Amit Sood Email & Phone Number

Gurugram, Haryana, India

Gurgaon, India

Manesar

Managing a diverse portfolio:eCom Customer Service Operations (B2B) - 4 FTEDigital Content Publishing - 12 FTETesting - 4 FTERevenue Marketing (Eloqua) - 1 FTEBusiness Analyst - 1 FTE

New Delhi Area, India

• Customer Service Delivery> Heading the customer service department responsible for managing day to day customer service operations for B2B and B2C customers.> Ensure full compliance of agreed solutions and services to meet customer needs; proactive monitoring of agreed SLAs in order to deliver exceptional service> Ensure completeness of root-cause incidents, and where possible resolve or provide workarounds, suggestions and improvements to mitigate future incidents> Managing support for ITpreneurs and partner websites> Ensuring the financial integrity of all transactions> Ensuring issues logged by customers in CRM application are handled as per defined SLA’s while maintaining the Quality of Resolution> Escalation Management: Guide a customer through an escalated situation, and through to effective resolution> Responsible for re-evaluating and updating customer service processes and procedures to increase productivity and to increase customer satisfaction rate.> Ensure appropriate staffing levels are maintained to meet operational and project requirements• Partner Management> Acts as a dedicated liaison between the company and partners to improve partner satisfaction and to meet SLAs> Manage multiple partners which includes regular interaction with the partners to strengthen the relationship and be on top of identifying opportunities to act as a solutions provider> Help partners grow by efficiently on-boarding them with new services offered by ITpreneurs.> Conducting operational reviews with the partner on monthly & quarterly basis• People Management> Managing a team of 18 customer support execs.> Manage team morale and motivate team members to navigate through pressure situations> Provide constructive on-time feedback for their overall grooming and development> Actively involved in the career growth of team members, chalking out their growth path on a monthly basis and tracking the same to ensure constant growth; responsible for appraisal

New Delhi Area, India

New Delhi Area, India

Noida Area, India

> Started as part of a support team during initial days of DELL support with EXL and was promoted to manage 20 members team > Ensuring positive First Time Resolution (FTR), Customer Experience (CE), scores for the team.> Part of an international team and representing my site (EXL) in interaction with the DELL SMEs on a regular basis through conference calls to discuss any product updates and issues.> Timely orientation of Tech Support Executives through regular briefings/ meetings to ensure better preparedness on their part for service delivery

New Delhi Area, India

> Provided technical hardware assistance for various products of Iomega on Windows and Mac OS X.> Troubleshooting USB storage devices.

Executive Education, Big Data And Machine Learning

Post Graduate In Customer Relationship Management, Crm

E-business, B2B Markets, CRM in Service Industry

B.Sc, Science

Gniit

Education record