Summary
Overview
Work History
Education
Skills
Certification
Languages
Websites
Accomplishments
Timeline
Generic

Sumit Saxena

Lucknow

Summary

Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Customer Service Specialist

Amazon
Lucknow
09.2020 - Current
  • Investigated escalated customer complaints utilizing problem-solving skills to identify root causes of issues.
  • Collaborated with colleagues from other departments in order to resolve customer concerns quickly.
  • Researched complex issues raised by customers, identified solutions, and provided timely responses.
  • Responded to customer emails with accurate product and service information.
  • Generated reports on customer feedback, trends, and other metrics for management review.
  • Maintained a high level of professionalism while interacting with customers via phone or email.
  • Trained new hires on products and services, best practices, and protocols to reduce process gaps.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
  • Mentored junior team members and managed employee relationships.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.

Customer Service Executive

Startek
Lucknow
05.2019 - 08.2020
  • Communicated effectively with team members to ensure timely response times for customers.
  • Monitored customer feedback regularly to identify areas for improvement in services offered.
  • Resolved customer complaints in a timely manner while maintaining professional attitude.
  • Performed follow-up calls to customers regarding their inquiries or orders.
  • Assisted customers with product returns or exchanges according to established guidelines.
  • Tracked customer complaints and followed up to ensure resolution was achieved.
  • Assisted with customer inquiries related to product information, order status, returns and exchanges, billing issues and more.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Mentored junior team members and managed employee relationships.
  • Prepared and evaluated CRM reports to identify problems and areas for improvement.

Sales Executive

Vodafone
Lucknow
10.2014 - 06.2018
  • Responded promptly to inquiries from potential customers about product features or pricing plans.
  • Implemented processes for cross-selling products or services based on customer needs.
  • Identified new potential markets and developed plans for targeting them.
  • Monitored feedback from customers regarding product quality and suggested improvements accordingly.
  • Utilized CRM software to track leads and manage accounts throughout sales cycle.
  • Trained junior sales staff on techniques for improving customer service experience.
  • Negotiated contracts with clients on behalf of the company.
  • Developed and implemented sales strategies to meet customer needs and increase revenue.
  • Used cold calling and networking to sell products and services.
  • Identified and targeted new business opportunities through market research and analysis.
  • Utilized CRM software to manage customer interactions and sales processes efficiently.
  • Trained and mentored junior sales representatives and team members.
  • Ensured compliance with sales policies, practices, and legal requirements.
  • Set and monitored sales targets for individual team members and the team as a whole.
  • Answered store and merchandise questions and led customers to wanted items.
  • Performed floor moves, merchandising, display maintenance and housekeeping to keep sales areas well-stocked, organized and current.

Education

MBA - Marketing

M C Saxena College of Engineering & Technology
Lucknow
07-2014

Bachelor of Computer Applications - Computer And Information Sciences

Invertis College
Bareilly
08-2011

Intermediate - Science Education

SVM Inter College
Puranpur
08-2008

High School -

SVM Inter College
Puranpur
06-2006

Skills

  • Account Management
  • Complaint resolution
  • Customer Order Management
  • Report Generation
  • Customer Retention
  • Customer Service

Certification

Gemba Certificate

May 2023

Languages

Hindi
First Language
English
Advanced (C1)
C1

Websites

Accomplishments

  • Awarded for the best sales person in Vodafone.
  • Awarded as Best Manager in one of the contest launched by Store manager.

Timeline

Customer Service Specialist

Amazon
09.2020 - Current

Customer Service Executive

Startek
05.2019 - 08.2020

Sales Executive

Vodafone
10.2014 - 06.2018

MBA - Marketing

M C Saxena College of Engineering & Technology

Bachelor of Computer Applications - Computer And Information Sciences

Invertis College

Intermediate - Science Education

SVM Inter College

High School -

SVM Inter College

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Sumit Saxena