Gurudev Singh

About Gurudev Singh

Responsible and accountable for Social Media, Email and Grievance redressal.• Responsible for Business KPI defined across all the LOB aligned ( Social Media, Email and Grievance redressal) • Manage the team operationally and ensure customer issues are addressed as per set process •Build and engage in service recovery programs and initiatives ( Resulting in process improvement, tech solve or enhanced c-sat ) • Ensure qualitative and quantitative analysis based on data which leads to enhanced experience •SOPs creation, validated, re-defined wherever required for building brand essence and service recovery Collaborate with other departments for faster resolution. • Proficient with advance MS Excel Customer Support Manager (INDIA) with expertise in CRM & Sales operations.Proficient in managing multiple tools including Zoho CRM, Zoho Desk, MyOperator IVR, Ameyo IVR, and OneDirect.Swiftly address escalated cases and tickets across diverse platforms.Efficiently handle client and inter-departmental communications to ensure prompt issue resolution.Collaborate with Developer, Repair, Ops Team, and FASTag departments to close tickets.Engage in regular meetings with the product team to discuss requirements and emerging issues.Skilled in process creation, RCA (Root Cause Analysis), and implementing corrective actions.Conduct team reviews, manage teams, and prioritize time effectively in a 24*7 work environment.Facilitate weekly and monthly work analysis meetings.Manage and address negative reviews and ratings on Play Store and Google Business.Lead a team in handling customer queries and complaints across various platforms.Keep the team updated on new features and relevant issues through regular education sessions.Provide comprehensive training and assistance to new hires, addressing all their queries.Prepare daily and monthly reports for the Support Department\'s tickets and team performance.

Experience

1. Senior Manager - Customer Experience

   Sensorise Smart Solutions Pvt Ltd

   Aug 2025 — Present · Gurugram, IN

Education

• School Of Open Learning

  Bachelor of Arts - BA

• Delhi University

  Bachelor of Arts - BA

  2009 — 2011