Sanjay P

About Sanjay P

As a Consultant at Sirva, I support the mobility programs of a diverse client base…

Experience

1. Global Mobility Consultant

   Sirva

   Nov 2022 — Present · Bengaluru, IN

   Places proactive calls with customer to welcome them, advise on the authorized services and policies to be provided, connecting at meaningful moments throughout the move. Engages and adopts new technology enhancements and features, sharing these updates and promoting them internally and with customers to encourage high usage of tools and self-service support. Serves as a trusted advisor in the mobility programs across a client base, learning and understanding about available services, and translating those services confidently when speaking to each individual customer’s needs. Works to fully understand customer needs and concerns by asking questions, listening carefully, showing empathy and using expertise to provide sound guidance throughout the customer mobility journey. Regularly utilizes the Digital Policy Solution to access client policy information to ensure timely and accurate information is adequately conveyed to the customer. Understanding customer personas, tailors interactions and services as appropriate to respond to each of their unique scenarios and concerns. Quickly recognizes and adjusts as personas may shift along the relocation journey. Ability to advise on services delivered by our supplier partners and trouble shoot across service lines. Manages a high volume of customer files seamlessly, and across varied clients and locations, to ensure excellent customer service and satisfaction. Utilizes an omnichannel technology solution (phone, email, chat, etc.) to support customer interactions. Partners internally with other customer support teams to ensure all customer needs are promptly met, coordinating and responding as a single support team for the customer. Collaborates externally with supplier partners as appropriate, to coordinate authorized services for the customer, recognizing these suppliers are an extension of the customer experience. Ensures outlined Key Experience Metrics and customer/client SLAs are met or exceeded.

Education

• MALABAR COLLEGE OF ENGG & TECH., DESHAMANGALAM

  Bachelor of Technology - BTech

  2014 — 2018