Saurabh Singh

Operations Associate

Bengaluru, Karnataka, India3 yrs 6 mos experience

Highly Stable

Key Highlights

Reduced RTO from 25% to 14% through process improvements.
Managed 500+ daily customer interactions with high quality.
Drove +15% sales growth in previous leadership role.

Stackforce AI infers this person is a Customer Relationship Management expert in the D2C E-commerce sector.

Contact

Skills

Core Skills

Customer Relationship Management (crm)Customer RetentionCustomer ExperienceTeam ManagementSales Management

Other Skills

RTO ManagementProcess EnhancementPerformance MetricsDatabasesAuditingIVR/call center operationsLTV optimizationWhatsApp BusinessPost-Sales SupportBusiness AnalysisPerformance MotivationKnowledge AcquisitionEntrepreneurshipProblem SolvingSkill Development

About

In November 2025, our COD return rate was 25%. By April 2026, it was approximately 14.65%. That's not a coincidence — it's what happens when you fix the process upstream, not the symptom downstream. I'm Saurabh, an Assistant Manager – CRM at TURMS (Unwind Minds Pvt. Ltd.), a D2C fashion brand in Bengaluru. I manage the full customer lifecycle — from the moment someone places an order to making sure they come back and buy again. What I've built and delivered: → Cut RTO from 25% → 14% via pre-dispatch COD confirmation & size/fabric validation → Team maintaining 90%+ first response within 30 mins | 95%+ closure rate → Managing 500+ daily customer interactions with zero compromise on quality → Previously led 25+ member sales team at NoBroker | Drove +15% sales & +20% call quality My toolkit: Shopify · GoKwik · ClickPost · Shiprocket · EasyEcom · Airtel IQ · Looker Studio · WhatsApp Business API · Razorpay I believe CRM done right isn't a cost centre — it's a growth engine. Every resolved complaint is a retained customer. Every well-timed campaign is revenue that didn't need an ad spend. Currently open to conversations about D2C CRM strategy, retention consulting, or leadership roles in customer lifecycle management. 📩 saurabhsingh142000brh@gmail.com | Based in Bengaluru

Experience

3 yrs 6 mos

Total Experience

3 yrs

Average Tenure

6 mos

Current Experience

Turms intelligent apparel

Assistant Manager- CRM

Nov 2025 – Present · 6 mos · Bengaluru, Karnataka, India · On-site

Led end-to-end CRM and CX operations for TURMS, a D2C fashion brand — managing customer lifecycle from onboarding through retention across all post-purchase touchpoints.
🔹 Reduced RTO by implementing structured pre-dispatch confirmation calls for COD orders with real-time size & fabric validation and pin code verification— significantly cutting reverse logistics cost
🔹 Managed a CX team handling 500+ daily interactions, achieving 90%+ first response within 30 mins and 95%+ query closure rate with full SLA adherence
🔹 Migrated team workflows from manual calling to IVR-based processes (Airtel IQ), reducing handling time and improving consistency

Team ManagementCustomer ExperienceCustomer Relationship Management (CRM)Customer Retention

Nobroker.com

3 roles

Unit head

Promoted

Mar 2024 – Nov 2025 · 1 yr 8 mos

Led and performance-managed a 25+ member sales team, driving +15% sales achievement and +20% call quality improvement through structured coaching and weekly audit sessions
🔹 Introduced objection-handling frameworks and conflict resolution processes, measurably reducing absenteeism and increasing team accountability
🔹 Built Google Sheets dashboards for real-time tracking of attendance, leads, and target vs. achievement — used by senior management for weekly reviews

Sales Management

Senior Sales Executive

Promoted

Sep 2023 – Mar 2024 · 6 mos

🔹 Managed 150+ daily leads across the full sales funnel, consistently exceeding monthly targets by 10% through structured follow-up and objection handling
🔹 Mentored new joiners on sales processes, reducing onboarding ramp time and contributing to team conversion improvement

DatabasesAuditingSales Management