SAURABH PANDEY
Bangalore
Summary
Customer service professional with extensive experience at Conneqt Business Solutions Limited, specializing in customer escalation resolution and performance metrics analysis. Proven ability to coach teams, resulting in enhanced service quality and significant improvements in customer satisfaction scores. Expertise in effective communication and process enhancements drives operational success.
Overview
9
9
years of professional experience
Work History
Team Leader
Conneqt Business Solutions Limited
09.2021 - 01.2026
- Led team of agents to achieve high productivity while ensuring regulatory compliance.
- Coached team members to improve product knowledge and service skills.
- Delegated tasks according to team members' skills and workload capacity.
- Monitored performance metrics to assess quality scores and customer satisfaction.
- Conducted regular quality audits to identify improvement areas and provided constructive feedback.
Customer Care Executive
Conneqt Business Solutions Limited
09.2020 - 09.2021
- Demonstrated proficiency in resolving escalated customer concerns promptly, resulting in an increase in customer satisfaction scores.
- Experienced Escalation Specialist at one of the leading E-commerce brand, dedicated to resolving high-priority customer concerns with precision and efficiency.
- Expertise in handling complex customer issues with tact and diplomacy, ensuring swift and satisfactory resolutions.
- Passionate about championing customer satisfaction and loyalty through personalized support and effective solutions.
- Known for leveraging exceptional communication skills and in-depth product knowledge to drive customer advocacy.
- Collaborated with cross-functional teams to resolve escalated matters, enhancing overall customer experience.
- Analyzed escalations to identify root causes, implementing process enhancements that improved service delivery.
- Maintained detailed records of escalations, providing insights for process refinement and improvement.
- Trained newly hired agents on company procedures and customer service techniques.
Senior Customer Service Associate
Intelenet Global Services
01.2019 - 06.2019
- Joined as a Call Taking and Email Handling Associate at leading E-commerce brand, specializing in providing exceptional customer support through phone calls and emails.
- Addressed inquiries and resolved issues, contributing to sustained customer satisfaction.
- Understood and met customer needs, fostering a consistently positive experience.
- Known for effectively addressing inquiries, resolving issues, and ensuring high customer satisfaction.
- Proven ability to understand and meet customer needs, ensuring a positive experience.
- In-depth understanding of product offerings, enabling accurate information dissemination.
- Managed a high volume of customer inquiries, providing timely and accurate information regarding orders, products, and policies.
- Collaborated cross-functionally to resolve escalated issues and ensure customer satisfaction.
- Collaborated with cross-functional teams to resolve escalated issues, enhancing overall customer satisfaction.
- Thoroughly document customer interactions to provide valuable feedback for process improvement.
Customer Care Executive
Teleperformance
02.2018 - 12.2018
- First point of contact for all customer feedback and responsible for ensuring that customers are handled in a prompt and effective manner whilst retaining customer confidence and loyalty in Flipkart product and service.
- Responsible for responding about customer's Query/Request/Complaints and handling calls in an appropriate manner.
- Recognizing possible customer relation cases and, where necessary, keeping records or arranging service recovery.
- Informed relevant departments about customer concerns to facilitate corrective action plans for remaining complaints.
Business Analyst
ResearchInn Advisory Services
06.2017 - 01.2018
- Joined as an Business Analyst at Stock Investment Firm, specializing in managing client calls and providing expert guidance for trading in stock markets.
- Proven proficiency in equity intraday and option markets with a successful track record of pitching and promoting the company's comprehensive stock services across Equity, Commodity, and Forex segments.
- Expertise in fostering strong client relationships through effective communication and tailored support.
- Equity Intraday and Options Specialist: In-depth knowledge and hands-on experience in navigating the intricacies of equity intraday and option markets.
- Pitching Stock Services: Successful track record in pitching and promoting company services across Equity, Commodity, and Forex segments.
Education
Bachelor of Engineering -
NRI Group of Institutions
01-2018
Higher Secondary School -
M.P Board
01-2014
High School -
MP Board
01-2012
Skills
- Customer relationship management
- Performance metrics analysis
- Quality auditing
- Customer escalation resolution
- Process improvement
- Team management
- Task delegation
- Coaching and mentoring
- Performance evaluation
- SOP adherence
- Microsoft Office Suite
- Google Sheets
- Service level agreements
Accomplishments
- Ranked for maintaining zero attrition in three months in a row in Conneqt Business Solutions Limited.
- Rewarded 3 times for LOE (League of Extraordinary) in Conneqt Business Solutions.
- Rewarded 2 times in a row in RNR (Reward 'n' Recognition) in Conneqt Business Solutions.
- Ranked for highest number of customer appreciation while being as Flipkart.
Timeline
Team Leader
Conneqt Business Solutions Limited
09.2021 - 01.2026
Customer Care Executive
Conneqt Business Solutions Limited
09.2020 - 09.2021
Senior Customer Service Associate
Intelenet Global Services
01.2019 - 06.2019
Customer Care Executive
Teleperformance
02.2018 - 12.2018
Business Analyst
ResearchInn Advisory Services
06.2017 - 01.2018
Bachelor of Engineering -
NRI Group of Institutions
Higher Secondary School -
M.P Board
High School -
MP Board