Suraj Singh

• Established and monitored customer service standards by employing recognized and comprehensive benchmarks.
• Monitored metrics and developed actionable insights to improve efficiency and performance.
• Created customer support strategy to increase customer retention.
• Analyzed marketing data, including market trends, competitor performance and product strengths.
• Analyzed & Improved Net Promoter Score (NPS), Customer Satisfaction (CSAT), Churn rate, Retention rate, Customer Lifetime Value (CLV) or Customer Effort Score (CES).
• Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
• Facilitated penetration of key accounts via strategic planning initiatives.
• Liaised with marketing team to define customer outreach strategy to optimize customer engagement.
• Corrected customer order inconsistencies to support accounting with accurate financial reporting.
• Drove change and improvement for customer support team by identifying enhancements and forwarding suggestions to senior leadership.
• Coached employees to develop strong customer support skills to minimize process issues and meet customer expectations.
• Handled complex and sensitive relations and quality control issues to minimize negative impact to business direction.
• Maximized productivity by supervising, mentoring and scheduling team of 30 customer support personnel to meet organizational and operational objectives.
• Collaborated with cross-functional departments to formulate product and process improvements based on customer feedback.
• Identified call trends to improve efficiency, reduce problem calls and suggest solutions to upper management.
• Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.

Protects organization's value by keeping information confidential.

Develop a strategy the team will use to reach the goal

Maintaining all type of reports.

Provide any training that team member need

Communicate clear instructions to team members

Listen to team member’s feedback

Monitor team members participation to ensure the training they are being provided is being put into use, and also to see

if any additional training is required.

Preparing sales report.

Accomplishes department and organization mission by completing related results as needed.

Auditing Calls

• Develop a strategy the team will use to reach the goal.
• Maintaining all type of report to ensure the production quality.
• Provide any training that team member need.
• Communicate clear instructions to team members.
• Listen to team member’s feedback.
• Monitor team members participation to ensure the training they are being provided is being put into use, and also to see if any additional training is required.
• Preparing sales report.
• Protects organization's value by keeping information confidential.
• Accomplishes department and organization mission by completing related results as needed.

• Calling the sellers to inform them about the E-Commerce and its need.
• Convincing the sellers to sell their products on Amazon Platform.
• Helping the sellers to create the seller account and in the documentation.
• Giving training to the sellers about the platform and to manage their day to day operations.
• Helping the sellers to manage their day to day operations and to grow faster on the platform.
• Protects organization's value by keeping information confidential.

• Driven Selection addition by acquiring new sellers in the field along with Feet on Street Agencies
• Established strong vendor relationships to maintain and support business.
• Tracked and recapped key item performance.
• Planned and coordinated product availability for advertising and promotion purposes.
• Partnered with sales representatives and managers to coordinate delivery and merchandising schedule.
• Created visual marketing and styled window displays.