Saurabh Srivastava

 CURRICULUM VITAE Saurabh Srivastava Flat No A 315, Asha Apartment, Railway Road Bazaria, GhantaGhar, Ghaziabad 201001, Uttar Pradesh, India Mobile #- /- E-mail:- SUMMARY:- A well-trained and highly organized Service Manager with more than 18 years of experience who will provide high-quality customer service and satisfaction at or above company standards while leading a dynamic and high-performing selling and technical team in sales and service. EDUCATION:- Academic Credentials Certifications Post Gradation in MBA with Marketing and IT Subjects Passed year- NISM – Certified Financial Planner Adviser Module Bachelor of Commerce from Lucknow university Passed Year- 12th with commerce Subject from U.P Board Passed year 1995 10th with commerce Subject from U.P Board Passed year 1993 Indian Institute of computer Governed by Sharman Vidyapeetham in Lucknow- Certification in Lean Six Sigma white and Yellow Belt from six sigma Academy Amsterdam. Carrier Air-Con Limited in Kanpur on ‘Comparative Study between Carrier Air Conditioners and Other Air Conditioners in Kanpur City. Undertook A Project Titled ‘Computational Comparison Of Privatized And Nationalized Banks’. EXPERIENCE:- Worked as Manager –Sales and CRM Support in Precision Services Group - Oct 2019 to June 2021 Process administrative documents to set standards and within service level agreements, Plan and organize own workload to ensure an efficient and timely service is provided. Coordinate office activities and operations to secure efficiency and compliance with company policy Supervise administrative staff and divide responsibilities to ensure performance. Provide a quality administrative support to, and on behalf of, the Broker Consultant Team Liaise with internal departments in providing service to meet the broker's expectation. Proven support and client service experience, relationship management or institutional sales experience, though exceptional candidates who can meet the requirements for this role may also be considered. Manage efficient communication with all internal and external customers and suppliers and resolve all technical issues and prepare drafts for all engineering projects and recommend change proposals. Escalation Management, Prepare all procurement specifications and prepare all technical procedures and bill of materials and provide support to all material requirements and review all designs to improve performance. Perform research on new technology to develop new products and assist to prepare all prototype and ensure utilization of all engineering tools for various projects. Evaluate all performance requirements according to customer specifications and prepare all required documents and perform tests on all sales and customers and provide resolution according to standard products. Worked as Asst. Manager CRM in WTC Noida Development Co. Pvt. Ltd- Nov-2014 – Sep 2019 Ensuring High Standards of Service Delivery, Query Resolution Documentation Within Specified Time Limits. Ensuring Standardized MIS Procedures. Acting as the Customer's Escalation Point for Business-critical Support Issues. Customer Service Profile Included Regular Communication with the Customer, Solving Their Queries, Explaining the Technicalities Involved with the Modifications, the Product in Which They have Invested and Ensured a Unique Post-sale Experience. Drafting CRM Standard Formats, Handling Documentation of Bookings, Change in Bookings. Customer Care Process for Projects for all the Consumer Touch points, from the Time of Sale to the Handover. Responsible for handling customers of Lawns & Beyond project contains entire customer data base Customer Care Process for Residential Projects for all the Consumer touch points, from the Time of Sale to the Handover of the Attending customers who visit HO with their queries to resolve and ensure 100% satisfactory with the adequate resolution to the query. Cancellations, transfer requests and registration process. Resolving customer queries, preparing ledgers and addressing the issues highlighted by the customers through call. Managing post booking customer services till delivery /possession stage. Customer service and sales support: Providing sales support to RM’s (Retail Banking & Institutional Clients). Attending to all cases highlighted by the sales i.e. all exceptional transactions, grievances etc. Lead cross-training initiative to continue expansion of “open-market” to ensure all sales support team members are competent in all disciplines (Zone, IC, Third Party, Digital, etc.) Worked as Asst. Manager CRM in Madhyam Buildtech Pvt. Ltd- July 2013 – Oct 2014 Build and maintain relationships with the entire customer base assigned; by ensure constant engagement with customers during the life cycle and moments of planned spontaneity. Planned wow moments executed to perfection at important stages in