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Sanchit CV

Sanchit Aggarwal is an experienced Team Leader with over 5 years in customer service operations, currently working at Revolut since March 2024. He has a strong background in managing customer satisfaction, process automation, and team performance across various organizations including Telus International and Meddo Health. Sanchit is pursuing an MBA in marketing and operations management and has demonstrated leadership skills through his involvement in extracurricular activities, such as representing Delhi in national tug-of-war championships.

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71 views3 pages

Sanchit CV

Sanchit Aggarwal is an experienced Team Leader with over 5 years in customer service operations, currently working at Revolut since March 2024. He has a strong background in managing customer satisfaction, process automation, and team performance across various organizations including Telus International and Meddo Health. Sanchit is pursuing an MBA in marketing and operations management and has demonstrated leadership skills through his involvement in extracurricular activities, such as representing Delhi in national tug-of-war championships.

Uploaded by

ghanisht.khanna
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We take content rights seriously. If you suspect this is your content, claim it here.
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Curriculum Vitae

PERSONAL INFORMATION

Sanchit Aggarwal

E-mail:[email protected]
Sex: Male | Date of birth 14/11/1999 | Nationality Indian Contact No: 9643799752

Address – 1/6760, East Rohtash Nagar, Shahdara, New Delhi – 110032

CAREER OBJECTIVE

To obtain a progressive position in the field of operations that will allow me to use the skills I have attained
and continue to learn and develop new skills at a rapid pace. My abilities and work ethic will allow me to
achieve organizational goals.

WORK EXPERIENCE

Total Work Experience: 5+ Years

Organization: Revolut
Designation: Team Leader
Process: Revolut Banking
Duration: March 2024- Present

Key Responsibilities:
 CSAT & NPS Management: Led initiatives to improve Customer Satisfaction (CSAT) and Net
Promoter Score (NPS) across international markets, resulting in enhanced customer loyalty and
service experience.
 Process Automation: Implemented automation tools to streamline processes, boost operational
efficiency, and minimize manual errors.
 Roster, Shrinkage & Attrition Management: Efficiently managed workforce planning, shrinkage,
and attrition, ensuring optimal staffing levels and productivity.
 Performance Review: Conducted regular performance reviews with the team members to ensure
accountability and foster continuous improvement.
 Reports Automation & Analysis: Automated reporting systems, performed in-depth analysis, and
presented insights to inform strategic decision-making.
 Quality Assurance: Worked closely with quality control processes to ensure adherence to service
standards, continuously refining customer interactions for improved service quality.
 Training & SOP Development: Designed and delivered comprehensive training programs,
developed SOPs, and ensured consistent, high-quality service across all support channels.

Organization: Telus International


Designation: Team leader
Process: Amazon
Duration: December 2022- September 2023

Key Responsibilities:

 Working as a team leader in inbound customer service operations and managing a team of
more than 20+ team members.
 Taking care of the BQ teams closely monitoring their performance and contribute the best to the
business.

 Experience in handling and resolving escalated customer’s concerns.

 Doing RCA of the escalated concerns and highlighting the same to the management so that they
can work upon it.

 Developing and monitoring the new staff to provide the best customer service experience.

 Assessed areas for improvement while gathering feedback from staff to ensure that customer
expectations are met.

 Performing audits of the calls and sharing the feedback on a real time basis.

 Managing the real time queue to meet the service level.

 Consistently meet or exceed daily/monthly KPI goals.

 Customerthe besttric approach and experience in driving a continuous improvement


approach toprovide best customer experience.

 Taking care of the reporting of the process on a daily, weekly, and monthly basis.

Organization: Meddo Health


Designation: Team leader
Duration: Nov. 2020-Nov. 2022

Key Responsibilities:

 Working as a Team leader in customer Email/Social Media support & Sales operations.

 Maintaining customer focus at all times and answering customers’ inquiries using the standard
guidelines.
 Handling the team of emails, social media, Inbound and Chat.
 Taking ownership of CEO complaints and queries and proactively following through to resolution.
 Worked on special projects and provided backup to the managers when required.
 Working on improving the CSAT of customer support.

 Hands-on experience on Zendesk, Zoho desk, NGUCC.


 Developing and monitoring new staff to satisfy customer service requirements.
 Supporting decisions made by the management and conveying positively to reinforce the team
members.
 Took ownership of escalated situations that needed to be handled cautiously and efficiently
due to the potential impact on customer satisfaction and brand image.
 Sharing constant feedback with the associates.
 Highlighting the fraud activities and raising them to the management.
 Coached and mentored new Representatives until an acceptable level of proficiency was achieved.

 SOP creation and user experience journey to ensure customer retention.


 Tools empowerment to automate the process for better performance with low-cost efficiency
Organization: Jindal X
Process: Zomato
Designation: (Customer service associate)

Duration: June 2019- November 2020

Key Responsibilities:

 Worked as a customer service associate in customer voice/chat support.


 Handled customers’ queries of UAE/India Chat Support.

 Took ownership of escalations from the client's end.


 Worked on special new process launch of Inbound and Outbound call support. Also, provided
backup to the OJT (On job training) Support.
 Hands-on experience on NGUCC (calling tool), Zen desk, and Zoho desk.

ACADEMIC QUALIFICATIONS
 Pursuing MBA in marketing and operations management from Lovely professional university.
 Graduation B.com Hons. from SOL DU.
 Class X and Class XII from CBSE with (9 CGPA) and (70%) respectively.

TECHNICAL & Soft/Management Skills


 Well versed with MS Office & other computer applications
 Communication skills.
 Organizing and scheduling skills
 Leadership skills

EXTRACURRICULAR ACTIVITIES
 Represented Delhi 3 times in the national tug-of-war championship.
 School games of India Gold medalist Tug-of-war
 Participated in various zonal level and state level sports tournaments.

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