Mayur Sagar Email and Phone Number

● Senior Specialist – liaison between customer service team, management and customer to improve customer service, success and business productivity● Develop customer success strategy plans, process knowledge and training programs as well as periodically communicating feedback to process and technical teams.● Build sustainable client relationships through customer orientation, assess needs and expedite issue resolution to ensure impeccable service standards and highest client value.● People Management: Resource management and leading multiple cross functional teams of 32 customer support representatives.● Team Performance Management - responsible for audits, associate appraisal, score cards and overall quality management● Cross-Functional Teamwork – work with various functions within the business to improve process performance

● Support Specialist – Accountable for client value, meeting stringent SLAs and design operational strategies for process success and continuous improvement.● Project Management: ‘Failure Delivery Mitigation’ and ‘Asset Recovery’ to help the customer amend unnecessary cost and focus primarily on revenue growth.● Failure Delivery Mitigation – Root cause analysis for delivery failure, implement corrective actions, lead the internal team to ensure customer success.● Asset Recovery – Investigate high dollar value defective parts and redirect them to the repair center in order to reduce spend on the bottom line.● People Management: Leading a team of 16 customer support representatives● Piloted the language support team, beginning with 12 resources, developed KT programs during attrition, promoted collaboration, reviewed quality scores, resulting in a successful win of Europe language support entirely outsourced to the Bangalore led team.● Resource management, assessment and performance evaluation against base lined best practices● Performance Management - establish targets for Key Performance Indicators (KPIs) track performance, and take actions for improvement.

● Process online and offline orders of SKUs pertaining to hardware equipment using Oracle Order Management Module.● Swift response and resolution of critical issues from clients through back end channels and working with internal teams● Liaise with sales representatives for processing bulk orders to ensure seamless processing and error free invoicing as well as sourcing of components.