Sudhanshu Jaiswal
Mumbai
Summary
Skilled relationship manager with experience in client retention and payment recovery at PE Solutions. Strength in escalation resolution and SLA compliance to protect service outcomes. Managed a team of 35 to enhance delivery, improve client satisfaction, and meet recovery targets.
Overview
6
6
years of professional experience
1
1
Certificate
Work History
Relationship Manager
PE Solutions
Mumbai
05.2025 - Current
- Performed primary contact role for business clients, resolving queries and escalations within SLA.
- Strengthened B2B client relationships for UK utilities services through proactive communication and issue resolution.
- Facilitated payment discussions with clients, ensuring timely collections and reduced overdue balances.
- Oversaw collections activities, coordinating payment follow-ups and managing outstanding balances.
- Coordinated, consolidated billing, account, and collection activities with internal teams.
- Led, managed team of 35 support executives, improving daily operations and service delivery.
- Monitored team performance through SLA adherence and service quality metrics, tracking recovery targets.
- Enhanced customer retention by balancing service quality with payment compliance.
- Built long-term relationships, enhancing client satisfaction through consistent engagement.
International Voice Process Executive
Impact Infotech Pvt Ltd (Accenture)
Mumbai
02.2024 - 05.2025
- Initiated and managed international voice support operations, advancing to Acting Team Leader role.
- Coordinated team activities to enhance efficiency in operations. including escalation handling, SLA monitoring, and reporting.
- Supported Accenture operations through Impact Infotech service workflows
- Managed daily ticket updates in client support systems
- Coordinated issue resolution with cross-functional teams
Team Member
Teleperformance
Gurugram
06.2023 - 01.2024
- Joined, supported process onboarding phase; remained on bench due to process ramp-down.
- Completed, improved internal trainings and maintained deployment readiness.
Associate Technical Support
Tech Mahindra Limited
Noida
01.2022 - 05.2023
- Resolved technical support tickets through phone, email, and chat channels.
- Diagnosed hardware, software, and network issues using company troubleshooting tools.
- Assisted users with password resets. users through password resets, access requests, and application setup.
- Addressed customer issues and escalations, coordinating team efforts for swift resolutions.
- Allocated tasks and monitored ticket progress, fostering team accountability and performance.
- Improved service quality, ensured timely resolution, and drove team improvement.
- Led support team, managing daily operations to enhance service delivery.
- Escalated complex issues to higher support teams and tracked follow-up actions.
Senior Production Leader
ASTRA Business Services Pvt. Ltd.
Noida
10.2020 - 04.2021
- Managed Senior Production Leader responsibilities, supporting team operations and monitoring performance.
- Guided agent performance to achieve recovery targets and ensure compliance standards.
- Achieved recognition as a top performer for consistent results over three months. for three consecutive months based on consistent results.
- Performed collections process activities, enhancing outbound recovery calls and payment negotiations.
Education
BBA -
06-2026
Senior Secondary - Commerce
Higher Secondary - Varanasi
Skills
- Client Relationship Management
- Payment Collection Strategies
- Escalation Handling - Expert
- SLA compliance monitoring
- Ticket Queue Management - Proficient
- Performance Reporting (MIS) - Proficient
- Customer issue resolution
- Team leadership
- CRM Systems - Proficient
- Microsoft Excel - Proficient
- Google Sheets - Proficient
- Outlook - Proficient
- Teams - Expert
- PowerPoint - Competent
Languages
English
Advanced (C1)
C1
Hindi
Native
Native
Timeline
Relationship Manager - PE Solutions
05.2025 - Current
International Voice Process Executive - Impact Infotech Pvt Ltd (Accenture)
02.2024 - 05.2025
Team Member - Teleperformance
06.2023 - 01.2024
Associate Technical Support - Tech Mahindra Limited
01.2022 - 05.2023
Senior Production Leader - ASTRA Business Services Pvt. Ltd.
10.2020 - 04.2021
Symbiosis - BBA,
Vanita Public School - Senior Secondary, Commerce
Vanita Public School - Higher Secondary, Varanasi
Certification
- Introduction to AI - Coursera
- Getting Started with Microsoft Excel - Coursera
- Introduction to Microsoft Excel - Coursera
- Using Basic Formulas and Functions in Microsoft Excel - Coursera
- Excel for Beginners: Advanced Functions - Coursera
- Introduction to Data Analysis using Microsoft Excel - Coursera
- Create Charts and Dashboards Using Microsoft Excel - Coursera
- Create a Project Management Tracker using Microsoft Excel - Coursera
- ChatGPT for Beginners: Save time with Microsoft Excel - Coursera
Personal Information
Title: Relationship Manager
Languages
English - Expert, Hindi - Expert
Interests
Team leadership and people development, process improvement, and customer experience management.