Siddharth Gupte
Customer Service Manager
Pune
Summary
Motivated professional well-versed in building productive relationships, resolving complex issues and winning customer loyalty. Brings 7-year background maintaining customer satisfaction and contributing to company success. Goal-oriented Customer Service Manager with 2.5 years of experience in leadership roles. Detail-focused and driven to help employees succeed in meeting and exceeding sales goals. Charming salesperson skilled in communication and collaboration for best-in-class service. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
9
9
years of professional experience
3
3
Languages
Work History
Customer Service Team Manager
Amazon Development Center
01.2021 - Current
- Followed through with client requests to resolve problems
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques
- Resolved customer complaints while prioritizing customer satisfaction and loyalty
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags
- Researched and observed emerging markets and market shifts to take advantage of potential leads and new markets
- Kept accurate records to document customer service actions and discussions
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals
- Collaborated with marketing department to launch and manage promotional activities and campaigns
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information
- Researched and corrected customer concerns to promote company loyalty.
- Opened and maintained multiple customer accounts by recording account information
Customer Service Team Leader
Amazon
04.2018 - 04.2021
- Contributed to the development of policies and procedures that enhanced the overall customer experience.
- Facilitated regular team meetings to discuss progress, challenges, and areas for improvement.
- Enhanced customer satisfaction by promptly resolving issues and addressing concerns.
- Mentored new hires, providing guidance to ensure their successful integration into the team.
- Promoted open communication channels among team members for better alignment on goals and objectives.
- Achieved high levels of customer satisfaction with timely problem resolution and effective communication.
- Managed escalated customer complaints, ensuring swift resolution and preventing further dissatisfaction.
- Handled day-to-day customer contact via phones, faxes, and emails.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Customer Service Associate
Amazon Development Center
01.2017 - 12.2018
- Coached team members in techniques necessary to complete job tasks
- Trained new team members by relaying information on company procedures and safety requirements
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions
- Worked different stations to provide optimal coverage and meet production goals
- Designed strategic plan for component development practices to support future projects
- Developed monthly and daily production output plans to deliver on customer service and financial metrics
- Mentored and guided employees to foster proper completion of assigned duties
- Built strong relationships with customers through positive attitude and attentive response
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations
- Worked with team to identify areas of improvement and devised solutions based on findings
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
Customer Service Representative
WNS Pvt. LTD
10.2015 - 01.2017
- Updated account information to maintain customer records
- Answered constant flow of customer calls with minimal wait times
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Answered customer telephone calls promptly to avoid on-hold wait times
- Offered advice and assistance to customers, paying attention to special needs or wants
- Responded to customer requests for products, services, and company information
- Developed customer service policies and procedures to meet and exceed industry service standards
- Participated in team meetings and training sessions to stay informed about product updates and changes
- Handled customer inquiries and suggestions courteously and professionally
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management
- Created and maintained detailed database to develop promotional sales
- Maintained up-to-date knowledge of product and service changes.
Education
Master Of Business Administration - Operations Management
Pune University
Pune04.2020
Bachelor Of Computer Science - Computer Science
Sinhgad College of Science
Pune06.2018
Skills
Product Knowledge and Location; consulting a mate if I need assistanceundefined
Additional Information
Learning about new Space explorations, Running, Adventure Sports, Trekking, Physical Fitness., Solo Riding and Travelling., Reading books, Astronomy & Cosmos enthusiast.
Work History Summary
Customer Service Team Manager, Amazon Development Center, Pune, 01/2021, Present, Followed through with client requests to resolve problems. Trained and regularly mentored associates on performance-oriented strategies and customer service techniques. Resolved customer complaints while prioritizing customer satisfaction and loyalty. Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags. Researched and observed emerging markets and market shifts to take advantage of potential leads and new markets. Kept accurate records to document customer service actions and discussions. Actively listened to customers, handled concerns quickly and escalated major issues to supervisor. Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals. Collaborated with marketing department to launch and manage promotional activities and campaigns. Assisted with pricing questions, inventory availability and changes to existing order and shipping information. Researched and corrected customer concerns to promote company loyalty.
Education Summary
- JSPM Group of Institutes, Hadapsar, Pune, 411028, Operations and Supply Chain Management, MBA 2020, 7.2
- Sinhgad Institute of Science, Pune, 411028, Computer Science, Bachelor of Computer Science
Timeline
Customer Service Team Manager
Amazon Development Center
01.2021 - Current
Customer Service Team Leader
Amazon
04.2018 - 04.2021
Customer Service Associate
Amazon Development Center
01.2017 - 12.2018
Customer Service Representative
WNS Pvt. LTD
10.2015 - 01.2017
Master Of Business Administration - Operations Management
Pune University
Bachelor Of Computer Science - Computer Science
Sinhgad College of Science
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