Archana Jagtap
Customer Success/Service Manager
Pune,Maharashtra
Summary
Result-driven customer success manager with 14+ years of experience in the sales and service background.
To train and assist fellow colleagues in building strong leadership skills.
Accept more challenging roles that push me to utilize my strong analytical, negotiation and team building skills to enable me to consistently exceed the goals of the organization. o Implemented changes to the previous processes which boosted the customer satisfaction at a business level.
Thorough Knowledge of SAAS Applications, MS Excel, Power Point.
Overview
15
15
years of professional experience
Work History
Customer Success Manager
Bluewhirl Technologies Pvt Ltd
Pune
08.2020 - Current
- Handling customers for India and other global locations o Acting as customer voice within organization by staying aware of customer needs and providing valuable feedback internally
- O Directed customer product and service adoption to deepen customer utilization and identify new opportunities
- O Engaged proactively in diverse projects (Chat, Chatbot, Social Media.etc) o Developed best practices for new customer on boarding to smooth customer experiences by putting structure and processes into place
- O Functioned as first point of contact for clients to provide dedicated support and initial troubleshooting and secure on boarding commitments
- O Promptly address client inquiries and ensure timely resolution of their requests
- O Collaborate with the facilities team to promptly resolve any issues raised by clients
- O Deliver an outstanding client experience across various touchpoints, including phone calls, chats, and emails
- O Identified opportunities for improvement through documentation, training or procedural changes to coordinate solution execution
- O Provided training to customers and clients to enhance product comprehension, minimizing inquiries
- O Researched application features and subsequently documented findings for both developers and designers
- O Facilitating demonstrations for prospective clients and comprehending their needs
- O Directed projects and kept teams updated on how assignments were progressing to encourage team involvement in solution development
- O Projects: o Led projects involving Chat and Chabot’s
- Conducted research on features, documented findings, created development stories, and conducted training sessions for developers and testers
- Successfully implemented these features into the CRM
- O Conducted cross-training sessions for clients/customers in India and globally for CRM onboarding.
Customer Service Manager
LokmanyaHospitals
Pune
05.2019 - 07.2020
- Managed the service team across six locations in India o Lokmanya Hospital is an orthopedic hospital
- O There are 6 locations of this hospital for which appointment generation was done from the In- house customer care
- O Developed Standard Operating Procedures (SOPs) for quality control and training needs
- O Process transition as a pilot
- O Setting targets for team leader as well as motivating them to achieve those targets o Reporting to senior management about the periodic updating and exceptional grievances in operations
- O Case Study that helped analyzes and bridge gaps in the process o Supervised and observed team activities, offering praise and constructive feedback
- O Communicated regularly with team members to maintain clearly defined expectations
- O Delivered exceptional customer service to grow business, resolve issues and maximize customer experience
- O Managed all client inquires through resolution to enhance customer satisfaction ratings
- O Trained new hires on sales processes, product knowledge and overcoming objections to increase sales meet team sales targets o Audited work and customer service processes to identify improvement areas
- O Projects: o Established the entire service team infrastructure across six locations, encompassing administrative setup, recruitment processes, documentation procedures, and comprehensive training and development programs for team members
- O Introduced Key Result Areas (KRAs) and Key Performance Indicators (KPIs) and developed Standard Operating
- Procedures (SOPs) for managing operations, training processes, and maintaining quality standards.
Assistant Manager
Enhancier Cx Solutions
Pune
11.2017 - 10.2018
- Pre-Sales o A software company which provides CRM solutions for businesses like sales, marketing, order management, inventory management, email response management, social CRM & managing customer lifecycle o Conducting product demos & highlighting the product features o Responsible for analyzing market data to determine the ideal customer/ verticals for a given product o Help the sales team to qualify leads by using deep understanding of the product to address customer pain points o Interact with leads on calls / emails o Collaboration with sales and technology teams o Managing all the new leads from gathering requirement of their business process till POC.
o Quality Assistant Manager
Vertex Pvt. Ltd, Vodafone India
Pune
07.2017 - 11.2017
- O Maintaining daily records of all transactions and generate reports o Responsible for work allocation, team development and ensuring timely completion o Provide support to various divisions for effective and efficient implementation of the Quality management system o Responsible for analysis and presentation of Business Reviews
- O Helped senior management plan and carry out daily operations and meet key objectives.
