Sushabhan N Majumder

Migration and Renewals(SaaS).

Cyncly

Jul 2023 - Current (3 years)

• I have implemented and handled KPI's, Process flow, Templates, FAQ and SOPs for my team. • Responsible for managing, tracking and end to end service for migration/renewals clients in the UK and US regions. • Assigning tasks to domestic/US agents; And staying on top of day to day operations. • Provide backend support and manage CRM data (Salesforce) be it refund or modification of data. • Coordinate with cross functional teams for tech updates, escalations, etc.

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Customer Loyalty TeamManager

Wabi Project,

Feb 2022 - Dec 2022 (11 months)

• I set up the support team from the ground up. • I managed Pan India Customer Support and experience. • Identified and developed process loops that led to better customer experience. • Developed process audits, flowchart, roadmap, reports, Chatbots, Salesforce, etc. • Monitored team and self KPIs as per the SOP. • Trained and mentored new team members to promote productivity, accuracy and friendly customer service. • Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.

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Support/Ops Lead (Saas)

Remedico,

Jun 2019 - Feb 2022 (2 years 9 months)

• I build the entire support team, SOP's, CRM deployment, process manuals, F.A.Q. etc. • I was responsible for Pan India Operations, Product management, R&D, and Customer experience.

Relationship Manager (SaaS)

Unacademy

Jun 2018 - May 2019 (1 year)

• Positioned in the revenue earning department, responsible for keeping track of the income, achieving monthly targets, maintaining daily reports and handling escalations • Positioned in the revenue earning department, responsible for keeping track of the income, achieving monthly targets, maintaining daily reports and handling escalations. • Integrated Intercom CRM and other customer relationship management software into support operations.

Customer experience specialist

Flipkart

Jan 2017 - Apr 2018 (1 year 4 months)

• Facilitated pre, mid and post sales services to the customers in the chat vertical. • Spearheaded for providing quick resolution, escalation and communicating with the respective teams to assist the customers. • Implemented and developed customer service training processes.

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Management Trainee

Indiabulls Housing Finance Limited,

Jun 2015 - Jul 2016 (1 year 2 months)

• Managing relationships and portfolios of customers/Direct sales agents. • Providing training to the connectors, attending meetings to solve customer queries and educating them about the products and policies. • Reviewed financial accounts for accuracy and resolved discrepancies.

Sushabhan N Majumder

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