Souvik Basu

Operations Associate

Bengaluru, Karnataka, India14 yrs 3 mos experience

Highly Stable

Key Highlights

11 years of experience in Customer Relationship Management
Expert in handling customer escalations and satisfaction
Proven track record in managing B2C operations

Stackforce AI infers this person is a Customer Relationship Management expert in the E-Learning industry.

Contact

Skills

Core Skills

Customer ServiceCustomer SatisfactionCustomer Relationship Management

Other Skills

Client RelationsEscalations ManagementFeedback AnalysisLeadershipManagementSales LeadsTeam BuildingTeam ManagementTraining

About

Dedicated and reliable Customer Relationship professional with 11-year vast experience in helping customers get what they want to their gratification and at the same time ensuring that sales goals are met to the satisfaction of the company. Highly experienced in working across the domain of Customer Service and Experience Management, handling end-to-end customer satisfaction, with ability to work in high-volume and fast-paced organizational environments.

Experience

Mthree

Senior Trainer Acquisition

Sep 2024 – Present · 1 yr 6 mos · Remote

Wiley

Trainer Acquisition Specialist

Dec 2021 – Aug 2024 · 2 yrs 8 mos

Knowledgehut

2 roles

Product Assessment Manager

Sep 2019 – Dec 2021 · 2 yrs 3 mos

Senior Trainer Acquisition

Sep 2019 – Dec 2021 · 2 yrs 3 mos

Simplilearn

2 roles

Senior Consultant - Learning Operations

Promoted

Aug 2016 – Jun 2019 · 2 yrs 10 mos · Bengaluru Area, India

Managed end-to-end delivery and operations of Simplilearn’s B2C business model, along with a core team of 5 members.
Handled customer escalations and queries on Simplilearn’s product and platform, mobilising comprehensive query-resolution mechanisms internally
Managed partner-specific and vendor-specific operations and support functions, and front-ended the examination partnerships of Simplilearn’s core products.
Enabled and successfully monitored global operations of live sessions, including managing D-SAT, NPS and Feedback Analysis processes.

Customer ServiceCustomer SatisfactionEscalations ManagementSales Leads

Consultant - Learning Operations

Aug 2014 – Aug 2016 · 2 yrs · Bengaluru Area, India

Handled customer learning journey from Self-training to Certification on the products purchased.
Assisted customers with walk-throughs of the product and platform along with pre-class engagement and in-session query resolution.
In class hosting, Q&A facilitation, assignment & project evaluation, demo class management, project mentoring consultant for course & content related queries or clarification.
Learner journey management and support throughout the customer journey, contributing to increasing NPS from 57 to 69 in 1 year.

Customer ServiceCustomer Satisfaction

Mobily infotech india pvt ltd

Customer Relationship Manager

Aug 2011 – Jul 2014 · 2 yrs 11 mos · Bengaluru Area, India

3 years of customer relationship management, understanding customer needs and developing plans to address them
Identified key staff in client companies to cultivate profitable relationships and resolved customer complaints quickly and effectively
Forwarded upselling and cross-selling opportunities to the sales team and promoted high-quality sales, supply and customer service processes
Worked towards preserving customers and renewing contracts with an approach involving establishing relationships with potential customers
Gained solid knowledge of competitors, and shared insights and intelligence with the business team

Customer Relationship ManagementClient Relations