Overview
Work History
Timeline
Generic

Sourabh Singh Rawat

Overview

4
4
years of professional experience

Work History

Subject Matter Expert (S.M.E)

Teleperformance
04.2024 - 02.2025
  • Lead the team of 20+ support advisors under the leadership of a Team Leader
  • Help the new hires to get hands on experience with the Product tools to assist the customers without compromising with the quality of customer experience (CX)
  • Achieve the overall target of customer satisfaction score as a team, maintain the AHT, drive the CPA target of the team and maintain the H2F as well
  • Take pre-shift as well as post-shift of the associates to aware about any latest process updates, policies and drive the team performance as a unit
  • Handle any sort of customer escalation and if required, escalate the instances to the Level 2 team to deliver best possible resolution to the customers
  • Self-login in order to meet the CPA target, shrinkage of the team or to contribute to the H2F whenever required
  • Achieved the highest customer experience (CX) score as a team thrice in a row from November 2024 to January 2025 within the entire LOB

Technical Support Executive

Teleperformance
02.2023 - 04.2024
  • Respond to customer inquiries & concerns through various communication channels (calls, chat, email, tickets) in a timely and efficient manner
  • Resolve customer issues and escalate situations to higher management when necessary
  • Provide accurate, valid and comprehensive information using appropriate customer service methods and tools
  • Offer proper solutions to customer issues within reasonable time limits
  • Maintain records of customer interactions and follow up on SFDC tool to ensure smooth and accurate issue resolution
  • Adhere to communication procedures, guidelines, and compliance policies
  • Ensure customer satisfaction and provide professional customer support
  • Maintain a positive, empathetic, and professional attitude toward customers at all times
  • Provide technical/remote assistance through LogMeIn tool on platform features and troubleshoot user issues
  • Follow up with users to ensure issues are resolved and they are utilizing available services
  • Experience using help desk software (e.g., Zendesk, Salesforce) and remote support tools
  • Maintaining the customer satisfaction score (CSAT) every month as per the client needs and process guidelines
  • Delivering the daily CPA target along with the prescribed AHT to achieve the client and self KPIs

Data Processing Executive/ Business Development Executive

Batish Technologies Pvt. Ltd.
09.2021 - 02.2023
  • Finding new leads, businesses, companies, people in USA / India on daily basis via various resources like LinkedIn, Google etc
  • Reach out to the new leads through their email or LinkedIn profiles and offer services to them (IT Consulting and IT Services)
  • Forward positives responses to the VP, Business Development
  • Got responses via email from Managers / Agents of famous Hollywood Celebrities whose Net worth were in between 5 million USD to 100 Million USD
  • Worked on various other projects also- Basic SRS documentation, preparing modules of the company developed apps/websites
  • Done few research and development tasks as assigned
  • Well versed in prospecting tools / websites like ZoomInfo, Manta.com, Clutch.com, Lusha.com, Datanyze, SignalHire, Rocketreach etc
  • To find or get the details of a particular person or a company
  • Grown my 2 personal LinkedIn profiles with over 1300+ connections in just 4 months
  • During the last few months of my tenure, helped our HR to find candidates and garnered over 150+ CV's for the respective vacant profiles via LinkedIn, Hirect etc

Data Management Executive (D.M.E)

Radiant Cash Management Services Pvt. Ltd.
03.2021 - 09.2021
  • MIS reporting and maintenance of data with decent accuracy in company ERP solutions (Radiant Sandesh & Radmus)
  • Manage regular cash pickups from customers from the associated cash executives
  • Handle customer queries or issues and try to resolve them on priority basis
  • Manage the stationeries of cash executives and deliver them when needed
  • Co-ordinate with cash executives for regular cash pickups from the customer and deposit the cash in the bank on the same day itself

Timeline

Subject Matter Expert (S.M.E)

Teleperformance
04.2024 - 02.2025

Technical Support Executive

Teleperformance
02.2023 - 04.2024

Data Processing Executive/ Business Development Executive

Batish Technologies Pvt. Ltd.
09.2021 - 02.2023

Data Management Executive (D.M.E)

Radiant Cash Management Services Pvt. Ltd.
03.2021 - 09.2021

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Sourabh Singh Rawat