Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic
Soubhagya Kumar

Soubhagya Kumar

Experience Support Manager
Hyderabad

Summary

Talented Customer Support Manager with expertise resolving issues within set time limits to maximize customer satisfaction. Excels at building customer loyalty and generating repeat business opportunities. Proven experience implementing large-scale customer service processes and managing support teams that span multiple locations. Results-oriented Customer Support Manager with 7.5 years of experience meeting deadlines while increasing company revenue and productivity. Leverages troubleshooting, relationship development, negotiations and process improvement to deliver departmental results. Thrives in high-pressure environments and excels in corrective action and strategic planning to implement and communicate departmental objectives and service levels.

Overview

7
7
years of professional experience

Work History

Customer Support Manager

myPaisaa
Hyderabad
07.2023 - Current
  • Improved SOP to create maximum customer satisfaction and facilitate regulatory compliance.
  • Supported senior leadership by delivering Dail . Weekly / Monthly status and performance reports for continuous improvement.
  • Revised department schedules to maximize coverage during peak hours.
  • Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
  • Worked on Monthly NPS to improve overall customer satisfaction ratings.
  • Created and maintained sales environment to support business objectives. (Achieved 10 Cr Business in 2 Months)
  • Implemented the WhatsApp chatbot to enhance user experience during off-hours by addressing basic customer queries.

Team Manager

Dunzo Digital
Bangalore
06.2019 - Current
  • B2B, B2C, Pick Up n Drop (Chat, Outbound Call Email Process)
  • Created my dream Team and trained agents on customer service best practices, resulting in a +95% improvement in customer support quality
  • Developed and maintained customer service support systems to streamline customer interactions and increase customer satisfaction (2.6 to 4.4)
  • Suggested Product Team to develop a customer support chat bot that answered customer general inquiries quickly and accurately, reducing support CR
  • Conducted performance reviews and provided meaningful feedback to team members, resulting in improved morale and motivation
  • Facilitated regular team meetings to ensure alignment on objectives and strategies
  • Able to use data to make decisions, simplify complex problems and express themselves thoughtfully
  • Advanced troubleshooting and multi-tasking skill
  • Experience in managing multiple stakeholders, Proven experience of 4+ years in B2B and B2C, Proven track record of achieving customer satisfaction goals

Sr Customer Support Executive

Aegis Ltd
Bangalore
05.2017 - 05.2019
  • E-Commerce (Inbound & Outbound Call, Chat Process)
  • Conducted thorough investigations and gathered necessary data to provide accurate solutions to customer issues through Email, Chat and Call.
  • Established a rapport with customers and provided exceptional service that resulted in customer sanctification
  • Analyzed customer feedback and identified areas for improvement
  • Handled customer service inquiries and complaints in a timely and professional manner

Education

Bachelors of Engineering -

Indic Institute of Design & Research
05.2014

Skills

  • Ability to Work in a Team
  • Teamwork
  • People Manager Leadership
  • Conflict Resolution
  • Training Programs
  • Ability to Work Under Pressure
  • Communication Skills
  • Microsoft Office
  • Jira
  • Freshwork
  • Tableau
  • Redash
  • Social Media Monitoring
  • SLA Management
  • Decision-Making

Accomplishments

  • The Captain America Award <> Best Manager of the H1 2023 (01/2023 - Present)
  • Thank u so much for always being there 4 all the Merchant Experience Team! Your hard work and dedication towards the team is inspiring 2 all of us. Handling 70+ folks single handedly and still being appreciated by them shows the skills you possess.
  • Advanced from Operator to Team Manager quickly as result of CSAT achievements.
  • Investigated, identified and reconciled account discrepancies totaling Rs 8L in company savings.
  • Recognized by management for Q4 Great Manager behaviors, leading to increased NPS
  • Worked directly with senior leadership to develop in-house escalations Team to enhance Merchant's Experience in a quicker TAT

Timeline

Customer Support Manager

myPaisaa
07.2023 - Current

Team Manager

Dunzo Digital
06.2019 - Current

Sr Customer Support Executive

Aegis Ltd
05.2017 - 05.2019

Bachelors of Engineering -

Indic Institute of Design & Research

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Soubhagya KumarExperience Support Manager