Sagar Kachhara

Currently serves as an Executive Associate specializing in US Process customer success, applying comprehensive product knowledge to drive superior customer satisfaction and efficient issue resolution.

• Leveraged comprehensive product knowledge to drive superior customer satisfaction, enhancing client retention and loyalty.
• Cultivated strong customer relationships across phone, email, and live chat channels, fostering positive brand perception and engagement.
• Streamlined issue resolution processes, leading to a significant increase in client satisfaction scores and service efficiency.
• Managed substantial daily communication volumes via email and live chat, maintaining high response rates and quality standards.
• Mentored and supported junior staff in workload management, contributing to optimized team efficiency and productivity.

Mentored young students and fostered their academic and emotional development through tailored programs and relationship building, ensuring high levels of student and parent satisfaction.

• Mentored over 50 students aged 5-8, building foundational skills for academic readiness and success through personalized guidance.
• Co-organized and facilitated extracurricular activities, significantly enhancing student enjoyment and knowledge retention in core subjects.
• Cultivated strong, trusting relationships with students and parents, providing personalized support that improved student progress and engagement.
• Collaborated with students and parents to devise personalized mentoring programs, addressing specific educational and emotional development needs.
• Consistently resolved customer queries and problems through effective communication, ensuring high satisfaction rates and positive feedback.

Led a team of 6 at ICICI Bank, overseeing two-wheeler loan operations and optimizing processes to enhance team efficiency, productivity, and customer service delivery.

• Managed daily operations for two-wheeler loan processing, ensuring efficient workflows and exceptional customer service delivery.
• Monitored team performance against KPIs, implementing targeted training programs that significantly improved team efficiency and output.
• Spearheaded operational improvements that increased overall team productivity by optimizing task delegation and workload distribution.
• Ensured 100% team compliance with company regulations and industry standards, mitigating risks and maintaining operational integrity.
• Managed and mentored a team of 6, consistently achieving exceptional service delivery and exceeding performance targets.

Developed and executed comprehensive digital marketing strategies, creating diverse content and campaigns to enhance brand awareness, drive sales, and optimize client value.

• Developed a diverse portfolio of digital marketing content, including blogs, social media assets, videos, and presentations, driving significant online engagement.
• Collaborated with cross-functional marketing teams to identify new growth opportunities and develop innovative strategies, staying current with industry trends.
• Designed data-driven digital marketing strategies leveraging market insights and competitive analysis to achieve client objectives.
• Executed successful digital strategies that significantly increased business awareness, sales, and positive brand repetition for clients.
• Devised and deployed high-performing email marketing campaigns, maximizing reader engagement and conversion rates.

As a Senior Quality Analyst, conducted rigorous performance tests and managed quality assurance processes for US-based operations, ensuring high standards of functionality, reliability, and team performance.

• Conducted comprehensive performance tests on US process features, ensuring optimal functionality, reliability, and quality standards.
• Authored detailed findings reports, providing actionable insights that informed senior leadership decisions and led to operational improvements.
• Identified and communicated critical production problems to supervisors, actively contributing to rapid remediation efforts and minimizing downtime.
• Maintained high quality standards by identifying errors, implementing corrective actions, and providing targeted feedback to significantly reduce omissions.
• Trained and mentored over 15 employees, enhancing their skills and maximizing overall team performance and efficiency.