Himanshu Singh Baghel
Customer Experience Team Manager
Hyderabad
Summary
- Collaborated remotely with stakeholders/clients, delivering exceptional administrative support, project management, operational excellence, enhancing customer experience and driving SLA.
- Provided E-commerce assistance for Amazon Seller and Shopify platforms, optimizing product listings and driving sales growth.
- Generated advanced Excel reports and MIS reporting, enhancing data-driven decision-making processes.
- Managed CRM systems and lead databases, ensuring accurate lead information and effective follow-up strategies.
- Conducted comprehensive online research to gather insights, trends, and market intelligence for strategic planning.
- Led lead generation efforts, identifying potential business opportunities and expanding client pipelines.
- Orchestrated executive assistance tasks, including itinerary planning, calendar management, and inbox organization.
Overview
9
9
years of professional experience
5
5
years of post-secondary education
2
2
Languages
Work History
Customer Experience Manager
DAZN Pvt Ltd
06.2024 - Current
- Established cross-functional teams for improved communication between departments and better customer experiences.
- Streamlined internal processes for more efficient issue resolution, reducing overall case volume while maintaining high-quality service levels.
- Collaborated with marketing teams to align messaging and promotions with customer needs and expectations.
- Reduced response time to customer inquiries by optimizing support channels.
- Collaborated with teams to reduced customer's frictions, repeat contacts, enhancing user experience etc.
- Implemented data-driven strategies to identify areas needing improvement in the customer journey.
- Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
- Spearheaded a process improvement project that identified inefficiencies within current workflows; implemented changes resulting in reduced handling time for customer inquiries.
- Collaborated with product development team to incorporate customer feedback into future product iterations.
Team Leader
IntouchCX India
10.2023 - 06.2024
- Provide supervision and guidance to CSRs ensuring they are properly trained and supported in delivering high-quality customer service
- Provide supervision and guidance to CSRs and Team Leads, ensuring they are properly trained and supported in delivering high-quality customer service
- Negotiate and mediate with customers or CSRs when necessary to resolve issues and ensure customer expectations are met or exceeded
- Conduct data analysis to manage team performance effectively and implement necessary improvements
- Support business development initiatives by contributing insights from customer interactions and collaborating with other departments to improve processes and services
Team Leader
Teleperformance Global Digital Business Services
12.2021 - 09.2023
- Lead a team of 20 in achieving and exceeding SLAs, ensuring high-quality service delivery to clients
- Monitor and analyze SLA performance metrics, identifying areas for improvement and implementing strategies to enhance efficiency
- Collaborate with cross-functional teams to address client concerns, escalations, and special requests promptly and effectively
- Conduct regular performance evaluations, provide constructive feedback, and develop action plans to support team members' professional growth
- Implement performance improvement initiatives, identifying training needs and coordinating relevant training sessions
- Foster a collaborative team environment by promoting open communication, knowledge sharing, and team-building activities
Subject Matter Expert
Teleperformance Global Digital Business Services
12.2021 - 09.2023
- Serve as the go-to expert for marketing analytics, providing strategic insights and data-driven recommendations to optimize campaign performance
- Lead training programs for customer service representatives, imparting in-depth product knowledge, communication skills, and issue resolution techniques
- Monitor team performance metrics, conducting regular coaching sessions and performance reviews to drive continuous improvement
Customer Support Executive
Teleperformance Global Digital Business Services
12.2021 - 09.2023
- Engage with customers via chat to provide prompt and effective solutions to their inquiries, concerns, and issues
- Maintain a high level of professionalism and empathy while addressing customer needs, ensuring a positive customer experience
- Utilize the company's CRM system to document customer interactions, update records, and track issue resolutions
- Escalate complex issues to appropriate departments and follow up to ensure timely resolution
Content Writer
Freelance
09.2019 - 12.2021
- Collaborated with multiple foreign colleges on various writing projects, including technical reports and financial reports
- Successfully managed multiple projects simultaneously, ensuring timely delivery of high-quality content
- Conducted extensive research to gather information for writing assignments
- Prepared datasheets and documents in compliance with client requirements
- Demonstrated strong attention to detail and adherence to deadlines, leading to high client satisfaction
Chief Financial Officer
Rentin Pvt Ltd
02.2016 - 12.2019
- Founded and led a startup that specializes in providing comprehensive financial advisory services within the real estate industry
- Collaborate with property buyers, sellers, and investors to understand their financial goals, risk tolerance, and real estate aspirations
- Develop personalized financial plans that incorporate real estate assets as part of clients' overall investment portfolios
Education
MBA -
Manipal University
05.2023 - Current
B.Sc. - undefined
Barkatullah University
06.2014 - 05.2017
Skills
- Microsoft Office Tools
- MS Excel
- Power BI
- Salesforce
- Zendesk
- Data analytics
- CRM software proficiency
- Problem-solving abilities
- Data Dashboard
- Reporting
- Engagement strategy development
- Cross-functional collaboration
Timeline
Customer Experience Manager
DAZN Pvt Ltd
06.2024 - Current
Team Leader
IntouchCX India
10.2023 - 06.2024
MBA -
Manipal University
05.2023 - Current
Team Leader
Teleperformance Global Digital Business Services
12.2021 - 09.2023
Subject Matter Expert
Teleperformance Global Digital Business Services
12.2021 - 09.2023
Customer Support Executive
Teleperformance Global Digital Business Services
12.2021 - 09.2023
Content Writer
Freelance
09.2019 - 12.2021
Chief Financial Officer
Rentin Pvt Ltd
02.2016 - 12.2019
B.Sc. - undefined
Barkatullah University
06.2014 - 05.2017
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