Experienced Customer Support Manager with a Decade of Expertise Delivering Exceptional Service
12 Years of Experience
Chandigarh, Chandigarh, India
+91 9**********
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Not Available
Results-Driven Customer Support Manager | MBA with a Strong IT Background | Driving Operational Excellence and Customer Delight. Highly skilled Customer Support Manager with a solid background in IT, holding an MBA degree, and boasting 12+ years of experience in driving exceptional customer service. Currently spearheading customer services at Basware India Pvt. Ltd. in Chandigarh, I have successfully implemented strategies to ensure uninterrupted operations, cost reduction, and improved service delivery. My expertise lies in managing customer inquiries, building and sustaining client relationships, and optimizing team performance for outstanding results. Orchestrated the implementation of 'best practice' processes, resulting in improved operational efficiency and cost savings. Actively managed a diverse portfolio of P2P products, engaging with A/A+ category customers in regular monthly meetings. Pioneered initiatives to enhance customer satisfaction, conducting relationship calls and handling escalations with success. Developed and maintained a valuable client base, leading to increased growth and high compliance scores. Regularly provided detailed CSAT reports to management, analyzing team performance and formulating improvement plans. Ensured seamless onboarding and skill enhancement for team members, fostering a customer-centric work environment. Acted as a central point of contact for stakeholders, effectively managing customer-centric operations and service quality.
Basware India Pvt. Ltd., SaaS/Cloud Product, Computer Software
Basware India Pvt. Ltd.
Basware India Pvt. Ltd.
Basware India Pvt. Ltd., Basware India Pvt. Ltd., Basware India Pvt. Ltd., Basware, Basware, Basware Corporation
Job Title : Manager Customer Services
Company name : Basware India Pvt. Ltd.
Period : April 2020 - Present
Location : Chandigarh, India
Job Title : Associate Manager
Company name : Basware India Pvt. Ltd.
Period : April 2018 - April 2020
Location : Chandigarh Area, India
Job Title : Team Lead Customer Services
Company name : Basware India Pvt. Ltd.
Period : April 2016 - April 2020
Location : Chandigarh Area, India
Job Title : Associate Lead Consultant
Company name : Basware
Period : April 2015 - Present
Job Title : Product Support Consultant - L3
Company name : Basware
Period : April 2011 - Present
Summary : As a Product Support Consultant, following are the roles and responsibilities of my job:-
• Implement, Install, Support and Upgrade Applications with SDLC procedures (both Licensed and SaaS); with complete accuracy of Sync in Test and Production Environments.
• Handling the escalated/critical incidents coming from L1 & L2 Support group.
• Problem/Change/Enhancement Request handling on urgency basis and reporting them to the Development Team.
• Working on XML configuration of code and checking integration of applications with ERP systems (like SAP, CODA, etc.) as per requirement as well as managing and maintaining live database systems (Oracle/SQL Server).
• Training new recruits about the products and process of Basware.
Job Title : Global Support Consultant
Company name : Basware Corporation
Period : April 2011 - Present
NA
Title : Be the Manager People Won't Leave
Period : August 2023 - Present
Summary : linkedin.com, https://www.linkedin.com/learning/certificates/65a6b75c61baace1ff7ff96b0a2b492e59e4d28729b833d57b40b9c66f57bb5c?trk=flagship-lil_details_certification
Issuing Authority : LinkedIn
Title : Building Your Visibility as a Leader
Period : July 2023 - Present
Summary : linkedin.com, https://www.linkedin.com/learning/certificates/cabdd2bb261f476f07c93dd1116ab331cf410c3eaf24535a3595a28f40a75c01?trk=flagship-lil_details_certification
Issuing Authority : LinkedIn
Title : Creating Positive Conversations with Challenging Customers
Period : July 2023 - Present
Summary : linkedin.com, https://www.linkedin.com/learning/certificates/e495cfd8c208f94b3aba76f91fe958a401ab44da5720ff75fbfdddf2e9000489?trk=flagship-lil_details_certification
Issuing Authority : LinkedIn
Title : Lean Six Sigma Green Belt
Period : November 2022 - Present
Issuing Authority : The Knowledge Academy
Title : ITIL Foundation
Period : May 2017 - Present
Issuing Authority : Simplilearn
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