Saurabh Shah Email and Phone Number

As the Manager of the Grievance Resolution team and Buyer Customer Experience at Cars24, my responsibilities include leading the team in resolving customer grievances and managing customer satisfaction and resolution times as key performance indicators. Additionally, I am responsible for program management of customer experience projects, with a current focus on decreasing social media noise and reducing the number of grievances. With my expertise in customer service and resolution, I strive to ensure a seamless and satisfactory experience for all Cars24 buyers.

Customer Success:> Managed a Portfolio of High-Value clients like Amazon, Big Basket, Dixcy - Levi’s. > Planned & led Amazon Prime Now photoshoot & cataloging project at 30 locations across 11 cities from scratch> Led Studio/Freelancers onboarding process in 42 cities and onboarded 115 partners> Designed scalable photoshoot operations, supply chain, post-production, and project delivery processes> Researched and Identified key problems in operations and formed strategies to resolve them from the root. It helped in reducing overall project delivery TAT by 70%Client Support: > Lead a team of 6 to manage over 240 premium customer accounts> Built effective Customer Engagement Strategies that helped in lowering the churn rate from 50% to below 10%> Built processes to make responses to the client faster. This new process helped to lower avg. customer response time from 56h 32m to 1h 18m.> Administered customer tickets on Freshdesk received via calls, chats, email. Achieved 100% response time SLAs and 80% resolutions SLA.> Implement, run and manage successful customer pilots, working with the sales team to analyze pilot results and provide input to the business cases> Develop and maintain positive client relationships at all levels with existing corporate accounts> Managed a rotating portfolio of new clients to ensure successful implementation and application of Spyne StudioX.

> Led digital content creation team to drive review collection activity during the wedding season and collected over 500+ reviews on 6 Google My Business Pages> Have been part of the execution planning team that ensured the timely execution of 200+ projects> Led Social Media team, raised Instagram organic followers from 105 to 120,000+ (fastest growth rate among competitors), and Pinterest Unique Viewers’ count from nil to 600,000+> Closed 5 premiums event deals with revenue worth 75 Lac+> Filled 30+ open positions, from freshers to senior-level executives. 70% staff lasted for more than a year> Did 150+ contractual hiring for peak seasons

Event Business:> Sales and successful execution of 11 corporate events and 2 weddings> Payment and review collection at the end of the eventSaaS Business (Spyne.ai):> Cold Calling, generating leads, meeting & selling the Product (Spyne)> Handling overall post-sales onboarding & relationship work> Addressing issues and concerns of the vendors

> Building and maintaining relationships with key customer accounts> Worked to improve customer experience by resolving complaints quickly and efficiently> Develop strategies to improve communications for key events and new offers> Worked with key accounts team to strategize deeper penetration for existing accounts