SQ
Open to opportunities

Sarosh Qureshi

@saroshqureshi

Experienced Team Leader with a focus on customer service excellence.

India

What I'm looking for

I am looking for a role that allows me to lead teams and improve customer satisfaction while fostering a positive work environment.

With over 12 years of professional experience, I have built a strong foundation in customer service excellence and complaint resolution. My bilingual customer support, time management skills, and attention to detail have enabled me to significantly improve customer experiences. I am eager to leverage my expertise in a managerial capacity as a Team Leader, aiming to enhance client satisfaction through effective service delivery.

Throughout my career, I have consistently resolved over 95% of escalated customer issues within 24 hours for three consecutive years. In 2022, I led my team to achieve a remarkable 20% increase in customer satisfaction scores. Additionally, I managed a 30-member department, successfully reducing customer complaint resolution time by 50% and implementing cost reduction strategies that resulted in a 15% decrease in service delivery costs.

Experience

Work history, roles, and key accomplishments

SL

Senior Customer Care Executive

SONOVA HEARING INDIA PVT LTD

Jan 2016 - Apr 2018 (2 years 3 months)

Managed follow-ups and weekly calls with the Regional Sales Manager, resolving customer complaints and ensuring clarity in customer interactions.

NL

Senior Customer Care Executive

NEVERA WELLNESS VENTURES PVT LTD

Jul 2014 - Feb 2016 (1 year 7 months)

Handled inbound and outbound call activities, managed the complaint department, and introduced payment gateway merchants for various projects.

DT

Operations Executive

DEUTSCHE BANK AG (PCS TECHNOLOGY)

Apr 2013 - Mar 2014 (11 months)

Handled employee queries and complaints, guided users on requisition processes, and maintained important reports.

OL

Service Implementation Analyst

ORANGE BUSINESS SERVICES (TEAM LEASE)

Jan 2012 - Mar 2013 (1 year 2 months)

Managed customer operational requirements related to service delivery, liaising with managers to provide ongoing support and identify revenue improvement opportunities.

H(

Customer Service Officer

HDFC ERGO GIC LIMITED (ADECCO)

Jul 2010 - Jul 2011 (1 year)

Interacted with patrons via phone and email to solve queries while maintaining transaction standards.

IL

Customer Service Representative

INTELLINET GLOBAL SERVICES PVT LTD

Oct 2009 - Nov 2010 (1 year 1 month)

Handled customer queries and performed back office support tasks including data entry and complaint resolution.

Education

Degrees, certifications, and relevant coursework

NM

National Institute of Business Management

MBA, Customer Service & Operations

2016 - 2016

Completed an MBA focusing on Customer Service and Operations, enhancing skills in managing customer relationships and operational efficiency.

SU

Sarva Shiksha Parishad University

Bachelor of Arts, History

2011 - 2011

Earned a Bachelor of Arts in History, providing a strong foundation in critical thinking and analysis.

Tech stack

Software and tools used professionally

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