Freshdesk
Rohit Salian
Manager - Customer Support
Summary
Result-oriented Customer Support Manager with 10+ years of customer support experience, leading and developing high-performing teams in SaaS customer support. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and goal-oriented approach.
Overview
11
11
years of professional experience
5
5
Languages
Work History
Manager
Truecaller
07.2018 - 12.2023
- Facilitated successful cross-functional collaborations for the completion of key projects, fostering strong working relationships among team members.
- Developed and implemented a data-driven approach to customer service, fostering a culture of continuous improvement that resulted in a 15% increase in customer satisfaction (CSAT) within one year.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Monitored social media accounts to proactively address customer concerns and prevent escalations.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Led cross-functional collaborations to streamline workflows and implement quality assurance practices, enhancing customer service delivery and reducing first-contact resolution time by 10%.
- Onboarded new employees with training and new hire documentations.
- Cross-trained existing employees to maximize team agility and performance.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Developed and maintained relationships with customers through account development.
- Managed and motivated employees to be productive and engaged in work.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Launched quality assurance practices for each phase of development
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Developed detailed plans based on broad guidance and direction.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Customer Service Representative
Chillr
03.2016 - 07.2018
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Conducted regular quality assurance checks on interactions with customers to ensure guidelines and standards for service excellence.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Customer Service Representative
Sutherland Global Service (Dell)
09.2014 - 09.2016
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Customer Service Officer
Royal Exim Importers & Exporters
09.2012 - 09.2014
- Improved first-contact resolution rate by efficiently handling customer queries during initial interactions.
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Assisted in training new hires, sharing best practices for delivering outstanding customer experiences consistently.
- Exceeded customer expectations by going the extra mile, ensuring a memorable experience that fostered brand loyalty and advocacy.
Education
Piping Design & Drafting -
S.I.T
Mumbai, India 04.2001 -
Mechanical Draughtsman -
Agnel Institute of Technical Training
Mumbai, India 04.2001 -
HSC -
Public Junior College
Mumbai 04.2001 -
SSC -
Air India Modern School
Mumbai, India 04.2001 -
Skills
Workforce Management
Business Development
Performance Evaluations
Customer Relationship Management (CRM)
Key Performance Indicators
Team Leadership
Time Management
Key Performance Indicators
Accomplishments
- Led the initiative to clear a 10,000-email backlog while maintaining a 85% accuracy rate, achieving Queue 0 status during peak periods.
- Supervised team of 30 staff members.
- Led the cross-functional collaboration with external teams to implement calling APIs and a chat process, ensuring successful on-time launch
- Developed a well-organized knowledge base structure for onboarding resources, improving information accessibility for new joiners & training purposes.
- Led my team to win Best Team of the Year for 2 years in a row through implementing a new project management strategy.
- Facilitated cross-functional collaboration between internal teams, resulting in achievement of key performance indicators (KPIs).
Software
Zendesk
Zoho
Jira
Confluence
Evaluagent
Notion
Google Studio
Google Play Store
Apple App Store
Excel & Google Sheet
Kapture
Timeline
Manager
Truecaller
07.2018 - 12.2023
Customer Service Representative
Chillr
03.2016 - 07.2018
Customer Service Representative
Sutherland Global Service (Dell)
09.2014 - 09.2016
Customer Service Officer
Royal Exim Importers & Exporters
09.2012 - 09.2014
Piping Design & Drafting -
S.I.T
04.2001 -
Mechanical Draughtsman -
Agnel Institute of Technical Training
04.2001 -
HSC -
Public Junior College
04.2001 -
SSC -
Air India Modern School
04.2001 -