Open to opportunities

Mayank Vashishtha

@mayankvashishtha

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Seasoned customer support and sales operations manager with 7+ years experience.

India

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What I'm looking for

I am looking for a role that allows me to leverage my skills in customer support and sales operations while fostering a collaborative and growth-oriented company culture.

I am a seasoned customer support and sales operations manager with over 7 years of experience in leading teams and driving sales. My journey has been marked by a commitment to optimizing processes and creating lasting relationships with both B2B and D2C customers. At RocketPay, I streamlined customer interaction channels, significantly enhancing our service delivery and increasing platform sales revenue from a lakh to 70 lakhs in just a few months.

Previously, as a Team Leader at Vahak, I played a pivotal role in ramping up the customer success team and collaborated closely with various stakeholders to maximize incoming revenue. My experience at Cognizant as a Process Specialist allowed me to develop training processes that ensured SLA fulfillment and risk management, further solidifying my expertise in customer satisfaction and retention.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Manager

Current

RocketPay

Jul 2023 - Present (2 years)

Streamlined all customer interaction channels by onboarding Ozonetel for inbound/outbound calling, Freshdesk for ticketing, and Freshchat for WhatsApp engagement. Created and implemented SLAs and KPIs to deploy a productivity matrix for agents, and developed an escalation structure for complex issues. Played a pivotal role in increasing platform sales revenue from 1 lakh to 70 lakhs recurring from

Ozonetel Freshdesk Freshchat SLA KPIs Customer Support Sales Operations Inside Sales Customer Engagement

Team Leader - CS & Sales Operations

Vahak

Apr 2022 - Jun 2023 (1 year 2 months)

Played a pivotal role in ramping up the customer success team to capture potential markets and led the operations team to find insights about product growth. Collaborated with onboarding Cashfree and Razorpay payment gateways for smooth flow of payments. Worked closely with business and growth teams to identify market groups for maximizing incoming revenue on the Vahak payments platform.

Customer Success Sales Operations Payment Gateways Cashfree Razorpay Market Analysis Business Development Team Leadership Risk Management

Process Specialist

Cognizant

Nov 2016 - Mar 2022 (5 years 4 months)

Created training and development processes around different Google verticals for SLA fulfillment. Identified risks and eliminated them with the formation of various knowledge bases for agents. Conducted regular checks to ensure the completion and achievement of KPIs and KRAs.

Training Development SLA Management KPIs KRA Achievement Process Improvement