Saurav Deora
New Delhi
Summary
Customer retention manager with 7+ years of experience in relationship management and loyalty program implementation. Expertise in analyzing customer feedback to enhance marketing strategies and address complaints. Proven track record of driving increased customer engagement and retention rates.
Overview
9
9
years of professional experience
Work History
Customer Retention Manager
American Express
Gurugram
01.2018 - 09.2025
- Developed customer retention strategies to enhance loyalty and engagement.
- Analyzed customer feedback to identify areas for service improvement.
- Collaborated with marketing to create targeted retention campaigns.
- Implemented loyalty programs to reward repeat customers effectively.
- Trained/Mentored new team members with help of Genesys tool for call evaluations useful for insights and improvements.
- Resolved customer complaints promptly to maintain satisfaction levels.
- Conducted regular reviews of retention metrics with team to inform strategic decisions. Alsop performed data analysis using MS Excel.
- Resolved customer complaints promptly and professionally.
- Provided technical support and troubleshooting assistance during COVI-19 situation for work from home environment in setting up PC/laptops.
Customer Service Representative
Convergys
Gurugram
07.2016 - 09.2017
- Assisted customers with product inquiries and order processing.
- Guided customers in selecting products that meet their needs and preferences.
- Collaborated with team members to improve service efficiency and quality.
- Provided feedback to management on recurring issues for process improvement.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Developed positive relationships with customers through friendly interactions.
- Identified opportunities for upselling additional products or services based on customer needs.a
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Provided top quality control and eliminated downtime to maximize revenue.a
Education
BBA - Banking And Finance
Maharaja Surajmal Insititute, GGSIPU
New Delhi07-2016
High School Diploma -
K R Mangalam World School
New Delhi03-2013
Skills
- Customer loyalty
- Data analysis
- CRM software
- Marketing campaign strategy
- Loyalty program development
- Customer relationship management
- Quality inspection
- Inventory management
- Service improvement
- Effective communication
- Training and mentoring
- Feedback assessment
Affiliations
- Enjoy gardening during weekends
- Knows how to cook with big appetite as well for it.
- Travelling once in a while as its important for one's story
Timeline
Customer Retention Manager
American Express
01.2018 - 09.2025
Customer Service Representative
Convergys
07.2016 - 09.2017
BBA - Banking And Finance
Maharaja Surajmal Insititute, GGSIPU
High School Diploma -
K R Mangalam World School
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