Saurabh Bhardwaj
Customer Happiness Manager
Dehradun
Summary
Experienced customer service professional seeking challenging opportunities with a reputable organization. Collaborative leader with a passion for fostering an engaged work culture and driving results. Committed to enabling organizations to achieve their goals and continuously seeking opportunities for learning and career development.
Overview
12
12
years of professional experience
2013
2013
years of post-secondary education
1
1
Certification
2
2
Languages
Work History
Manager (Centralised Ticket Team)
Lenskart Solution Private Limited
05.2023 - Current
- Handling the entire ticket backend platform
- Formulate strategic and operational objectives
- People Management
- Analysing data to understand the gap and build tech and process development for the same
- Improving operational management systems, processes and best practices
- Perform quality controls and monitor production KPIs
- Recruit, train and supervise staff
Assistant Manager (ORM & Escalation Desk)
Lenskart Solution Private Limited
06.2020 - 05.2023
- Handling the escalations on the organization's social media platforms
- Co-ordinating with the internal department to prepare and analyse RCAs and take corrective measures
- CEO Escalation Desk
- Detractor Calling on the NPS
- Order Management (Warehouse)
Team Leader (Customer Support – Inbound & Outbound)
Lenskart Solution Private Limited
06.2016 - 06.2020
- Leading a team of approx
- 20 customer service advisors and resolve customers' queries via inbound and outbound voice support
First impression officer
Lenskart Solution Private Limited
12.2014 - 06.2016
- Handling post-sales customer queries and resolving them at the earliest
- Answer inbound calls and make outbound calls to the customer to resolve their queries
Business Development Executive
Jaro Education
01.2013 - 03.2014
- Successfully achieved targets set by the company and contributed to increasing the revenue for the company
Education
MBA - Marketing and HR
College of Engineering Roorkee-School of Management
BCA - undefined
SGRR ITS
12th - undefined
CBSE Board
10th - undefined
ICSE Board
Skills
Windows
MS Office
Team leadership
Operations management
Strategic planning
Decision-making
Performance management
Customer service
Customer relationship management (CRM)
Cross-functional teamwork
Complex Problem-solving
Teamwork and collaboration
Extra-Curricular Activities
1st Prize in Basketball Tournament held in College.
Department Co-ordinator in College Placement Committee.
Industrial Visits
- BHEL, Haridwar
- Star Paper Mills, Saharanpur
Training
Bajaj Auto and KTM, Dehradun, 45 Days
Personal Information
- Father's Name: Rajendra Kumar Sharma
- Date of Birth: 09/26/89
- Marital Status: Married
Certification
Lean Six Sigma Green Belt
Timeline
Lean Six Sigma Green Belt
10-2024
Manager (Centralised Ticket Team)
Lenskart Solution Private Limited
05.2023 - Current
Assistant Manager (ORM & Escalation Desk)
Lenskart Solution Private Limited
06.2020 - 05.2023
Team Leader (Customer Support – Inbound & Outbound)
Lenskart Solution Private Limited
06.2016 - 06.2020
First impression officer
Lenskart Solution Private Limited
12.2014 - 06.2016
Business Development Executive
Jaro Education
01.2013 - 03.2014
BCA - undefined
SGRR ITS
12th - undefined
CBSE Board
10th - undefined
ICSE Board
MBA - Marketing and HR
College of Engineering Roorkee-School of Management