SUMAN DOULIYAL
Bengaluru
Summary
Dedicated and results-oriented Senior Executive with 3 years of experience in managing Customer Service strategies and ensuring timely resolution of customer’s and Vendor’s queries. Proven track record of driving operational excellence and building strong relationships with vendors and customers to achieve business objectives.
Overview
3
3
years of professional experience
Work History
Senior Executive
Jumbotail Technologies Pvt Ltd
Bengaluru
12.2022 - 02.2024
- Managed customer escalations and identified necessary changes for Single Points of Contact (SPOCs) / Process timeline to help minimize further escalations and enhance operational efficiency
- Revised current process to establish improved communication channels among internal teams and ensuring more effective use of time
- Root cause analysis and close-looping escalations to CEO and Social Media with end to end follow up
- Proactive monitoring/Repeat and Ageing /FCR and reopen tracking (TJS for tickets, Repeat contacts, Ageing across L2 and other teams) publishing reports on the same
- Managing seller and vendor escalations on both the channels email and as well as inbound channel. ensuring the issues are resolved end to end
- NPS score monitoring and feedback close-looping with relavent stakeholders
- Worked as a single point of contact for remote onboarding and ensured we bring the pending leads count from 11k to ~500
Executive - CRM
Flipkart India Pvt. Ltd
Bangalore
09.2020 - 12.2022
- Maintained high ratings and achieved EE rating.
- Key contributor to Project 1 – FIXR
-Worked for the operations as pilot member for a platform which enables internal employees to share their views around different service offerings and new launches that would happen for the wider customer base. Also, get assistance on existing order and non-order related concerns.
-Shared insights for BOT development. - Constant quality checks made of the agent works and sharing the feedback to overcome the errors. Reporting the same with the respective team leads.
-Identifying aging cases through regular mining of case - Senior Specialist in Project 2 – ACE
-Handling escalations escalated to senior management team.
-Handled detractor cases where the responsibility is to reduce the repeated spammers on social media as well as the stake holders.
Education
Bachelor of Commerce (Accounts & Taxation) - Accounts & Taxation
The Oxford College of Business Management
Bangalore06-2019
Skills
- Follow-up skills
- Call Documentation
- Teamwork and Collaboration
- Call Metrics
- Root Cause Analysis
- Issue Identification
Accomplishments
- Mission Impossible | Flipkart | Q3- 2022
- Ace Employee | Jumbotail | Q3 -2023
Timeline
Senior Executive
Jumbotail Technologies Pvt Ltd
12.2022 - 02.2024
Executive - CRM
Flipkart India Pvt. Ltd
09.2020 - 12.2022
Bachelor of Commerce (Accounts & Taxation) - Accounts & Taxation
The Oxford College of Business Management
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