Bikes and Cars
SURAJ P
Escalation Manager
Bangalore
Summary
Escalation Manager with over 11+ years of experience and an extensive background in customer service and team leadership. Collaborating with coworkers to promote a supportive and empowering workplace culture. Strong competencies for addressing operational issues and concerns quickly. Acts as an escalation gate, and schedules new projects as per business requirements. Flexible and works well independently and collaboratively with other departments. Strong organizational and communications skills for thinking quickly and solving problems in fast-paced environment. Adept at handling multiple tasks efficiently and accurately, exhibiting professionalism and maintaining confidentiality at all times.
Overview
11
11
years of professional experience
2
2
years of post-secondary education
2
2
Certifications
Work History
Escalation Manager
KAPTURE
Bangalore
07.2023 - 11.2023
- I have made several improvements to the Escalation process, including handling client escalations and resolving long-standing issues from the Tech and Implementation Team
- I monitor the complaints queue and delegate tasks to individuals to ensure that all issues are resolved efficiently
- I have also contributed to reducing the overall ticket count and helped design standard operating procedures for the process
- Additionally, I optimize team strengths by identifying individual strengths and weaknesses and delegating work accordingly.
Sr. Escalation Supervisor
CAMDEN TOWN TECHNOLOGIES ZEST MONEY
Bangalore
01.2021 - 10.2022
- Worked directly under the Top management
- Handled Founders' escalation along with consumer forum Complaints
- Handled Police complaints along with Fraud related issues
- Handled RBI escalations and Cibil related issues for the consumer and the company
- Handled walk-in customers along with Lender and vendor escalation
- Helping new joiners with the process and product OJT
- Monitoring the queue of complaints and delegating individual assignments to complete the task
- Handled escalation calls as Manager
- Helped in designing SOPs for the process
- Prepared content for training purposes
- Optimizing team strength, identifying individual strengths and weaknesses, and delegating work.
SENIOR SAFETY TEAM SUPERVISOR
ANI TECHNOLOGIES OLA CABS
Location
02.2016 - 07.2020
- Handled safety-related issues pertaining to Customers and Driver partners along with CEO escalations, social media escalations, and consumer forum Complaints
- Also handled Police calls and coordinated with the Legal team
- Worked directly under the Top management
- Handled escalation calls as Team manager and delegated tasks
- Training new joiners about the process and guiding them.
Business Development Manager
BOB ePROCURE
Bangalore
02.2015 - 01.2016
- Handled Sales, vendor registration, lead generation
- Demo of the product, training newcomers and also recruiting people
- Set the process and created a workflow, helped in creating a platform for sales in the USA for the company
- This involved planning, coordination and commitment, this ensured the sales targets were met, along with a fair distribution of tasks and effective communication amongst all staff members.
Senior Executive
Myntra
Bangalore
08.2012 - 01.2015
- Handled return queries of the customer, coordinating with different teams and brands for approval also, and handled refund-related customer queries
- Trained newcomers on returns related processes.
Education
Bachelor of Commerce -
Dr. C.V. Raman University
01.2015 - 01.2017
Skills
Team Building and Leadershipundefined
Additional Information
- Involved in team-building activities.
- Worked as a Promoter for Samsung for 3 yrs.
- Worked as a Stall In-charge and Manager for Videocon and Sharp respectively for 1 yr.
- Also worked as a promoter for Royal Enfield, IBM Notepads, Satyam, Castrol Bike zone and many more.
Certification
Introduction to Artificial Intelligence.
Interests
Touring
Music
Meeting new people
Timeline
Introduction to Artificial Intelligence.
12-2023
Escalation Manager
KAPTURE
07.2023 - 11.2023
Digital Leadership in Business
01-2023
Sr. Escalation Supervisor
CAMDEN TOWN TECHNOLOGIES ZEST MONEY
01.2021 - 10.2022
SENIOR SAFETY TEAM SUPERVISOR
ANI TECHNOLOGIES OLA CABS
02.2016 - 07.2020
Business Development Manager
BOB ePROCURE
02.2015 - 01.2016
Bachelor of Commerce -
Dr. C.V. Raman University
01.2015 - 01.2017
Senior Executive
Myntra
08.2012 - 01.2015
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