Swapnil Pancholy
Customer Success Lead
Bangalore
Summary
A hard-working, professional, and conscientious person who enjoys the challenge of both leading and managing people, and also seeing projects and tasks through to successful completion. I pride myself on a strong work ethic and an ability to motivate a team in order to get the best out of them.
Overview
7
7
years of professional experience
13
13
years of post-secondary education
1
1
Certificate
2
2
Languages
Work History
Team Lead
Unacademy
Bangalore
10.2019 - Current
- Joined as Associate Content operation & Customer Success
- Responsible for resolving learner queries and delivering experience along with cross functional role of working with content team, live monitoring team and techincal team.
- Promoted to Team Lead of customer service for displaying outstanding performance, management & leadership skill.
- Responsible for daily operation, staffing, rostering, shift management, daily/monthly report with KPI targets and OKR's.
- Reported on updates to project specifications and progress.
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
- Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
- Took on additional job duties during unexpected backlog, resulting in meeting project target date.
- Developed monthly and daily production output plans to deliver on customer service and financial metrics.
- Directed and supervised team of 25-30 associates & SME.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Developed dynamic ownership skills by resolving challenging situations. Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Recommended new process, SOP's & tools, assisted in designing BOT resulting in enhanced CSAT along with reduction in volumes.
Senior Associate, Customer Delight
Swiggy - Bundl Technologies pvt ltd.
Bangalore
04.2018 - 08.2019
- Handled chats & calls in the firm and have always performed and met the KRA/KPI metrics assigned.
- Horizontal movement twice from BAU unit to Swiggy Super (Premium Customer based service) & then CC (Customer Care ) Lab where we researched on all aspects (KPI, Metrics, process, Responses ) and developed various SOP's & parameters.
- Worked towards enhancing overall support team metrics by sharing inputs to associates/TL's..
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Updated account information to maintain customer records.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Exhibited high energy and professionalism when dealing with clients and staff.
Business Development Officer
United Group
03.2017 - 03.2019
- Worked with a very limited team of 10 individuals handling overall operations from Sales to Support along with assisting founder for various projects
- Have got great exposure to learn various functions and work of different departments
- Achieved Sales Targets
- Converted Business Tie-up deals with around 75%
- Handled all assigned tasks efficiently and finished within deadlines
Intern
Myntra, Swapnil Pancholy
02.2014 - 04.2014
- Page 1
- Joined as an intern and been part of various teams
- Learned how various departments work and their responsibilities
- Completed all assigned tasks within the deadline
- Created Major Project of Challenges In Overall Operation & Its Impact On Customer Experience
- Prepared a detailed report on each factor
- Shared inputs on how we can enhance customer experience.
- Researched and reviewed information in support of daily objectives.
- Took meeting notes and compiled paperwork to support department.
- Developed business, financial and analytical skills in fast-paced work environment.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Analyzed problems and worked with teams to develop solutions.
Ticketing Officer
TicketGenie India
07.2013 - 01.2014
- Handled end-to-end IPL ticketing operation in the company along with distribution of tickets to various partner vendors and special stakeholders
- Incharge of Printing Tickets, Activation, Distribution to our ticket agents/Partner Sellers, Calculating daily sales, Cash tally
- Collection of ticket leaflets after every match, reconciling it with sales number and sharing tally reports
- Lead team of 8 freelancers for the daily operation of ticket activation, distribution, and cash collection/ submission.
Freelance
DNA Network Private Limited
03.2013 - 07.2013
- Joined as Freelancer in the company and was part of DLF-IPL 6 franchise
- Worked with KSCA officials and handled KSCA Members' ticket allotment/purchase
- Handled Kiosk Sales of RCB Merchandise in UB City Mall
- Moved to UB Towers office for handling ticketing for UB Group Employees
- Handled complete process from booking, discount till delivery and cash tally.
Education
Bachelor of Business Administration - BBA - Business Administration and Management, General
Jain University
Bangalore 06.2011 - 07.2015
PUC - Political Science and Government ; commerce
Cathedral Composite PU College & High SchoolII
01.2009 - 01.2011
ICSE 10th - undefined
Baldwin Boys High School
01.2003 - 01.2010
Skills
Service standard compliance
Complaint resolution
Report preparation
Technical Support
Staff mentoring & leadership
Inter-department collaboration
Revenue growth
Strategic planning
Staff Management
Schedule Management
Certification
Certified Public Speaker - Toastmasters UK - Toastmasters International
Timeline
Team Lead
Unacademy
10.2019 - Current
Senior Associate, Customer Delight
Swiggy - Bundl Technologies pvt ltd.
04.2018 - 08.2019
Business Development Officer
United Group
03.2017 - 03.2019
Intern
Myntra, Swapnil Pancholy
02.2014 - 04.2014
Ticketing Officer
TicketGenie India
07.2013 - 01.2014
Freelance
DNA Network Private Limited
03.2013 - 07.2013
Bachelor of Business Administration - BBA - Business Administration and Management, General
Jain University
06.2011 - 07.2015
PUC - Political Science and Government ; commerce
Cathedral Composite PU College & High SchoolII
01.2009 - 01.2011
ICSE 10th - undefined
Baldwin Boys High School
01.2003 - 01.2010