Saurabh Kumar Singh
Customer Success
Summary
To leverage five years of experience as an Assistant Manager in the ed-tech department, seeking opportunities to advance into a managerial role where I can apply my expertise in leading teams, optimizing operations, and driving growth initiatives to further contribute to the success of the organization within the dynamic ed-tech industry.
Overview
5
5
years of professional experience
2
2
years of post-secondary education
2
2
Languages
Work History
Assistant Manager Customer Support B2B
Infinity Learn By Sri Chaitanya
06.2023 - Current
- Coordinated with over 27 Infinity schools nationwide, ensuring uninterrupted class operations.
Attended live classes to identify and swiftly address challenges, maintaining optimal customer experience.
Collaborated with internal teams to deliver customized services, resulting in 20% increase in customer satisfaction.
Collected feedback and Net Promoter Scores (NPS) to gauge customer sentiment.
Addressed IL school issues within predefined TAT, achieving 95% issue resolution rate.
Conducted progress report discussions with IL schools to ensure alignment and satisfaction.
Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Assistant Manager
Extramarks Education India Private Limited
04.2022 - 04.2023
- Led highly successful 5-region customer relations team, providing direction and guidance to ensure achievement of targets and objectives.
Consistently met and exceeded targets set for customer satisfaction, retention, and revenue growth, showcasing commitment to excellence.
Fostered strong and lasting relationships with clients across all regions, demonstrating deep understanding of their needs and concerns.
Effectively managed team of 10 post-sales executives, providing mentorship, training, and support to drive individual and collective success.
Recognized for outstanding performance and dedication, earning prestigious Employee of Month accolade as testament to consistent excellence and leadership qualities.
Team Leader
Extramarks Education India Private Limited
07.2021 - 04.2022
- Led customer relations team of 10 members, exceeding monthly targets by 10%.
Fostered strong relationships with over 200 clients .
Increased customer satisfaction ratings by 25% through meticulous monitoring of service quality standards.
Addressed client issues promptly, resulting in enhanced customer experience.
Optimized resource allocation, leading to 30% increase in overall team output.
Successfully minimized costs by 15% through efficient resource management.
Sr Customer Relationship Executive
Extramarks Education India Private Limited
01.2019 - 06.2021
- Orchestrated onboarding processes for 200+ clients monthly, ensuring seamless transitions and reducing onboarding time by 20%.
Managed key client relationships, resulting in 95% client retention rate and 15% increase in upsell opportunities.
Oversaw smooth onboarding procedures for new clients, leading to 30% reduction in onboarding errors.
Maintained open communication channels with clients, addressing over 25 inquiries weekly with 98% satisfaction rate.
Demonstrated proficiency in resolving client issues, resulting in 25% decrease in escalated complaints and overall improvement in client satisfaction by 20%.
Education
MBA - Marketing & Finance
A.K.T.U
07.2017 - 05.2019
Skills
Leadership
Organization and Time ManagementSales Force CRMFresh deskOperations Management
Customer Relationship Management (CRM)
Customer Relations
MS Office
Onboarding and Orientation
Sales Expertise
Accomplishments
- Performer of The Month (06/2021)
- Performer of The Month (01/2024)
Timeline
Assistant Manager Customer Support B2B
Infinity Learn By Sri Chaitanya
06.2023 - Current
Assistant Manager
Extramarks Education India Private Limited
04.2022 - 04.2023
Team Leader
Extramarks Education India Private Limited
07.2021 - 04.2022
Sr Customer Relationship Executive
Extramarks Education India Private Limited
01.2019 - 06.2021
MBA - Marketing & Finance
A.K.T.U
07.2017 - 05.2019