with Clients, internal teams and management
• Do regular performance evaluation
• Delegate tasks and set targets
• Monitor team performance and report on metrics

• Being a proprietor managed all aspects of Coffee O'clock, a unique biker café in Mumbai, including customer service, vendor management, P&L, marketing, strategy, and operations.
• Managed customer service, vendor relations, and daily operations to ensure a seamless experience for the biker community.
• Oversaw P&L book, marketing strategies, and operational efficiencies to drive business growth and profitability.
• Developed and executed unique marketing strategies to establish Coffee O'clock as the premier biker café in Mumbai.

• Customer Retention:

Engage with customers who express intent to cancel or discontinue services.

Identify and resolve customer concerns by offering suitable solutions or alternatives.

• Problem Resolution:

Address and resolve customer complaints or issues promptly.

Coordinate with relevant departments to ensure a seamless resolution.

• Upselling and Cross-Selling:

Promote additional products or services that align with customer needs.

Provide information on upgrades, benefits, or discounts to enhance the customer's experience.

• Customer Relationship Management:

Build and maintain strong relationships with customers to improve loyalty.

Maintain professionalism and empathy in all interactions.

• Performance Metrics:

Meet or exceed key performance indicators (KPIs), such as retention rates, customer satisfaction scores, and call handling time.

Maintain accurate and up-to-date records of customer interactions in the CRM system.

• Product Knowledge:

Stay updated on company products, services, policies, and promotions to effectively address customer inquiries.