Sourav Sah

I’m a dynamic sales and customer service professional with 5 years of cross-functional experience across B2B/B2C sales and international BPO customer support. Through Concentrix, I’ve handled UK voice customer care for Sainsbury’s, delivering consistent first-call resolution (FCR) while keeping CSAT above the team benchmark in a high-pressure, target-driven environment. I navigate live CRM tools (Salesforce/in-house platforms) to log, update, and resolve customer tickets in real time with strict SLA compliance.

I bring a strong problem-solving mindset to every interaction: I de-escalate complex and irate situations using active listening and empathy, reduce repeat-call rates, and coordinate with internal UK operations/back-end teams to resolve order discrepancies, refund requests, and account issues within defined TAT. Previously, as a Senior Sales Executive at Digiking Communications, I developed end-to-end sales strategies, achieved 100%+ of quarterly sales quotas, built long-term B2B/B2C client relationships, and reported pipeline insights to leadership using CRM-driven tracking. I’m also careful with governance—maintaining thorough call documentation and GDPR-aligned data protection for UK customer data.