Saurabh Bansal

• Reduced churn by 23% through personalized retention strategies and service recovery initiatives. • Spearhead end-to-end CX strategy, leading a team of 40+ members to grow monthly revenue by ~5% • Root out inefficiencies, incorrect procedures and instituted actionable that improved NPS by 16%Implemented VOC insights and analytics, reducing customer complaints by 15% through proactive solutions • Revised SOPs to streamline the claims and refund process; resulting an improvement in turnaround time by 8% • Providing workshops to new on-boarding customers for seamless experience that foster trust, engagement and long-term retention • Maintained and improved data management processes & accuracy •Developed and implement several campaigns for customer engagement and retention via call center • Collaborated with tech & product teams to enhance UX/UI and reduce friction points in the customer journey • Stakeholder meetings to review performance metrics, analyze key insights, and propose strategic improvements for future growth

• Managed a high-performing inside sales team, driving revenue growth by 10% YOY • Developed lead generation and conversion strategies, improving sales pipeline efficiency • Led stakeholder meetings to review performance metrics, identify growth opportunities, and optimize sales processes • Strengthened client relationships, increasing customer retention by 40% through personalized sales approaches • Implemented customer engagement programs loyalty & rewards along with VOC programs NPS and CSAT • Collaborated with operations and delivery teams to enhance service efficiency and client satisfaction.

• Successfully led a high-performing inside sales team, resulting in a 10% year-over-year revenue growth. • Designed and executed lead generation and conversion strategies, enhancing sales pipeline efficiency. • Conducted stakeholder meetings to analyze performance metrics, explore growth opportunities, and enhance sales processes. • Strengthened client relationships, leading to a 40% increase in customer retention through tailored engagement strategies. • Established customer engagement programs, incorporating loyalty and rewards initiatives, and improved VOC programs, NPS, and CSAT scores. •Partnered with operations and delivery teams to elevate service efficiency and customer satisfaction.

• Client management by submitting reports of operations, together with TAT actions and actionable data/information Handled customer engagement programs and escalations from HNI customers • End to End escalation management for the cases escalated to MD’s desk or Board Members. Coordinating between Customer, Technical Team and Dealership to address the concerns highlighted by customer • Implemented changes in line with process requirement for positive feedback from customer and client • Participated the process transition to streamline the technical aspect of the process resulting better customer experience • Crowd management and customer handling at Auto Expo – Mercedes-Benz pavilion • Managing a selected part of dealership KPI and guiding them over better productivity

• Processed customers’ queries online and offline and ensured end-to-end product understanding • Handled escalations and dealt efficiently with customer’s complaints & queries of all tonalities • Maximized every sales opportunity by cross-selling • Collated, organized and documented customers’ data & request on daily basis