Summary
Overview
Work History
Education
Skills
Timeline
Generic

Saurabh Pandey

Bangalore

Summary

As a Customer Service Professional with over 10 years of experience, I bring a deep understanding of client needs, refined communication skills, and a commitment to delivering service excellence. I pride myself on resolving concerns with empathy and precision, while fostering lasting customer relationships. My goal is always to exceed expectations and create positive, trust-driven experiences.

Overview

11
11
years of professional experience

Work History

Senior Customer Support Specialist

Moonfrog Labs Pvt. Ltd
08.2021 - Current
  • Enhanced customer satisfaction by promptly addressing technical issues and providing effective solutions.
  • Managed workload efficiently by prioritizing tasks based on urgency levels and potential impacts on customer's business operations
  • Reduced response time for support tickets by streamlining communication processes between team members.
  • Developed expertise in wide range of technical issues, allowing for effective support across multiple product lines.
  • Participated in weekly/monthly meetings/review with product development team to share insights from customer interactions, fostering an environment of continuous improvement.
  • Contributed to increased customer retention rates through timely and efficient resolution of software-related problems.
  • Responded to and resolve service requests and player's inquiries via phone/email/WhatsApp /Store Reviews.
  • Generated reports to track performance and analyze trends.

Senior Customer Support Representative

Groupon Shared Services Pvt. Ltd
12.2017 - 07.2021
  • Resolving customer's query by checking the decision tree and adhering to policies.
  • Follow refund and return policies in assisting customers, also making notes on relevant pages if required before providing the refund.
  • Managing and resolving customer's query depending on the reason codes.
  • Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
  • Researched and identified solutions to technical problems.
  • Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.

Executive Advisor (Digital Concierge)

24[7].ai Pvt Ltd
04.2016 - 11.2017
  • Achieve Revenue, Conversion and VOC targets month on month.
  • Cross Sell, Up Sell and Future Sell to meet high performance standards.
  • Handle multiple chats on the Premium Sales Queue.
  • Help Diamond and Gold members of Hilton Hotels in getting the best possible room at best prices.
  • Mentor new agents to shorten their learning curve and improve their performance.
  • Provide floor support in the absence of the TL and SME as a part of succession planning for the next role.
  • Conduct shift huddles to share best practices and sales techniques with the team weekly.

Trainee Manager (Shift In Charge)

Hard Castle Restaurant Pvt. Ltd. (McDonalds India)
06.2014 - 01.2015
  • Match and improve the guest experience along with Meet all targets every month.
  • Supported departmental tasks to increase understanding of industry processes.
  • Coordinating with Senior Management on a regular basis to keep abreast of new promotions, training, targets and achievements.
  • Operated cash registers and managed financial transactions.
  • Evaluated staff performance and provided coaching to address inefficiencies.
  • Collected, arranged, and input information into database system.
  • Evaluated customer needs and feedback to drive product and service improvements.

Education

Bachelor of Science - Bachelor's Of Hotel Management (BSC in HHA)

Institute Of Hotel Management, Bangalore
06-2014

Higher Secondary -

Kendriya Vidyalaya
Balasore, India
03-2008

Secondary -

Kendriya Vidyalaya
Balasore, India
03-2006

Skills

  • Proficient in building relationships and conveying information
  • Organizational time strategies
  • CSAT/DSAT Analysis
  • Flexibility in challenging situations
  • Comprehension in communication
  • Cross Selling and Up Selling
  • Skilled at prioritizing concurrent responsibilities
  • Proficient in MS Office/Google Docs
  • Fluent in English, Hindi, and Bengali
  • Tools: Zendesk

Timeline

Senior Customer Support Specialist

Moonfrog Labs Pvt. Ltd
08.2021 - Current

Senior Customer Support Representative

Groupon Shared Services Pvt. Ltd
12.2017 - 07.2021

Executive Advisor (Digital Concierge)

24[7].ai Pvt Ltd
04.2016 - 11.2017

Trainee Manager (Shift In Charge)

Hard Castle Restaurant Pvt. Ltd. (McDonalds India)
06.2014 - 01.2015

Bachelor of Science - Bachelor's Of Hotel Management (BSC in HHA)

Institute Of Hotel Management, Bangalore

Higher Secondary -

Kendriya Vidyalaya

Secondary -

Kendriya Vidyalaya

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