Customer Service Management

SAURABH MEHTA

E-Mail: ***************@*****.***

Contact: +91-981*******

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SENIOR PROFESSIONAL

In quest of challenging assignments in Operations Management & Process

Improvements preferably in BPO/ Service Industry and Analytics

Location Preference: Delhi, Gurgaon, NOIDA

Profile Summary

Dynamic professional offering nearly 12 years of rich experience in:

Operations Management Process Enhancement

Business Analysis

Service Delivery CRM

Reporting & Documentation

Business Excellence Project Management

Team Leadership

. Proven track record of managing processes/ SOPs and streamlining workflow

& creating team work environment to enhance productivity innovatively

. Proficient at managing & leading teams for running successful process

operations & experience of developing procedures, service standards for

business excellence

. Adeptness in providing guidance and leadership to staff in accordance

with specified program objectives

Core Competencies

Operations Management

. Monitoring the overall functioning of processes, identifying improvement

areas and implementing adequate measures to maximise customer

satisfaction level

. Managing service operations for rendering and achieving quality services;

providing first line customer support by answering queries & resolving

their issues, ensuring minimum TAT

SLA Management

. Setting out quality standards for various operational areas, ensuring a

high-quality customer experience, while adhering to the SLAs and work

processes

. Creating awareness for driving the projects and process improvement

strategy & methodology, ensuring maximum operational efficiency;

conducting root-cause analysis and taking preventive measures for

repeated escalations

Customer Relationship Management

. Mapping clients, identifying improvement areas & implementing measures to

maximize customer satisfaction levels

. Ensuring continuous interaction with the customer to make sure that area

of concern can be worked upon for improved service levels

Team Management

. Recruiting, leading, training and monitoring performance of the team

members for maintaining excellence in the service operations within norms

. Implementing performance management process including objective setting,

development planning and quarterly/annual performance reviews

. Leading, mentoring and monitoring the performance of team members to

ensure efficiency in process operations

. Administering performance management by sampling live cases, voice of

customer surveys and delivering trainings to team members to improve

their problem solving abilities

Work Experience

Feb'07- Feb'14: American Express India (Pvt.) Ltd., Gurgaon as Lead Analyst

- Billing and Payment Services

Key Result Areas:

. Established the goals and objectives, explained metrics and achieved key

milestones

. Conceptualized and implemented plans to maximize resource and time

. Implemented contingency options and prioritized multiple tasks within TAT

. Made on-the-spot decisions as per requirements after understanding the

needs of escalated issue

. Provided guidance and leadership to staff in accordance with specified

program objectives

. Liaised with support functions viz. Quality, Resource Planning Centre,

HR, etc. to ensure smooth business operations

Highlights:

. Holds the credit of winning Brand Ambassadors award from Top Management

for demonstrating Blue Box Value(s) and showing boundary less behaviour

. Recognized as SME for process served such as Reconciliation

. Successfully trained new hires and ramped up batches in review

. Adroitly received positive feedback and appreciation from senior

management for the Lowest bottom box scores

. Distinction of receiving:

o Great Voice of Customer Award on different occasions for significant

service delivery

o Moments of Magic Award for driving quality on the floor

. Stellar in generating several approved lean ideas for different processes

such as Reconciliation, Deputes Resolution Network

Assignment Handled:

For Reconciliation related to Billings and Payments

. Led a team of 14 members and performed gamut of operations such as:

o Resolving card member's issues and sending resolutions via letters and

e-mails

o Providing process trainings to the new hires

o Handling conference calls with the team in USA for reviewing team

performance and business strategy

o Preparing dashboards for the operational and process owners' reviews

o Ensuring process changes were documented and enhancing knowledge on

changes to process

. Handled Process escalations and provided Floor Support

. Maintained customer based metrics every month (Accuracy, CTR and

Productivity)

. Handled:

o SLA Reports and teams 's productivity reports

o Process Excellence by following SOP defined for the process

o MIS reporting on a daily basis (Daily Production Report, Accuracy

Report, Daily Call data, Error Analysis, etc.)

Oct'5- Jan'07: Vertex India (Pvt.) Ltd., Gurgaon as Senior Business

Associate

Highlights:

. Essayed a key role in:

o Calling customers to remind them about timely payment(s)

o Collection of payment(s) over the phone via credit card(s)

o Led team meetings and discussed quality errors within the team for

process improvement

Previous Experience

Nov'04- May'05: IBM Daksh, Gurgaon as Customer Service Specialist

Jan'02- Oct'04: Afcons Infrastructure (Pvt.) Ltd., New Delhi as Site

Engineer - Delhi Metro Rail Projects

Education

. BE- Civil Engineering from G.B Pant, Okhla, Delhi in 1999

IT Skills

. Operating Systems : Windows - XP/7

. Software Package : MS-Office 2003-2007 (Word, Excel)

Personal Details

Date of Birth : 08th September, 1978

Languages Known : English, Hindi

Address : 8A\17, Rajinder Nagar, New Delhi-110060

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