Nitin Manchanda

My journey into Conversion Rate Optimization began with a simple observation: even the best products can lose customers if the online experience doesn’t click. A confusing checkout. An unclear value proposition or an unclear messaging. A page that loads a second too slow. I became interested in finding these friction points — and fixing them.
Today, as a CRO Specialist, I use GA4 analytics, A/B testing, and strategic funnel optimisation to uncover exactly where conversions stall and how to unlock growth.

Core Skills & Tools:
• Conversion Rate Optimization (CRO) Strategy
• eCommerce & SaaS B2B Funnel Optimisation
• A/B & Multivariate Testing
• Google Analytics 4 (GA4)
• Behavioural Analysis & Customer Journey Mapping

• Developed strong relationships with key clients, leading to long-term partnerships and increased loyalty.
• Increased sales revenue by strategically identifying and pursuing new business opportunities.
• Collaborated with cross-functional teams to develop comprehensive proposals for prospective clients.
• Exceeded annual sales targets consistently by cultivating a high-performance team culture focused on results.
• Restructured pricing strategies based on market conditions, ensuring competitiveness while maintaining profitability.
• Managed a diverse team of sales professionals, providing coaching and guidance to optimize performance.

• Built strong relationships with clients, leading to increased customer satisfaction and repeat business.
• Increased client base by identifying and pursuing new business opportunities through market research and networking.
• Established and maintained highly effective relationships with clients and industry partners to drive growth.
• Communicated directly with customers and partners to build strong business networks and relationships.

• Achieved high levels of first-contact resolution by empowering team members with the necessary knowledge base to address diverse client concerns effectively.
• Informed customers of sales promotions and services, warranties or terms of sale and refunds or exchanges.
• Answered multi-line phones and used active listening skills to assess client's issues and challenges.
• Streamlined the service process for increased efficiency by implementing new strategies and tools aimed at reducing response times.

• Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
• Established strong rapport with customers, fostering long-term relationships and repeat business.
• Resolved customer service issues using company processes and policies and provided updates to customers.
• Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.

• Engaged clients in person and over phone to answer questions and address complaints.
• Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
• Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
• Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes.
• Developed comprehensive knowledge of company products and services in order to provide accurate information to customers.
• Mentored junior team members, contributing to their professional development and overall team success.

• Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
• Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
• Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
• Boosted customer retention rates by providing exceptional service and building rapport with clients.
• Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
• Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.

• Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
• Expertly navigated escalating situations, leading to resolutions that satisfied both clients'' needs while adhering to company policies.
• Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
• Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
• Leveraged strong interpersonal skills to build lasting relationships with customers, fostering brand loyalty and repeat business.
• Developed effective strategies for managing challenging situations, resulting in positive outcomes for both customers and the organization.