Sathya Shri. B

Experienced professional in Customer Relationship Management, Business Development, and Customer Support with expertise in team handling, client coordination, telesales, escalation management, and CRM operations. Skilled in improving customer satisfaction, achieving business targets, and managing daily operations efficiently.

Customer Success Manager - Galaxy Incorporation - Chennai

(2025-05)

• Built and improved customer support processes, escalation handling systems, and operational workflows to enhance service efficiency and customer experience.
• Managed end-to-end customer relationships for leading brands Baybee, Drogo, Domestic, ensuring high customer satisfaction, retention, and timely issue resolution.
• Led and built the Customer Success team by managing daily operations, team coordination, performance reviews, and workflow optimization.
• Handled customer interactions through email, live chat, and calls while maintaining SLA adherence and professional communication standards.
• Managed escalation calls, refund cases, replacement requests, and high-priority customer issues as the final point of resolution.
• Conducted supervisor and review calls with customers and internal stakeholders to improve service quality and customer satisfaction scores.
• Managed Freshdesk integration, CRM operations, ticket management, and daily customer support activities.

Business Development Officer - Azotos Pvt Ltd - Chennai

(2023-03 - 2025-04)

• Led and managed a high-performing telecalling team by setting daily and weekly targets, monitoring team performance, and driving lead generation activities.
• Pitched business projects to clients through calls, virtual presentations, and in-person meetings, successfully converting prospects into long-term clients.
• Took ownership of projects from initial requirement gathering to planning and execution coordination.
• Acted as a bridge between clients and technical teams by translating client requirements into actionable deliverables.
• Coordinated directly with clients to explain project modules, implementation plans, and timelines.
• Achieved and exceeded monthly and quarterly sales and acquisition targets.
• Played a key role in bringing in new business opportunities through effective prospecting and relationship-building strategies.
• Conducted project presentations and demos for potential clients.

Senior Customer Support Executive - Groupon - Chennai

(2014-12 - 2017-01)

• Handle customer interactions through email, chat, and calls, ensuring timely and accurate resolution of queries.
• Handled complex customer escalations, including email, chat, and critical escalation calls, ensuring timely resolution with strong ownership and professionalism.
• Acted as the first point of escalation for critical issues.
• Manage and resolve escalation cases, ensuring adherence to company policies and maintaining customer satisfaction.
• Approve or validate exceptions for the team based on process guidelines and business requirements especially in complex or policy-exception cases.
• Conduct and lead team huddles and daily updates, ensuring alignment on process changes, priorities, and performance goals.
• Maintain and monitor agent performance reports, ensuring accuracy in tracking productivity and SLAs.
• Perform quality audits on email, chat, and call interactions to ensure compliance with quality standards.
• Ensured end-to-end ownership of escalated cases, maintaining regular follow-ups until closure.
• Documented escalation details accurately to support process tracking, reporting, and root cause analysis.
• Contributed to reduction in repeat escalations by identifying patterns and suggesting process improvements.
• Provide individual feedback and coaching to agents based on performance metrics and quality parameters.
• Identify process gaps, suggest improvements and get it implemented after discussion with the upper management.

Customer Support Executive - E Cosmos India Pvt Ltd - Chennai

(2013-01 - 2014-11)

• Processed medical orders for U.S.-based clients while ensuring complete accuracy and compliance standards.
• Handled more than 50 inbound and outbound calls daily while consistently meeting SLA targets.
• Maintained detailed customer records and order notes within internal systems.
• Generated daily, weekly, and monthly operational reports for management review.
• Ensured all orders were processed within strict turnaround timelines.
• Achieved targets related to AHT, call quality, and order accuracy.

Bachelor of Engineering - Electrical & Electronics Engineering - St. Columbans AIHSS (2008 - 2012)