Saurav Sahay

Customer support professional with 2 years and 4 months of experience in both voice and non-voice processes, specializing in email, social media, and outbound logistics support. Proven ability to resolve customer complaints, coordinate with cross-functional teams, ensure SOP and compliance adherence, mentor team members, and maintain high customer satisfaction standards. Skilled in handling shipment-related queries, internal audits, and timely escalations while upholding quality and data privacy guidelines.

Associate - Consignee (Voice) at Delhivery Limited (2024-12 – 2025-04)

Managed outbound customer calls for shipment tracking, delivery status, and service inquiries in logistics operations.

• Managed outbound customer calls for shipment tracking, delivery status, pickups, returns, and service inquiries to enhance customer experience.
• Provided accurate information on logistics services, delivery timelines, and company policies to ensure customer satisfaction.
• Resolved customer complaints by coordinating with operations, delivery hubs, and internal support teams, improving resolution times.
• Escalated complex or unresolved issues to supervisors to ensure timely resolution and maintain service standards.
• Followed standard operating procedures (SOPs), quality guidelines, and data privacy policies.

Subject Matter Expert Grade 1 (Non-Voice) at Teleperformance (2022-05 – 2024-04)

Delivered customer support through email and social media with focus on accuracy and compliance.

• Delivered timely, accurate responses to customer inquiries via email, contributing to high customer satisfaction ratings.
• Addressed social media queries and complaints, reinforcing positive brand image across platforms.
• Conducted internal audits to ensure compliance with company policies and procedures.
• Mentored new hires and assisted colleagues with complex customer issues, fostering team collaboration and knowledge sharing.
• Maintained detailed records of customer interactions and resolutions.

Master of Business Administration in Business Administration – Dr. D.Y.Patil Vidyapeeth's Center for Online Learning (2024-09 – 2024-09)

Bachelors of Arts in Arts – Punjab University (2016-06 – 2016-06)