Saurabh Sundariyal
Gurugram
Summary
Dynamic Manager with a proven track record at Birdeye Software, excelling in customer onboarding and product training. Skilled in operations management and stakeholder collaboration, I drive process improvements that enhance client success. Adept at mentoring teams, I consistently achieve quarterly targets, maximizing revenue and fostering strong client relationships.
Overview
15
15
years of professional experience
Work History
Manager - Channel Implementation
Birdeye Software India Pvt. Ltd.
01.2018 - Current
- Identify, track, manage and mitigate any project risks, assumptions, issues and dependencies
- Manage the entire onboarding process for new Birdeye customers and channel partners, beginning to end – from sales handover to configuration to training, ensuring customers rollout the platform as quickly as possible.
- Deliver confident product training sessions which educate and enable new users, illustrating the benefits of the software, effectively communicating value to customers and instilling confidence and belief in the product.
- Enhance current processes in the onboarding and account management areas of the business.
- Nurture client towards a successful implementation using intimate knowledge of both the industry and the product.
- Collect product feedback from customers and share it with the relevant teams, managing communication of the request through to completion and communicating product changes to the customer.
- Lead a team of CSMs and manage them to achieve performance goals.
- Responsible for achieving quarterly targets in terms of client onboarding, product adoption, upsell & renewal rates to maximize revenue and minimize cancellations.
- Build team, improve internal processes and systems to achieve operational performance that meets or exceeds goals.
- Establish and measure group goals and team performance against specific target objectives.
- Conduct regular trainings and mentor CSMs.
- Interview and make hiring decisions for qualified candidates.
Conduct performance reviews, provide career development coaching, and take necessary corrective action for poor performers. Provide regular performance metrics to senior management.
Business Analyst
Fidelity Investments
Bengaluru
01.2016 - 12.2016
- Analyzed business processes to identify areas for improvement and efficiency.
- Collaborated with stakeholders to gather requirements for new projects.
- Developed detailed documentation to support project implementation and training.
- Facilitated meetings to discuss project status and address team concerns.
- Created data models to visualize trends and inform decision-making.
- Managed software tools to track project progress and resource allocation.
- Conducted user acceptance testing to ensure solutions met business needs.
- Presented findings and recommendations to senior management for strategic planning.
- Managed projects and served as primary liaison between client and multiple internal groups to clarify goals and meet standards and deadlines.
- Collaborated with stakeholders across departments to define requirements for new projects.
- Monitored project timelines and budgets by tracking milestones, deliverables, tasks.
- Delivered timely support by tracking issues and communicating resolutions to end users.
- Analyzed existing systems and processes to identify areas of improvement.
- Prepared documentation summarizing findings from stakeholder meetings and workshops.
- Identified gaps between current state and desired future state operations.
- Facilitated brainstorming sessions with cross-functional teams for problem solving activities.
- Designed test plans, scenarios, scripts, cases, and results matrices to validate system functionality.
Senior Customer Service Specialist
Aon
Noida
05.2011 - 10.2015
- Assisted clients with inquiries and resolved issues efficiently.
- Provided training and support to new team members on procedures.
- Managed customer accounts and ensured data accuracy in systems.
- Collaborated with cross-functional teams to enhance service delivery.
- Analyzed client feedback to identify areas for service improvement.
- Coordinated communications between clients and internal departments effectively.
- Maintained knowledge of industry trends to provide informed recommendations.
- Developed standard operating procedures for customer service processes.
- Resolved customer complaints promptly and efficiently.
- Provided technical support and troubleshooting assistance to customers.
- Facilitated communication between customers and other departments within the organization.
- Established relationships with key stakeholders to ensure quality assurance measures are met.
- Developed customer service policies and procedures in accordance with company standards.
- Assisted customers with product selection, order placement, and account setup.
- Investigated complex problems reported by customers and proposed effective solutions.
- Ensured compliance with applicable laws and regulations regarding customer service operations.
- Monitored customer feedback surveys and implemented strategies to improve customer satisfaction scores.
- Utilized knowledge base tools such as CRM software to provide quick resolution of customer inquiries.
- Analyzed data trends related to customer service performance metrics.
- Conducted regular training sessions for new customer service staff members.
- Responded quickly to any escalated issues or disputes from customers.
- Maintained records of all customer interactions, inquiries, and transactions.
- Generated reports on customer service operations for senior management review.
- Identified opportunities for improvement in existing processes or procedures.
- Implemented process improvements to streamline workflows and maximize efficiency.
- Managed staff schedules, assigned tasks, monitored progress, provided feedback, and evaluated performance.
- Collaborated with marketing team to develop promotional materials that increase brand awareness.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
- Assisted customers by answering questions, addressing concerns and providing current account information.
- Consulted with customers regarding needs and addressed concerns.
- Educated customers about products, pricing and policies to address and resolve issues.
- Handled calls for new sign-ups, service cancellations and cross-selling opportunities.
- Oversaw and guided team in handling customer call escalations, mentoring new employees on customer service.
- Improved customer satisfaction and retention by proactively reviewing new customer accounts and reaching out to offer assistance.
- Collected deposits or payments and arranged for billing.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Supported sales team members to drive growth and development.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Updated databases with new and modified customer data.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Took special orders in person and over telephone, generating additional revenue every month.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Liaised between customers and retail buyers to expedite orders and meet customer demands.
- Prevented key account losses by researching discrepancies and correcting problems.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Contacted customers about potential service upgrades, new services and account changes.
- Determined accurate prices for customer services, consistently searching for deals and best prices.
- Led on- and off-site customer support teams across multiple time zones.
- Oversaw warranty counseling process to manage expense controls.
Education
MBA - Operations Management and Supervision
Sikkim Manipal University
Gangtok01.2015
Bachelor of Science (B.Sc.) - Information Technology
Kuvempu University
Shankaraghatta, Shimoga01.2010
GNIIT - Computer Software Engineering
NIIT
01.2010
High School Diploma -
Blue Bells Model School
01.2006
Our Lady Of Fatima Convent School
01.2003
Skills
- Customer Success
- Customer Experience Management
- Operations Management
- Project management
- Customer onboarding
- Product training
- Team leadership
- Requirement gathering
- Process improvement
- Stakeholder collaboration
- User acceptance testing
- Effective communication
- Problem solving
- Mentoring and coaching
- Client relationship management
- Work prioritization
Languages
Hindi, English
Honors-Awards
You Earned It - Certificate Of Appreciation, Platinum Team Of The Year Award, Gold Award for Operational Excellence, Gold Award for Operational Excellence, Gold Award for Business Excellence
Timeline
Manager - Channel Implementation
Birdeye Software India Pvt. Ltd.
01.2018 - Current
Business Analyst
Fidelity Investments
01.2016 - 12.2016
Senior Customer Service Specialist
Aon
05.2011 - 10.2015
MBA - Operations Management and Supervision
Sikkim Manipal University
Bachelor of Science (B.Sc.) - Information Technology
Kuvempu University
GNIIT - Computer Software Engineering
NIIT
High School Diploma -
Blue Bells Model School
Our Lady Of Fatima Convent School