Prodorsita Chattopadhyay
Customer Success & Account Management Professional.
Bangalore,KA
Summary
Customer Success and Account Management Professional with 9+years of experience managing enterprise accounts, driving customer retention, and maximizing lifetime value. Proven track record in improving customer satisfaction, reducing churn, and growing accounts through strategic engagement. Experienced in working cross-functionally with product, sales and operations teams to deliver seamless post-sales experience.
Overview
9
9
years of professional experience
4
4
Certifications
3
3
Languages
Work History
City Head- Customer Experience & Key Accounts
Vatika Business Group
06.2025 - Current
- Oversaw end-to-end city-level operations, ensuring profitability (P&L ownership), and efficient service delivery across all business centers.
- Led cross-functional teams, supervised performance, and maintained operational excellence through effective leadership.
- Managed client servicing, relationship building, and issue resolution to ensure high satisfaction and retention.
- Prepared and analyzed MIS reports, budgeting, and compliance documentation to support data-driven decision-making.
- Handled escalations and improved overall customer satisfaction and engagement.
Sales and Operations Manager
Workafella
04.2024 - 06.2025
- Oversee sales and operational functions, driving growth and efficiency across multiple teams.
- Lead cross-functional teams to align sales strategies with operational goals.
- Develop and implement innovative solutions for client needs and market expansion.
- Drive operational improvements, resulting in enhanced service delivery and customer satisfaction.
Key Accounts Manager
Zomato
07.2023 - 03.2024
- Managed key accounts, delivering tailored solutions and ensuring customer satisfaction.
- Developed account plans, improving customer retention and optimizing business potential by 20-30%.
- Provided product feedback to development teams, enhancing offerings based on customer insights.
- Negotiated contracts, ensuring mutual business benefits.
- Worked closely with marketing teams to design promotional materials.
Store and Operations Manager
Aditya Birla Fashion and Retail, Bangalore
01.2021 - 07.2023
- Managed daily operations, inventory, and fiscal strategies for assigned store locations.
- Increased monthly sales by 80%-90% and consistently met operations goal.
- Championed safety protocols, reducing workplace accidents significantly.
- Spearheaded digital campaigns to promote store programs and enhance customer engagement.
- Led and mentored staff, ensuring high performance and adherence to company policies.
Senior Sales Executive
Bestseller Pvt Ltd., Kolkata
05.2017 - 10.2020
- Managed sales space and ensured high stock availability.
- Provided excellent customer service, assisting in merchandise selection and closing sales.
- Led a team of 5 representatives, optimising sales efforts and improving team performance.
- Conducted market research, gathering customer feedbacks to refine sales strategies.
Education
Bachelor of Science - Hospitality Administration and Management
IIHM
Kolkata01-2017
Higher Secondary (10+2) - undefined
Ballygunge Shiksha Sadan
Kolkata01-2014
Skills
Customer Success & Retention
Account Management & Growth
Customer onboarding & engagement
CRM Tool( ZOHO, Salesforce)
MS Office Suite
Operations Management
Vendor & Client Relationship Management
Account Acquisition & Retention
Accomplishments
- Managed 20+key accounts with strong focus on retention and growth.
- Achieved 20-30% account expansion through customer relationship.
- Improved customer satisfaction through proactive engagement and issue resolution.
- Built and maintained relationships with CXOs and senior decision makers across client organization.
- Improved service delivery standards, resulting in higher customer satisfaction levels.
Certification
Sales and Operations Leadership
Timeline
City Head- Customer Experience & Key Accounts
Vatika Business Group
06.2025 - Current
Sales and Operations Manager
Workafella
04.2024 - 06.2025
Key Accounts Manager
Zomato
07.2023 - 03.2024
Store and Operations Manager
Aditya Birla Fashion and Retail, Bangalore
01.2021 - 07.2023
Senior Sales Executive
Bestseller Pvt Ltd., Kolkata
05.2017 - 10.2020
Higher Secondary (10+2) - undefined
Ballygunge Shiksha Sadan
Bachelor of Science - Hospitality Administration and Management
IIHM