Santoshkumar Gupta Email & Phone Number

- Oversee and handle the operations program for new officers, enhancing their operational and customer handling skills.- Strategically supervise the learning progress of 10-12 officers per month, nurturing their professional growth.- Actively participate in talent nurturing, recommending high-performing officers to operational roles.- Implement and manage key performance metrics, achieving an average NPS of 60+ and an FTR of 88% consistently.- Ensure adherence to schedule by… Show more - Oversee and handle the operations program for new officers, enhancing their operational and customer handling skills.- Strategically supervise the learning progress of 10-12 officers per month, nurturing their professional growth.- Actively participate in talent nurturing, recommending high-performing officers to operational roles.- Implement and manage key performance metrics, achieving an average NPS of 60+ and an FTR of 88% consistently.- Ensure adherence to schedule by officers, maintaining productivity levels.- Analyze and respond to a high volume of daily customer queries, averaging between 600-700. Show less

Mumbai, Maharashtra, India

- Effectively led a team of 18 officers, ensuring 100% customer satisfaction for CASA account holders.- Managed high call volumes, averaging 800 daily, while maintaining exceptional service quality.- Identified and rectified system or process gaps, ensuring smooth service delivery.- Consistently achieved high performance metrics, including CSAT, NPS, and FTR.- Proactively handled escalated issues, resolving them effectively through on-call and email support.- Facilitated… Show more - Effectively led a team of 18 officers, ensuring 100% customer satisfaction for CASA account holders.- Managed high call volumes, averaging 800 daily, while maintaining exceptional service quality.- Identified and rectified system or process gaps, ensuring smooth service delivery.- Consistently achieved high performance metrics, including CSAT, NPS, and FTR.- Proactively handled escalated issues, resolving them effectively through on-call and email support.- Facilitated regular team meetings and training sessions, keeping the team motivated and ready for tasks.- Played a pivotal role in reducing team attrition by maintaining a positive and supportive work environment.- Worked closely with senior management to align team objectives with the bank's strategic goals. Show less

Mumbai Metropolitan Region

- Strategized and implemented comprehensive sales plans, significantly enhancing business growth.- Managed vendor relationships and facilitated profitable negotiations, ensuring optimal service delivery.- Cultivated strong relationships with key clients, driving customer retention and loyalty.- Oversaw the sales performance in the Mumbai region, implementing improvements as required.

Mumbai Area, India

- Resolved customer queries promptly while identifying upselling opportunities for various bank products.- Contributed to multi-fold revenue increase by fostering and maintaining productive relationships with customers.- Consistently exceeded sales targets, recognized as the best officer of the month 4 times.

Mumbai Area, India

Provided technical support for Sky customers, successfully addressing DTH connection queries. Recognized for outstanding customer service, ensuring customer satisfaction and problem resolution.

Mumbai Area, India

Facilitated customer query resolution for Barclaycard (UK) customers, maintaining high satisfaction levels. Ensured NIL customer complaints through diligent service and accurate query handling.