Customer Service Client

Saptadeep Das

Client Service Manager Case Manager Senior Customer Service Representative

+91-982******* Pune, MH, India *************@*****.*** https://www.linkedin.com/in/saptadeep-d-4b33669b/

PROFESSIONAL SUMMARY

Relationship-oriented B2B Client Service Leader with 9+ years of progressive experience connecting business

with cost saving IT products. Confident in ability to partner with enterprise clients to understand their unique

needs and advise on innovative solutions. Track record of driving consistent 6-figure revenue growth via

acquisition of new accounts and expanding current accounts. Committed to team development, life-long

learning, contributing to team success.

AREAS OF EXPERTISE

•Business Development

•Account Management

•Data Analysis & Report

•SaaS Solutions Sales

•Consultive Sales

•Contract Negotiations

•Customer Service

•Global Relationships

•Product Integration

PROFESSIONAL EXPERIENCE

Client Service Manager February 2017 – Present

IMarketeer Digital Services LLP, Pune MH, India

Throughout my time with a startup organization, was fortunate to be a member of a pioneering team that courageously challenged conventional norms and expanded the horizons of innovation.

Spearheaded the development and implementation of a new marketing strategy, resulting in

a 70% increase in lead generation.

Successfully negotiated contracts with key clients, resulting in a 40% increase in annual revenue.

Played a pivotal role in securing a major client account, contributing to a 60% expansion of the client portfolio.

Led the conceptualization and execution of a fresh marketing approach, culminating in a 30% surge in lead generation.

Directed a diverse portfolio of client accounts, serving as the primary point of contact for all

inquiries and concerns.

Case Manager/Customer Services April 2015 – October 2015

TATA Consultancy Services, Pune MH, India

In my role as a Case Manager, I consistently provided excellent customer service for telephone and broadband connections, resulting in the highest levels of satisfaction.

Focused on delivering exceptional customer service to promptly address client issues

with decisive action.

Consistently achieved service rating targets, managing customer enquiries with

personalized care and attention.

Achieved a 15% increase in client satisfaction scores within the first 6 months by

implementing personalized service strategies.

Participated in regular training to maintain up-to-date knowledge on company products

and policies.

Assisted customers with varying questions using product knowledge and service expertise.

Senior Customer Service Representative August 2012 – March 2015

Tech Mahindra Business Services, Pune MH, India

Experienced Customer Service Representative focused on meeting customer needs, adept at leading teams to achieve or surpass goals.

Optimized quality of work by ensuring correct balance between customer service and

adherence to company policies and procedures.

Consistently achieved service rating targets, managing customer enquiries with personalized

care and attention.

Resolved complex issues with a high degree of professionalism and empathy, maintaining

a customer satisfaction rating of over 90%.

Reviewed follow-up procedures to improve customer experience, boosting satisfaction levels

from 40% to 90%.

Trained, coached, and mentored 25 team members, taking ownership of customer service

training plans.

EDUCATION

Bachelor Of Commerce, Chhatrapati Shahuji Maharaj University, Kanpur UP, India

Intermediate Education, RBK College of Science & Commerce, Mumbai MH, India

TECHNICAL SKILLS

Salesforce PeopleSoft MS Office Suite Convertr Email Marketing Benchmark CRM Solutions

Negotiation Industry & Market Knowledge Lead Generation Tools Sales Automation Tools

COMMUNICATION & INTERPERSONAL SKILLS

Decision Making Project Management Analytical Thinking Adaptability Team Handling

Client Success Customer Success Teamwork Interpersonal Skills Assertiveness

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