Saurabh Sarkar

• Demonstrated Customer Obsession by assuming complete ownership of Selling Partners’ concerns across inbound and outbound calls, chats, and email interactions. Proactively resolving issues, I consistently delivered exceptional support while adhering to internal service level agreements.
• To enhance our support strategies and drive proactive solutions, I worked on weekly-trend reports on recurring concerns of sellers and utilized data-driven insights.
• Strengthened relationships with sellers and demonstrated bias-for-action through personalized support and follow-up communications thereby increasing CSAT metric and seller feedback.
• Raised Gemba on areas of improvement under SOPs and help pages to increase efficiency and enhance seller satisfaction.
• Served as the point of contact (POC) for various performance metrics, including ACHT, NRR, and RO and reported on weekly team-performance trends and distributed informational flyers and TQM learnings to help achieve site-level goals.
• Improved case handling time i.e. ACHT by effectively prioritizing tasks and utilizing available resources.
• Provided comprehensive training to new team members, fostering a cohesive and knowledgeable support team.
• In addition to current responsibilities, actively worked with leadership on various projects, such as :

1. Multiple Identifiers:

2. NRR improvement:

3. Atlas Card improvement:

4. RG dependency improvement

• Alarm Monitoring & Incident Management at various Reliance network sites in the eastern region.
• Monitored round-the-clock surveillance of critical sites to guarantee people's safety and protect company assets and created daily reports.
• Focused on ensuring the safety of individuals present at the sites by delivering prompt support and forwarded sit-rep to leadership.
• Managed access controls and permissions, guaranteeing authorized personnel have seamless entry while upholding security protocols.

• Provided support to clients over email and calls and help resolve their concerns.
• Ensured data accuracy, conducting regular audits and maintaining up-to-date customer information in the CRM system.
• Created and manage operational scorecards, track KPIs, and assist in volume forecast and capacity planning.
• Provided support and maintenance for existing management information systems (MIS), including documentation and periodic data analysis for reports.
• Analyzed business information, identify process improvements, participate in cross-functional meetings, and maintain strong relationships with stakeholders while communicating project statuses effectively