Sourav Sah
Dynamic and results-oriented sales and customer service professional
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About
Dynamic and results-oriented sales and customer service professional with 5 years of cross-functional experience spanning B2B/B2C sales and international BPO customer support. Demonstrated expertise in client relationship management, inbound/outbound call handling, and CRM-driven pipeline management. Proven track record of consistently achieving and surpassing KPIs in high-pressure, target-driven environments — including a UK voice process for Sainsbury's through Concentrix.
Adept at delivering first-call resolution, managing escalations, and building lasting customer loyalty across diverse industries.
Experience
Customer Support Executive (International BPO — UK Process) at Concentrix (2025-10 – Present)
Client Process: Sainsbury's (UK Retail)
- Handled high-volume inbound customer calls for Sainsbury's UK shoppers, delivering consistent first-call resolution (FCR) and maintaining CSAT scores above the team benchmark.
- Managed queries related to online grocery orders, Click & Collect, Nectar loyalty card, delivery tracking, and product availability across UK store locations.
- Navigated live CRM tools (Salesforce/in-house platforms) to log, update, and resolve customer tickets in real time, ensuring SLA compliance at every interaction.
- De-escalated complex and irate customer situations using active listening, empathy-based communication, and solution-oriented approaches — reducing repeat-call rates.
- Collaborated with internal UK operations and back-end teams to resolve order discrepancies, refund requests, and account-related issues within defined TAT.
- Maintained thorough call documentation and adhered strictly to GDPR data-protection guidelines relevant to UK customer data handling.
- Consistently met and exceeded daily KPIs including Average Handling Time (AHT), Quality Assurance (QA) scores, and customer satisfaction metrics.
- Participated in regular calibration sessions and product knowledge updates to stay aligned with Sainsbury's evolving UK retail promotions and policies.
Senior Sales Executive at Digiking Communications (2018-10 – 2023-10)
- Developed and executed end-to-end sales strategies aligned with company revenue targets and market expansion goals, consistently achieving 100%+ of quarterly sales quotas.
- Identified, prospected, and qualified new clients through market research, cold outreach, referral networks, and digital lead generation channels.
- Built and nurtured long-term B2B and B2C client relationships, resulting in a measurable improvement in client retention and repeat business revenue.
- Conducted structured needs assessments to understand client pain points and proposed tailored solutions that directly addressed business challenges.
- Managed escalations and resolved client complaints swiftly and professionally, maintaining high Net Promoter Scores (NPS) and customer satisfaction ratings.
- Collaborated cross-functionally with operations, marketing, and delivery teams to ensure seamless client onboarding and service fulfilment.
- Tracked, analysed, and reported on sales pipeline data using CRM tools, delivering actionable performance insights to senior leadership on a weekly basis.
