Saurabh Singh
Team Lead- Customer Success
Gurgaon
Summary
Experienced in multiple roles with a strong background in the finance and SAAS sector. Skilled in Customer Success, Risk Analysis, People Management, Banking & Accounting, and Business Development/Research. Have served in various capacities - Team Lead, Team Captain, Aux Learning Specialist, and JCC, contributing to my expertise.
Overview
11
11
years of professional experience
9
9
years of post-secondary education
Work History
Team Lead- Customer Success
Cvent India Pvt Ltd
09.2024 - Current
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Coached team members in techniques necessary to complete job tasks.
- Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Led cross-functional teams for successful project execution while maintaining strong collaboration among team members.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
Asst.Team Lead- Customer Success
Cvent India Pvt Ltd
03.2022 - 09.2024
- Demonstrated ability to manage, motivate, and develop a team of Specialists, including scheduling, setting performance goals, coaching, facilitating structure 1:1s, tracking team performance, and delivering midyear/annual performance reviews
- Proven track record of ensuring adequate resource allocation for campaigns, projects, and strategic client-facing tasks
- Experience conducting interviews with Onboarding Specialist candidates and making hiring decisions at level 1 to fill open positions
- Strong skills in managing client escalations and handling dissatisfied clients through resolution, resulting in improved customer satisfaction
- Proven ability to participate in preparing and presenting monthly and quarterly business reviews, contributing to effective workforce planning
- Collaborative approach in working closely with other departments such as Sales, Marketing, Technology, and PMO on key company strategies and projects
- Proven success in driving strategic initiatives that enhance the client experience and align with company goals
- Experience collaborating with technology and readiness teams on product updates and enhancements, ensuring the team is up to date with the latest developments.
Team Captain- Operations
American Express
05.2018 - 03.2022
- Lead a team of 16 Credit Analyst within Chat Collections and Credit Bust Out along with Team Manager
- Comprehend & Respond to all Customer queries with Immediate Resolution (Real Time) to ensure customer satisfaction
- Deliver on the Customer and Shareholder Metrics as per Goals
- Responsible for taking supervisor chats for Level 1
- Reaching out to customer to resolve the concern raised by the representative over call
- Conducting Coaching & Feedback sessions – VOCM B2B Analysis and ACM numbers
- Reviewing accounts to determine if the Card Member has set up an account with an intention to defraud American Express
- Highlighting AML & Credit Related issues to resolve client or creditor problems
- Responsible for delivery of all business metrics as per goals and internal/external SLA's
- Initiate process improvements by identifying service delivery gaps and offering solutions for the same
- Meet regularly with employees to plan their development and evaluate the progress made
- Provide development opportunities, coaching, and resources.
Aux Learning Specialist
American Express
01.2017 - 01.2018
- Training and mentoring new hires and helping them achieve desired levels of skills and knowledge
- Responsible for training, conducting assessments and help certify new hires in OJT and move into production
- Conduct weekly Coaching & Feedback sessions
- Have strong governance over new hire batches
- In addition, have governance over Coaches
- Provide development opportunities & coaching not only the new hires, but coaches as well
- Liaison with different departments (MIS/Op's desk/ID Management Team/Ops) to ensure smooth flow of Training & OJT
- Present the performance of the batch during Governance – discuss good jobs & improvement opportunities.
Lead Credit Specialist
American Express
01.2014 - 08.2016
- Analysis of credit data and financial statements to determine degree of risk involved in extending credit or lending money
- Evaluate customer records and recommend payment plans based on earnings, savings data, payment history, and purchase activity
- Prepare reports that include the degree of risk involved in extending credit or lending money & prevent card members from defrauding American Express
- Basis credit history and other available data, gauging the financial stability
- Make recommendation to probe CM, if required, for suspicious activity
- Ask financial documents/Tax transcripts, stating income/bank balances for continued usage
- Detected CBO Ring activity & saved potential losses worth $26k for the company.
Education
Bachelor of Business Administration - Business Management
Guru Gobind Singh Indraprastha University
New Delhi, India 03.2010 - 08.2013
St. Mary's School, Dwarka
New Delhi 03.2004 - 05.2009
Skills
- Operations Management
- Salesforce Experience
- Stakeholder Management
- Complaint resolution
- Customer Focus
- Performance Improvement
- Risk management
- Analytical thinking
Timeline
Team Lead- Customer Success
Cvent India Pvt Ltd
09.2024 - Current
Asst.Team Lead- Customer Success
Cvent India Pvt Ltd
03.2022 - 09.2024
Team Captain- Operations
American Express
05.2018 - 03.2022
Aux Learning Specialist
American Express
01.2017 - 01.2018
Lead Credit Specialist
American Express
01.2014 - 08.2016
Bachelor of Business Administration - Business Management
Guru Gobind Singh Indraprastha University
03.2010 - 08.2013
St. Mary's School, Dwarka
03.2004 - 05.2009
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