Summary
Overview
Work History
Education
Skills
Timeline
Generic

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
Mumbai
10-2008

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

Similar Profiles

  • NATASHA DSOUZA

    NATASHA DSOUZANATASHA DSOUZA

    Team Lead – Customer Service & Project Management at Crimson Interactive Pvt. Ltd.Team Lead – Customer Service & Project Management at Crimson Interactive Pvt. Ltd.

  • Preetesh Kundalia

    Preetesh KundaliaPreetesh Kundalia

    General Manager at Crimson Interactive Pvt LtdGeneral Manager at Crimson Interactive Pvt Ltd

  • Maulik Kapadia

    Maulik KapadiaMaulik Kapadia

    Manager Infrastructure at Crimson Interactive Pvt.LtdManager Infrastructure at Crimson Interactive Pvt.Ltd

  • Hardik Shah

    Hardik ShahHardik Shah

    Representative - South Asia at EHL Hospitality Business SchoolRepresentative - South Asia at EHL Hospitality Business School

  • Shivam Bhat

    Shivam BhatShivam Bhat

    Senior Consultant at EYSenior Consultant at EY

CREATE PROFILE
Saurabh Shirolkar