Saran Kumar Chettri

• Led support initiatives for small business customers facing internet and router challenges, enhancing customer satisfaction through effective remote troubleshooting and device configuration.
• Executed Technical Break Fix (TBS) procedures over the phone, successfully resolving issues and coordinating engineer visits when remote solutions were insufficient.
• Championed business continuity by delivering clear, actionable workarounds and backup strategies, ensuring minimal disruption during field support scenarios.
• Fostered strong customer relationships by actively listening to concerns and providing timely solutions, contributing to improved service delivery and customer retention.
• Collaborated with cross-functional teams to streamline support processes, resulting in increased efficiency and reduced resolution times.

• Oversaw credit card portfolios, enhancing recovery rates while prioritizing exceptional customer satisfaction.
• Evaluated customer creditworthiness through detailed analysis of payment history and credit metrics, facilitating timely extensions during emergencies.
• Led team initiatives in the absence of management, conducting team huddles, mentoring new employees, and driving KPI success.
• Honored as Top ACM Achiever (Q1 2019) for exemplary performance and dedication to service excellence.
• Developed strong relationships with customers, fostering trust and loyalty, which are essential for a customer service supervisor role.
• Utilized conflict resolution skills to address customer inquiries, ensuring a positive experience and reinforcing brand loyalty.

• Led customer interactions to provide effective repayment solutions and customized payment plans, enhancing customer satisfaction and loyalty.
• Advanced to Quality Analyst, where I monitored and evaluated calls, providing actionable feedback that significantly reduced policy and procedural errors.
• Developed and presented comprehensive monthly and annual quality performance reports to stakeholders, driving continuous improvement initiatives and fostering a culture of excellence.
• Collaborated with cross-functional teams to implement best practices, resulting in improved service delivery and operational efficiency.
• Trained and mentored new team members, promoting a high-performance customer service environment.