Summary
Overview
Work history
Education
Skills
Certification
Languages
Custom
Affiliations
Accomplishments
Timeline
Generic
Surya Kashyap

Surya Kashyap

Solihull,West Midlands

Summary

Professional with extensive experience in call centre management and customer relationship development, utilizing strong leadership and organizational skills to drive productivity and improve client satisfaction. Proficient in needs assessment, issue resolution, and customer retention strategies, ensuring effective service delivery and loyalty enhancement. Expertise in upselling, escalation management, and managing challenging customer interactions with professionalism. Focused on implementing innovative customer engagement techniques and enhancing account management capabilities.

Overview

11
11
years of professional experience
3
3
years of post-secondary education
1
1
Certification

Work history

Team Performance Support Manager

Npower Business Solutions
Solihull
2025.03 - Current
  • Refined support processes to optimise workflow efficiency.
  • Introduced innovative solutions that enhanced overall process performance.
  • Created a supportive work environment, achieving high staff retention rates.
  • Promoted an open feedback culture to generate improved ideas.
  • Conducted regular training sessions to ensure teams maintained up-to-date product knowledge.
  • Coordinated support operations to align team efforts with organisational objectives.
  • Monitored employee and customer interactions to assess service quality.
  • Directed support staff to efficiently resolve customer inquiries.

Senior customer service advisor

Npower business solutions
Solihull
2022.11 - 2025.02
  • Enhanced brand loyalty, provided excellent service at all times.
  • Managed complex customer issues to successful resolution.
  • Strengthened client relationships with clear communication and problem-solving skills.
  • Responded to difficult situations calmly, gained trust of aggrieved customers.
  • Coordinated with other teams to resolve multi-faceted client problems swiftly.
  • Handled high volume of calls daily for faster issue resolution.
  • Streamlined responses to emails, improved response time significantly.
  • Improved customer satisfaction by promptly addressing queries and complaints.

CUSTOMER SERVICE ADVISOR

Teleperformance UK
Solihull, WEST MIDLANDS
2021.06 - 2022.10
  • Addressed customers courteously using suitable methods and problem-solving skills.
  • Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts.
  • Responded to telephone inquiries and complaints following standard operating procedures.

BUSINESS DEVELOPMENT EXECUTIVE

IndoUkB2B Consortium Ltd
Solihull, WEST MIDLANDS
2021.01 - 2021.05
  • Closed opportunities with senior-level executives and decisions makers.
  • Set up and onboarded new accounts.
  • Developed new business and long-term account opportunities through prospecting and cold calling.

INSIDE SALES MANAGER

WhiteHat Jr Education Pvt Ltd
Bengaluru, KARNATAKA
2020.08 - 2020.10
  • Resolved complex issues to significantly boost customer satisfaction.
  • Streamlined internal processes, enhancing team efficiency and productivity.
  • Streamlined sales processes to enhance team productivity.

TEAM LEADER

JSP KIA AUTOCORE
Bengaluru, KARNATAKA
2019.12 - 2020.08
  • Recommended changes in working conditions and equipment to increase business unit and team efficiency.
  • Conducted performance reviews to measure employee growth and skills.
  • Addressed customer questions and recommended appropriate products and services to increase satisfaction.

CHIEF OPERATIONS OFFICER

MALNADFLAVOURS FRESH FOOD PRIVATE LIMITED
Bengaluru, KARNATAKA
2019.04 - 2019.12
  • Implemented budgetary control systems to support cost-reduction and budget adherence.
  • Gave presentations at meetings and conventions to promote services and offerings.
  • Analyzed operations to evaluate company performance and to determine areas of potential improvement.

RELATIONSHIP MANAGER CORPORATE SALES

NEXA, PRATHAM MOTORS PVT LTD
Bengaluru, KARNATAKA
2017.04 - 2019.03
  • Monitored customer preferences to determine focus of sales efforts.
  • Developed sales team through motivation, counseling and product knowledge education.
  • Resolved customer complaints regarding sales and service.

SENIOR SALES EXECUTIVE

PRATHAM MOTORS PVT LTD
Bengaluru, KARNATAKA
2014.08 - 2017.03
  • Maintained strong relationships with key customers and stakeholders.
  • Used negotiation and persuasion skills to influence decision-makers.
  • Collaborated with marketing to develop and execute marketing campaigns.

Education

DIPLOMA - CIVIL ENVIRONMENTAL ENGINEERING

SRI JAYACHAMARAJENDRA POLYTECHNIC
BENGALURU, KARNATAKA
2009.04 - 2012.03

Skills

  • Organizational skills
  • Motivational leadership
  • Customer relationship building
  • Competitive drive
  • Connection development
  • Customer needs analysis
  • Positive demeanor
  • Trust and loyalty cultivation
  • Detail-oriented efficiency
  • Call center management
  • Needs assessment expertise
  • Courteous service mindset
  • Escalation management
  • Productivity optimization
  • Upselling strategies
  • Difficult customer handling
  • Issue resolution techniques
  • Customer retention strategies
  • Account management proficiency
  • Online chat support
  • Telephone communication skills
  • Client rapport building
  • Customer inquiry response

Certification

  • AINSC - 2010 Merit Certificate, Directorate General National Cadet Corps
  • Technical Support Fundamentals, Google, Coursera

Languages

English
Hindi
Telugu
Tamil

Custom

  • National level Silver Medalist at AINSC-2010 (All India NauSainik Camp) held at Eastern Naval Command Visakhapatnam.
  • Awarded as Mr.Nexa of batch 2017 at Hotel Radisson Blu(Delhi) from MARUTI SUZUKI INDIA LTD.
  • Awarded as Ciaz Sales Expert at Hotel Ashoka by MARUTI SUZUKI INDIA LTD in 2018.

Affiliations

  • playing cricket
  • badminton

Accomplishments

I&C Customer Star Award Nominee – 2025
Recognized for outstanding performance in a contact center support role andnominated for consistently delivering exceptional customer service, resolving issues efficiently, and contributing to a positive client experience within the I&C division.

I&C Customer Star Award Winner – 2024
Recognized for exceptional customer service and dedication to client satisfaction; nominated by peers and selected as the annual award recipient within the I&C division.

Spirit of I&C Awards Nominee – 2024
Nominated for exemplifying the core values and collaborative spirit of the I&C division, reflecting outstanding commitment, integrity, and team contribution.

Timeline

Team Performance Support Manager

Npower Business Solutions
2025.03 - Current

Senior customer service advisor

Npower business solutions
2022.11 - 2025.02

CUSTOMER SERVICE ADVISOR

Teleperformance UK
2021.06 - 2022.10

BUSINESS DEVELOPMENT EXECUTIVE

IndoUkB2B Consortium Ltd
2021.01 - 2021.05

INSIDE SALES MANAGER

WhiteHat Jr Education Pvt Ltd
2020.08 - 2020.10

TEAM LEADER

JSP KIA AUTOCORE
2019.12 - 2020.08

CHIEF OPERATIONS OFFICER

MALNADFLAVOURS FRESH FOOD PRIVATE LIMITED
2019.04 - 2019.12

RELATIONSHIP MANAGER CORPORATE SALES

NEXA, PRATHAM MOTORS PVT LTD
2017.04 - 2019.03

SENIOR SALES EXECUTIVE

PRATHAM MOTORS PVT LTD
2014.08 - 2017.03

DIPLOMA - CIVIL ENVIRONMENTAL ENGINEERING

SRI JAYACHAMARAJENDRA POLYTECHNIC
2009.04 - 2012.03

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Surya Kashyap