the customer lifecycle like welcome, agreement and handover of possession Responsible for Customer Satisfaction and high service quality standards - Consistency in experience backed up by constant monitoring and necessary enhancements Responsible in maintaining MIS and closely work for Preparation of Final work Report. Coordinating with the internal partners and middle office teams for the process improvement & updating the MIS report logic's. Responsible for Demand generation, Cheques validation, Sales Order, Generation, Customer Master, Material, Debit & Credit Note creation. Responsible for handling customers of Lawns & Beyond project contains entire customer data base. Attending customers who visit HO with their queries to resolve and ensure 100% satisfactory with the adequate resolution to the query. Cancellations, transfer requests and registration process. Resolving customer queries, preparing ledgers and addressing the issues highlighted by the customers through call. Managing post booking customer services till delivery /possession stage. Collection of payment dues, against demands generated with construction progress Assisting customers on allotment of Flats, Registration, Cancellation, Bank Loan Issues, Transfer of Deeds, Bank Loan processing of document Worked as Service Executive in Franklin Templeton Investment (India) Pvt. Ltd- August 2005 – June 2013 Operational: Reporting of all commercial and NCT (Non-Commercial Transactions) including High value purchases and redemption in liquid schemes & equity schemes. Seamless reporting of all transactions and subsequent follow up with the registrars. KYC and AML process handling, account statements, communication letters, Bill dispatching to HO. Customer service and sales support: Providing sales support to RM’s (Retail Banking & Institutional Clients). Attending to all cases highlighted by the sales i.e. all exceptional transactions, grievances etc. Providing operational services to Distributors and Investors. Giving assistance to walk-ins. convincing the Walk-ins for investment. Attending customers who visit HO with their queries to resolve and ensure 100% satisfactory with the adequate resolution to the query. Cancellations, transfer requests and registration process. Resolving customer queries, preparing ledgers and addressing the issues highlighted by the customers through call. Resolving customer queries, preparing ledgers and addressing the issues highlighted by the customers through call. Attending customers who visit HO with their queries to resolve and ensure 100% satisfactory with the adequate resolution to the query. Cancellations, transfer requests and registration process. Lead cross-training initiative to continue expansion of “open-market” to ensure all sales support team members are competent in all disciplines (Zone, IC, Third Party, Digital, etc.) Worked as Sales Service Executive in Karvy Leading Financial Services Group- June 2004 – July 2005 Receive and resolve varied enquiries from brokers, customers or public and ensure that they are dealt with efficiently Ensure all callers, brokers and customers alike, are dealt with in a prompt, professional and courteous manner to ensure the highest level of customer service Provide a quality administrative support to, and on behalf of, the Broker Consultant Team Assist in the development and retention of relationships with brokers through appropriate communication. Direct co-ordination with AMC for KYC and AML process transaction related query. Preparation and implementation of De-mat and Trading Accounts. Distributor query – product training and commission and redemption cheques. Solve investor query pertaining to account statement and handled NCT transactions. Formulation and familiarizing the customer for the best segment of mutual funds. Formulation and familiarizing the customer for the best return of Investments. Worked as Sales Executive in IndusInd Bank (Lucknow Branch) – September 2002 – May 2004 Mobilization of deposits through references and existing customer of the bank. Giving complete knowledge of various products of the bank to the customers and selling them the right matching product as per their need. Have been instrumental in developing strong customer relations and resulting in addition of fresh accounts & generation of leads through existing customer base. Cross selling, managing back office operations like daily reporting, MIS etc. Attending customers who visit HO with their queries to resolve and ensure 100% satisfactory with the adequate resolution to the query. Cancellations, transfer requests and registration process. Resolving customer queries, preparing ledgers and addressing the issues highlighted by the customers through call. Personal Snippets DOB - 04TH December 1977 Father Name - Shri S.K Srivastava Marital Status- Married Thanks and Regards Saurabh Srivastava