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@sumitsharma1
Experienced Product Support Manager focused on customer satisfaction and excellence.
I am an experienced and results-driven Product Support Manager with a strong passion for ensuring customer satisfaction and product excellence. My career has been marked by my ability to lead cross-functional teams in delivering exceptional support services while driving product improvements. I have a proven track record of developing and implementing strategies that streamline processes, optimize resources, and enhance the overall customer experience.
In my recent role as a Senior Product Specialist at Lightricks, I enhanced product support efficiency by streamlining processes and implementing new strategies. I collaborated with cross-functional teams to identify areas for product improvements based on customer feedback, significantly reducing customer complaints through improved communication. My commitment to establishing clear performance metrics for the product support team has driven accountability and continuous improvement.
Previously, as a Key Account Manager at PayU Payments, I effectively liaised with merchants to ensure seamless service provision, fostering strong relationships that minimized operational disruptions. My focus on customer satisfaction metrics and proactive strategies has consistently contributed to revenue growth and enhanced customer experiences. I am dedicated to maintaining high levels of satisfaction and operational excellence in every role I undertake.
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Work history, roles, and key accomplishments
Lightricks
Mar 2023 - Jul 2024 (1 year 4 months)
Enhanced product support efficiency by streamlining processes and implementing new strategies. Collaborated with cross-functional teams to identify areas for product improvements based on customer feedback, reducing complaints and establishing performance metrics for the support team.
PayU Payments Private
Jan 2022 - Feb 2023 (1 year 1 month)
Liaised with merchants to ensure seamless service provision, fostering strong relationships and minimizing operational disruptions. Implemented cross-selling strategies and prioritized customer satisfaction metrics to enhance overall productivity.
Cashify
Oct 2019 - Jan 2022 (2 years 3 months)
Managed CEO escalations and maintained high levels of customer and dealer satisfaction through proactive measures. Provided product training sessions and conducted audits to ensure compliance with organizational standards.
Teleperformance
May 2018 - Sep 2019 (1 year 4 months)
Managed customer service effectiveness by monitoring performance metrics and reducing response times. Assisted in developing training materials for new hires and utilized crisis management techniques to maximize customer satisfaction.
Degrees, certifications, and relevant coursework
Bachelor of Science, Physics and Mathematics
2016 - 2019
Activities and societies: Interests include traveling, cooking, and vlogging.
Studied Physics and Mathematics, gaining a strong foundation in scientific principles and analytical skills. Engaged in various projects and practical experiments that enhanced understanding of theoretical concepts.
Software and tools used professionally
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