Toshiba Gupta
Pune
Summary
Experienced professional skilled in overseeing and coordinating multi-departmental operations. Demonstrated expertise in process optimization, team leadership, and exceptional customer service. Achieves positive outcomes, enhancing customer satisfaction, increasing revenue, and reducing costs through data-driven strategies.
Overview
6
6
years of professional experience
Work History
Shipping Team Leader
AcquireX
03.2023 - Current
- Implemented productivity dashboards, cutting resolution time and improving service delivery
- Reduced order processing time and ensured full vendor compliance for international shipments
- Led fraud detection initiatives, saving substantial costs and resolving shipping discrepancies
- Developed a knowledge management system, enhancing team efficiency and query resolution
- Scaled a team from 2 to 10 to optimize order processing and manage high-volume operations for an international client based in the USA
Customer Success Manager
Solar Square energy
04.2022 - 12.2022
- Improved onboarding and boosted NPS by 15 points within 4 months
- Launched a referral program, increasing lead generation and strengthening reputation
- Reduced customer escalations by 20% and ensured smooth plant commissioning for 50+ clients
- Trained new recruits, reducing onboarding time and increasing productivity
- Collaborated cross-functionally to ensure a seamless customer experience
Customer Service Team Lead
Minimalist/Freewill | Uprising Science Pvt. Ltd.
12.2019 - 03.2022
- Increased customer retention and achieved a 95% satisfaction rate
- Processed 300+ orders during COVID-19, earning recognition for resilience
- Established a QA process, reducing inquiry volume and resolution time by 30%
- Handled grievances, reducing churn by 15% and improving team efficiency
- Implemented an MS Office-based communication strategy that increased team efficiency ensuring faster, more accurate responses
Virtual Customer Service Representative
Amazon
06.2019 - 11.2019
- Managed 80+ calls daily with the highest CSAT score in the team
- Improved team performance with a 15% enhancement in AHT
- Increased customer satisfaction by 10% through effective problem-solving
- Collaborated with escalation desk, reducing query resolution time by 20%
Education
Bachelor of Commerce -
Rajasthan University
05.2019
Skills
- Operational Efficiency Enhancement
- Data-driven strategic planning
- Customer Satisfaction Strategies
- Team leadership
- Process Optimization
- Collaborative Relationship Building
- Supply Chain Operations
- Cross-Functional Collaboration
- Stock Management
- Workflow optimization
- Vendor Management
Timeline
Shipping Team Leader
AcquireX
03.2023 - Current
Customer Success Manager
Solar Square energy
04.2022 - 12.2022
Customer Service Team Lead
Minimalist/Freewill | Uprising Science Pvt. Ltd.
12.2019 - 03.2022
Virtual Customer Service Representative
Amazon
06.2019 - 11.2019
Bachelor of Commerce -
Rajasthan University
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