Saurabh Shirolkar
Mumbai
Summary
Client-focused professional with over 10 years of experience in client servicing and stakeholder engagement within the academic publishing sector. Currently leads a team at Crimson Interactive, managing client escalations and conducting training sessions to enhance service delivery. Skilled in analyzing NPS feedback to improve client experience and streamline workflows. Proven track record in project management and process improvements, ensuring high-quality execution and client retention.
Overview
15
15
years of professional experience
Work History
Team Leader
Crimson Interactive Ltd
06.2024 - Current
- Led daily operations and managed client escalations, ensuring smooth project execution.
- Conducted onboarding testing and IT coordination for new client accounts and product launches.
- Facilitated internal testing for bug fixes, enhancements, and client-reported issues.
- Drove client retention initiatives and implemented process improvements across the department.
- Created monthly reports to analyze business performance (e.g., response times, service usage).
- Mentored and coached team members to enhance performance and achieve team goals.
- Coordinated with cross-functional teams to optimize workflows and deliver client-focused solutions.
SENIOR PUBLICATION SUPPORT ASSOCIATE
Crimson
10.2019 - 05.2024
- Responsible for handling end to end projects from global clients, overseeing daily operations, onboarding of new clients, follow ups, feedback management, Training and mentoring of new team members
- Assisting in preparing training materials
- Acting as a liaison between the internal departments and the clients, and ensuring that all the required information, files, instructions etc are available to execute and deliver the project effectively
- Providing testimonial reports which includes gathering of customer feedback and providing inputs to the stakeholders, package closure reports to understand profits made from unused services, response time report to improve efficiency on client management on monthly basis
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Maintained excellent attendance record, consistently arriving to work on time.
- Identified issues, analyzed information and provided solutions to problems.
- Participated in team-building activities to enhance working relationships.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
SENIOR ASSOCIATE- CLIENT SERVICES
Cactus Communications
09.2013 - 09.2019
- Delivery Management -
- Catering to the international research community, by understanding and facilitating their requirements, queries, complaints etc
- Acting as a liaison between the internal departments and the clients, and ensuring that all the required information, files, instructions etc are available to execute and deliver the project effectively
- Customizing and Assessing all essential documents as per client's need which includes invoices, certificates, payment receipts etc
- Actively keeping a track and converting all new and existing client projects, to achieve business growth and quarterly market projections.
SENIOR CUSTOMER SERVICE ASSOCIATE
First Source
04.2010 - 01.2013
- Provided service assistance to Vodafone UK clients over emails
- Handled complaints/ escalations and provide suitable solutions
- Fielded diverse customer questions about issues such as available merchandise, current prices and upcoming company changes
- Provided primary customer support to internal and external customers in fast-paced environment
- Handled O2 broadband process over chat support to provide service information and technical support service
- Promoted to Senior Associate of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations
- Increased efficiency and team productivity by promoting adherence to operational best practices and company policies
- Training -
- Coached new telephone agents on service techniques and provided scoring through quality assurance program
- Trained new personnel regarding company operations, policies and services.
Education
Bachelor of Commerce -
Patkar College
01.2009
High School Diploma -
Air Hostess Academy
Mumbai10-2008
Skills
- Client Servicing
- Project Management
- Team Leadership
- Client Retention
- Stakeholder Engagement
- NPS Analysis
- Conflict Resolution
- Process Improvement
- AI Tools (eg, ChatGPT)
- Cross-Functional Collaboration
- IT Testing Coordination
- Training and Development
- Multitasking
Timeline
Team Leader
Crimson Interactive Ltd
06.2024 - Current
SENIOR PUBLICATION SUPPORT ASSOCIATE
Crimson
10.2019 - 05.2024
SENIOR ASSOCIATE- CLIENT SERVICES
Cactus Communications
09.2013 - 09.2019
SENIOR CUSTOMER SERVICE ASSOCIATE
First Source
04.2010 - 01.2013
Bachelor of Commerce -
Patkar College
High School Diploma -
Air Hostess Academy