Satya Swarup Nayak
Sr. DATA ASSOCIATE
Summary
A dynamic Customer Service Manager with robust leadership and managerial abilities. Proficient in overseeing customer service teams, meeting project deadlines, enhancing customer satisfaction, and fostering lasting relationships to drive brand loyalty. Skilled at handling service tickets and achieving KPI targets.”
Overview
9
9
years of professional experience
Work History
Operations Customer Service Manager
Accuris
12.2023 - Current
- Led by example, fostering an environment of accountability and excellence while maintaining open lines of communication with staff members to address concerns promptly.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Coordinated cross-functional teams to resolve complex customer issues, resulting in improved client retention rates.
- Resolved escalated customer complaints with diplomacy, resulting in amicable solutions that maintained long-term relationships.
- Introduced innovative tools and technologies to enhance the overall customer experience while increasing employee productivity levels.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
Customer Success and Service Delivery Manager
IHS Markit
06.2021 - 11.2023
- Implemented data-driven decision-making processes to analyze customer feedback and improve service quality.
- Spearheaded initiatives aimed at reducing churn rates while enhancing upselling opportunities within existing client base.
- Followed through with client requests to resolve problems.
- Researched and corrected customer concerns to promote company loyalty.
- Increased customer retention rates, proactively addressing potential issues and providing timely solutions.
- Led a team focused on resolving complex customer issues, resulting in improved satisfaction ratings across all channels.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Controlled resources and utilized assets to achieve qualitative and quantitative targets.
Customer Service Representative
IHS Markit
06.2016 - 02.2021
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Investigated and resolved accounting, service and delivery concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided primary customer support to internal and external customers.
- Sought ways to improve processes and services provided.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Technical Support Engineer
Aditya Birla Minacs
01.2015 - 06.2016
- Provide technical support for hardware and operating system support for Lenovo Consumer and Commercial products. (Laptop and Desktops)
Education
MBA - Executive MBA
School of Business, CHRIST UNIVERSITY
Bengaluru, India 04.2001 -
B.Tech - Computer Science
Synergy Institute of Engineering Studies
Bhubaneswar 04.2001 -
Jupiter College of Science
Bhubaneswar04.2009
Skills
Personnel Oversight
Business Management
Presentation Skills
Customer Service Management
Customer Retention
Operations Management
Resource Allocation
Business Growth Initiatives
Analytical Thinking
Data Analysis
KPI Tracking
Accomplishments
- Received Eureka Award for outstanding client engagement with customers for 3 consecutive quarters.
- Supervised team of 15 staff members.
- Documented and resolved issues which led to retain one of our elite customer to sign for 5 years under one contract.
Timeline
Operations Customer Service Manager
Accuris
12.2023 - Current
Customer Success and Service Delivery Manager
IHS Markit
06.2021 - 11.2023
Customer Service Representative
IHS Markit
06.2016 - 02.2021
Technical Support Engineer
Aditya Birla Minacs
01.2015 - 06.2016
MBA - Executive MBA
School of Business, CHRIST UNIVERSITY
04.2001 -
B.Tech - Computer Science
Synergy Institute of Engineering Studies
04.2001 -
Jupiter College of Science