Sarosh Qureshi
@saroshqureshi
Experienced Team Leader with a focus on customer service excellence.
IndiaWhat I'm looking for
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
Team Leader
Europ Assistance India Pvt. Ltd
Dec 2022 - Present (2 years 6 months)
Led a team to fulfill high-profile client requests through various communication channels, serving as the primary touchpoint for escalated customer service issues and establishing strong customer relationships.
Supervisor
INTERNATIONAL SOS SERVICES (INDIA) PVT LTD
May 2018 - Dec 2022 (4 years 7 months)
Managed high-profile program client requests and initiated outbound calls, acting as the primary touchpoint for escalated customer service issues while adhering to high-quality customer service guidelines.
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.
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.
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.
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.
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.
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
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.
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.
Availability
Location
IndiaAuthorized to work in
Website
enhancv.comJob categories
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