Mayank Vashishtha
@mayankvashishtha
Seasoned customer support and sales operations manager with 7+ years experience.
What I'm looking for
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
Customer Support Manager
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
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.
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.
Education
Degrees, certifications, and relevant coursework
Dr. A.P.J. Abdul Kalam Technical University
Bachelor of Technology, Electrical Engineering
Studied Electrical Engineering. Focused on core concepts and practical applications within the field.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Job categories
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