Rahboklang Lyngdoh
@rahboklanglyngdoh
I build customer service teams and improve SaaS support operations.
IndiaWhat I'm looking for
I've built a B2B customer service team for BrandMuscle's SaaS pilot program, delivering phone, chat, and email support while leading recruitment, training, performance monitoring, and continuous service improvements.
Across BrandMuscle, Accenture, Tata Consultancy Services, Veldos India, and Convergys, I've handled customer escalations, digital payments, telecommunications appointments, card security, and credit-card support. I focus on customer-centric resolutions, KPI performance, team productivity, feedback, and strong team relationships in fast-paced operations.
Experience
Work history, roles, and key accomplishments
Senior Manager
BrandMuscle
Dec 2019 - Oct 2024 (4 years 10 months)
Spearheaded the establishment of a B2B customer service team for a SaaS pilot program, delivering multi-channel support. Led recruitment, training, and cross-functional collaboration to improve service quality and customer satisfaction.
Assisted team members on calls and chats to minimize AHT and provide quick resolution. Monitored calls, cascaded feedback, handled escalations, and supported KPI achievement.
Managed NBN technician appointments, created tickets, and followed up on installations. Educated clients on service measures and escalated issues as needed.
Senior Associate
Veldos India Private Limited
May 2014 - Mar 2015 (10 months)
Verified suspicious transactions, authenticated charges, and blocked or unblocked cards. Escalated fraud cases and reissued cards after strict authentication.
Senior Executive
Convergys India Private Limited
Aug 2012 - Nov 2013 (1 year 3 months)
Provided end-to-end support for credit cards including activation, blocking, and educating customers. Exceeded QA and CSAT scores and conducted communication sessions for new joiners.
Education
Degrees, certifications, and relevant coursework
CGU Raipur
Bachelor of Arts, Arts
Completed a Bachelor of Arts degree from CGU Raipur in 2004.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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