Senior Quality Team Leader
TATA Business Service Center
Pune
11.2016 - 03.2017
- O Lead a team of 6 QA's from different locations and monitored their key metrics
- O The processes which were handled were from different LOB's -Service, Inbound, Sales and
- Collections
- O Prepared entire data details of all 5 processes weekly and monthly for review purposes and for client requirements
- O Assisted Operations TLs and Managers in developing action plans and corrective actions for process improvements.
Assistant Manager
Digicall Teleservices Pvt Ltd
Pune
03.2016 - 11.2016
- Quality o Involved in processes, documentation, business control checks, audits and monitoring statutory compliance areas while maintaining high service standards/practices and exercising quality control in all areas of operations o Interacting with management, team and associates to facilitate smooth communication to understand and deliver customer service as per customer requirements
- O Co-coordinating with quality, verification, training, HR, and technology for smooth functioning of all the processes o Client interaction through E-mails & conference calls o Initiating ideas on improving the Quality Scores through refreshers o Grooming second line managers and creating backups for employee retention and growth opportunities o Regularly assess performance and provide feedback for process enhancement and individual development and if necessary implement process improvement plan (PIP)
- O Cultivated work environment focused on personal responsibility, continuous improvement and delivering high-quality results.
Quality Team Leader
Digicall Teleservices Pvt Ltd
Pune
03.2012 - 03.2016
- O Inspire each and every team member to perform and produce his or her best o Coach and groom QA's with the techniques and improve performance for the Team and for the process as a whole o Determine the duties and responsibilities of individuals in a team o Handle daily meetings to discuss strategic measures to help improve scores for the Process o Analyze the individual performance of each team member and motivate them to improve performance o Analyze the assigned projects and distribute tasks to the members as per their area of expertise.
Quality Analyst
Digicall Teleservices Pvt Ltd
Pune
09.2011 - 03.2012
- O Monitoring calls & maintaining reports (internal & external) o Training new Hires on Product and Process o Analyzing the reports in order to improve the Quality and Accuracy scores of the individual as well as the processes (Quality - 85%, Accuracy - 100%) and preparing a defect report for the same o Client interaction through E-mails & conference calls o Coaching low performers to come up the learning curve and start performing and meeting targets o Accomplishments: o Streamlined workflow by consolidating lengthy processes and redundant documentation that resulted in more effective and timely completion of the projects
- O Implemented new, interactive employee scheduling system to monitor, gauge and project staffing needs
- O Recognized by management for On-boarding projects and delivering outstanding results.
Quality Analyst
V – Customer
Pune
11.2010 - 09.2011
- Monitoring calls and rating them based on Call monitoring sheet o Maintaining the Quality reports o Ensuring the set target of call audits is met as a QA o Providing TNI reports to the quality team leaders.
Customer Service Executive
V – Customer
Pune
07.2009 - 10.2010
- O Handling inbound calls and achieving set of targets given o Mentoring and coaching new joiners (OJT) o Helping Team Leader in making reports and maintaining them.
Skills
- Excellent Communicator
- Analytical Skills
- Problem Solving
- Product Knowledge
- Planner
- Motivator
- Client Service Optimization
- Thorough knowledge on CRM tools
- MS Office (Word, especially Excel and PowerPoint)
- Client Service Optimization
Timeline
Customer Success Manager
Bluewhirl Technologies Pvt Ltd
08.2020 - Current
Customer Service Manager
LokmanyaHospitals
05.2019 - 07.2020
Assistant Manager
Enhancier Cx Solutions
11.2017 - 10.2018
o Quality Assistant Manager
Vertex Pvt. Ltd, Vodafone India
07.2017 - 11.2017
Senior Quality Team Leader
TATA Business Service Center
11.2016 - 03.2017
Assistant Manager
Digicall Teleservices Pvt Ltd
03.2016 - 11.2016
Quality Team Leader
Digicall Teleservices Pvt Ltd
03.2012 - 03.2016
Quality Analyst
Digicall Teleservices Pvt Ltd
09.2011 - 03.2012
Quality Analyst
V – Customer
11.2010 - 09.2011
Customer Service Executive
V – Customer
07.2009 - 10.2010
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