Saveek Singh Email & Phone Number

Noida, Uttar Pradesh, India

• Responsible for execution of strategic advocacy, retention, and cross-sell programs to drive overall customer adoption, loyalty, and growth.• Activating customers as advocates by employing a combination of activities to engage and nurture customers to accelerate their success, and cultivate new advocates to share their experiences with the Innovaccer brand through customer quotes, case studies, testimonials etc.• Foster a deep understanding of customers’ organizational goals and objectives to identify opportunities for alignment with Innovaccer's customer marketing strategies.• Running email marketing campaigns through JAMM, YAMM and Salesforce to engage customers in standalone events and industry conferences.• Design, develop, execute, and measure creative communications, such as surveys, campaign emails, nurture streams, webinars, etc.• Identify strategies to drive key advocates for customer case studies and evangelism to drive customer adoption and opportunity velocity, as well as fuel brand campaigns, thought leadership programs, and more.• Track and analyze ROI for customer content and marketing efforts.• Planning and managing logistical support services to ensure seamless execution of Innovaccer’s annualuser conference.

Noida, Uttar Pradesh, India

• Managing a team of 15+ Client Account Managers, with a global client portfolio worth more than $5 Mn• Driving team conversions through upskilling, constant feedback, daily/weekly sessions and one-on-one• Preparing daily work allocation and sharing the same with quality team• Conducting training of new hires and retraining sessions for the bottom quartile• Liaising with IT team for user account onboarding and providing necessary system access to new joiners• Relaying timely quality feedback apart from performing internal QC and audits• Thorough exposure to tools such as Octane(HRMS), Power BI, Microsoft Dynamics CRM• Managing leaves effectively to keep planned and unplanned shrinkage in check and approving monthly attendance and leave regularization requests for the team• Ensuring TAT for fresh leads is met at all times• Creating weekly/fortnightly/monthly conversion reports to help team strategize work effectively• Creating MBR and QBR reports for CAM team• Handling client cancellation and escalation calls and liaising with internal stakeholders to resolve at FPOC• Identifying future hiring needs and conducting CAM interviews• Initiating PIP(Performance Improvement Plan) and CAP(Corrective Action Plan) for the bottom quartile to give team members with performance deficiencies the opportunity to improve

Noida, Uttar Pradesh, India

• Building client portfolio across APAC, Americas, EMEA, UK and Irish market by providing employees as a service across various technical(Python, Java, PHP, Laravel, Magento, Shopify, Dot Net, Graphic Designing etc.) and non technical domains(Content, Internet Marketing, MIS, Data Entry etc.) on monthly rolling contracts• Constantly following up on pipeline accounts to ensure timely closure of contracts• Extensive use of Microsoft CRM Dynamics to document notes, schedule appointments, respond to client emails or dial out contact numbers• Handling client escalations/cancellations and performing RCA to provide timely resolution to retain clients• Liaising with various departments such as HR, Billing, Legal and IT team to shorten client journey and act as SPOC for best in class client experience• Determining value proposition and profiling a potential business lead through various online sources/research• Meeting clients over MS Teams and Skype to understand the scope of work or address/resolve clients’ concern• Contract negotiation and mediation calls with C-level executives, Legal counsels and stakeholders• Closed client deals worth more than around $500k

Gurgaon

• Validation and analysis of fraud claims from card members and resolving fraud concerns on credit cards using different tools such as CSP, SSP, Triumph, Lexis Nexis, IMS, CAS• Providing excellent customer service thereby driving VoCM(Voice of Card Member) and RTF• Making sure work efficiency(AHT) is well balanced without compromising on call standards and procedural adherence(PA)• Meeting OR exceeding the SAM(Schedule Adherence) target of 93% with minimal unplanned shrinkage

Gurgaon, India

• Validation and analysis of fraud claims from card members and resolving fraud concerns on credit cards using different tools such as CSP, SSP, Triumph, Lexis Nexis, IMS, CAS• Providing excellent customer service thereby driving VoCM(Voice of Card Member) and RTF• Making sure work efficiency(AHT) is well balanced without compromising on call standards and procedural adherence(PA)• Meeting OR exceeding the SAM(Schedule Adherence) target of 93% with minimal unplanned shrinkage

Noida

• Leading the role of a mentor by sharing best practices and giving my mentees inputs to improve upon their efficiency and achieve their targets.• Ensuring Queue SLA metrics are met on a daily basis and feeding back the advisors on areas of improvement• Conduct pre-shift and post-shift team sessions to discuss queue stats and allocation• Cascading procedural updates to the team• Ensuring procedures are up-to-date through constant interaction with the strategy and Quality team and fraud trend analysis• Delivery of timely cross training to the new batches• Generating hourly cases worked report and queue statistics report on a daily basis

Noida Area, India

• Identification of possible fraudulent applications, accounts and transactions through customer interaction and analysis using various tools such as Triumph, Vision+, Lexnex, Falcon, IMS• Working in liaison with various banks in the UK to discuss and report fraud concerns • Coordinating with different departments (Fraud Aftercare, Fraud Detection, Customer Service) for efficient analysis of fraud accounts and applications and thereby ensuring minimal customer detriment and fraud loss• Meeting and exceeding KROs