Saurabh Srivastava
Subject Matter Expert
Noida
Summary
High-achieving Supervisor offering an extensive background in customer service, escalations handling, client relations. Over 3.8 years of experience managing operation’s team of 20-25 people and working with C-Suite Executives. Self-directed and self-motivated team player who also works well independently. Passionate about helping customers and creating a satisfying experience.
Overview
4
4
years of professional experience
6
6
years of post-secondary education
Work History
Subject Matter Expert
Great Champ Technology Ltd.
Noida
06.2021 - 08.2022
- Dealing with the different Geo-locations clients e.g. Australia, US, UK, Canada via both chats & calls for ongoing projects.
- Handled productivity and client's rating improvement process.
- Played a major role in analyzing and handling the Product escalations, Disputes closure, Price negotiations.
- Developed product strategies for Manager and trained the team as it grew to 30 employees.
- Designed training and peer-mentoring programs for the existing and incoming batch of new associates in 2022, reduced process on-boarding time for new hires by 50%.
- Auditing and QC of each associate.
- Led the freelancers hiring process and make it faster by bridging the communication gap with safer and more authenticity.
- Led the product’s tracking system for making the process more transparent to the client; reduce the chats and calls over support team by 40%.
- Designed and prepared productivity reports, studies and related documentation.
- Documented diagnostic results and supported root cause analysis and troubleshooting.
Senior Operations Associate
Great Champ Technology Ltd.
Noida
06.2020 - 06.2021
- Understanding the project’s specifications and coordinating for the same.
- Budgeting and Allocation of the project.
- Monitored progress of variety of projects to resolve issues that arose.
- Collaborated with peers and other business areas to leverage best practices.
- Ensured that the Company’s equal opportunities and customer care policies are reflected throughout all aspects of service delivery.
- Promoted to SME within 12 months due to strong performance and organizational impact (one year ahead of schedule).
Operations Associate
Nerdy Turtlez / Absas Solutions Pvt. Ltd.
Noida
12.2018 - 06.2020
Education
B.Tech - Electronics And Communications Engineering
Ajay Kumar Garg Engineering College
Ghaziabad 07.2015 - 06.2018
Bachelor of Science - Mathematics
Govt. P.G. College
Hamirpur 07.2012 - 06.2015
Skills
Microsoft Excel
Accomplishments
- Awarded as Hall of fame for the usability and success.
- Star performer of a year.
- Twice awarded as a Team performer of a year.
Timeline
Subject Matter Expert
Great Champ Technology Ltd.
06.2021 - 08.2022
Senior Operations Associate
Great Champ Technology Ltd.
06.2020 - 06.2021
Operations Associate
Nerdy Turtlez / Absas Solutions Pvt. Ltd.
12.2018 - 06.2020
B.Tech - Electronics And Communications Engineering
Ajay Kumar Garg Engineering College
07.2015 - 06.2018
Bachelor of Science - Mathematics
Govt. P.G. College
07.2012 - 06.2015
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