Saangraam Z

Co-Founder

India8 yrs 1 mo experience

Most Likely To SwitchHighly Stable

Key Highlights

Achieved a +95% customer satisfaction score.
Implemented project management techniques improving efficiency by 80%.
Maintained client retention rate over 90%.

Stackforce AI infers this person is a Customer Experience and Project Management specialist in the SaaS and Marketing industries.

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Skills

Core Skills

Customer EngagementData AnalysisProject ManagementTeam ManagementClient RetentionMarket Research

Other Skills

Account ManagementAnnual PlanningBrand StrategyBusiness AnalysisBusiness PlanningBusiness ProcessBusiness Process ImprovementBusiness ReadinessBusiness Relationship ManagementBusiness RequirementsBusiness SolutionBusiness TransformationCSMCampaignsCategory Management

Experience

8 yrs 1 mo

Total Experience

4 yrs 10 mos

Average Tenure

7 yrs

Current Experience

Boatsetter

CX Specialist

Sep 2021 – Present · 4 yrs 9 mos · United States · Remote

Resolving over 1000 escalated customer issues monthly across diverse channels, like calls, tickets, and chatbots, maintaining a proactive approach to problem-solving.
Consistently contributing to 23% of the team's quarterly performance, achieving a +95% satisfaction score.
Managing financial transactions (chargebacks, refunds, reimbursements, damage claims, and deposits) resulting in a 20% cost saving through the reduction of slush funds.
Analysing data and feedback to develop macros, templates, call scripts, and FAQS, reducing the average first response time to 5 hours and decreasing escalated issues by 10% (YoY).
Handling challenging and venting clients with empathy and adherence to company policies, resulting in a 15% increase in positive reviews on Trustpilot, Google Play, and the Apple App Store.
Continuously maintaining consistent adherence to SLAs and KPIs monthly, enhancing the team's overall efficiency and positioning the Customer Experience (CX) team as an indispensable asset for the organization.

Customer ExperienceData AnalysisProblem SolvingFinancial ManagementCustomer Engagement

Zelatrix global

Founder

Jun 2019 – Present · 7 yrs

Studio fifi

Client Servicing Manager

May 2018 – Apr 2021 · 2 yrs 11 mos

Managed a team of 3 members, achieving projects 70% ahead of schedule. Developed and implemented project management techniques, leading to an 80% improvement in project efficiency.
Negotiated project scopes and contracts, resulting in a 15% increase in project budgets and maintaining a client retention rate of over 90%.
Managed team recruitment, training, and mentorship to promote error-free operations.
Achieved an 85% accuracy rate, reflecting effective staff development.

Project ManagementTeam ManagementNegotiationClient Retention

Nielseniq

Data Research Analyst

Apr 2017 – May 2017 · 1 mo · On-site

Conducted market research for Coca-Cola, using CAPI interviews and observational techniques for a sample size of 500+.
Analyzed data through hypothesis testing and presented findings for strategic decision-making.

Market ResearchData AnalysisHypothesis Testing