Sumukh Vasist

Experience

• 

  Samsung Electronics

  Nov 2016 - now

  Case Manager - VOC and Customer Care

  Training and mentoring team members on process and Consumer Guarantees ActExperienced in handling all process related issues including tackling escalations of all the consumer related products of Samsung like HHP, AV and White GoodsHonoring all commitments in relation to call-backs, follow-ups, etc.Taking ownership of each and every case till completion.Processing escalated issues received from other Samsung Departments, including ASCs, Sales Reps and Service Supervisors & customers.Continuous contact with customers with escalations to reach an outcome within prescribed timeframes. Keeping all parties concerned with reference to each case and updating or providing outcome by the end of every business day until resolved.Developed and maintained relationships with all relevant internal/external stakeholders as appropriate.Thinking on feet and making appropriate logical decisions case by case.Provide briefings and present case overviews to colleagues and more senior members of staff where necessary. Show less