SIDDHESH DESAI
Mumbai
Summary
Dynamic customer care professional with a proven track record at Hopscotch, excelling in escalation handling and team coaching. Spearheaded workflow optimizations that enhanced efficiency and reduced issue resolution time. Adept in data analysis and cross-functional collaboration, consistently achieving service benchmarks while fostering a culture of empathy and problem-solving.
Overview
7
7
years of professional experience
Work History
Team Lead - Customer Care
Hopscotch
Mumbai
07.2024 - Current
- Mentored and led team of customer service associates to enhance customer experience.
- Designed and implemented workflow improvements to eliminate inefficiencies.
- Automated workforce planning and daily break schedules using Google Apps Script.
- Ensured adherence to internal Escalation Matrix, reducing issue resolution time.
- Collaborated with operations and logistics teams to optimize courier coordination and delivery times.
Senior Customer Associate, Customer Care
Hopscotch
Mumbai
06.2022 - 06.2024
- Resolved customer queries via email, chat, and phone with precision and empathy.
- Achieved service benchmarks in first response time and resolution rate consistently.
- Proposed workflow enhancements that reduced handling time while increasing accuracy.
- Executed refund processes, ensuring compliance with company policies.
- Addressed customer issues on social media to uphold brand integrity.
- Managed supervisor escalations for reverse/forward orders and refund creation effectively.
Customer Associate, Customer Care
Hopscotch
02.2019 - 06.2022
- Answered questions about product features, pricing options, return, refund and availability.
- Listened attentively to customer complaints, resolving issues promptly and effectively.
- Recorded inquiry details and actions taken to assist customers or resolve problems.
Education
Bachelor of Science - IT
Mumbai University
Mumbai, MaharashtraHigher Secondary Certificate -
Maharashtra Board
MaharashtraSecondary School Certificate -
Maharashtra Board
MaharashtraSkills
- Escalation handling
- Team coaching
- Performance management
- Workflow and process optimization
- Refund and delivery management
- Data analysis and reporting
- Google Sheets and Excel
- Workforce planning and scheduling
- Cross-functional collaboration
- Communication skills
- Problem-solving
Additional Highlights
- Experienced in designing WFM tools and process automation using Google Sheets & Apps Script.
- Proven record in fixing bad flows and optimizing end-to-end customer service processes.
- Flexible and reliable, with a strong ownership mindset to ensure smooth operations beyond shift hours.
Languages
English
Advanced (C1)
C1
Hindi
Advanced (C1)
C1
Marathi
Proficient (C2)
C2
Timeline
Team Lead - Customer Care
Hopscotch
07.2024 - Current
Senior Customer Associate, Customer Care
Hopscotch
06.2022 - 06.2024
Customer Associate, Customer Care
Hopscotch
02.2019 - 06.2022
Bachelor of Science - IT
Mumbai University
Higher Secondary Certificate -
Maharashtra Board
Secondary School Certificate -
Maharashtra Board