Summary
Overview
Work History
Education
Skills
Accomplishments
Additional Information
Timeline
Manager
SHANMUGA PRIYA VS

SHANMUGA PRIYA VS

Chennai,TamilNadu

Summary

Results-driven professional with a rich 12-year background in customer-facing roles, demonstrating effective leadership in team management and a consistent track record of achieving high levels of customer satisfaction. Proven ability to implement strategic initiatives that enhance the overall customer experience, drive business growth, and ensure operational excellence. Possesses strong communication and interpersonal skills, coupled with a keen ability to analyze customer needs and develop innovative solutions. Actively seeking opportunities to apply my extensive experience to contribute to the success and growth of a progressive organization.

Overview

12
12
years of professional experience

Work History

Customer Success Manager

WEGoT Utility Solutions Pvt Ltd
Chennai, Tamil Nadu
2022 - Current
  • WEGoT is B2B, IoT-based ultrasonic sensors and cloud-based tracking system to monitor water consumption, track usage patterns, detect leakages, and identify inefficient infrastructure
  • Proficiently managed and executed strategies to boost revenue generation, demonstrating a keen ability to identify and capitalize on growth opportunities.
  • Additionally, played a key role in planning and implementing conflict resolution strategies, showcasing effective leadership in addressing and mitigating conflicts within the organizational context.
  • Retained and grew 100+ large enterprise accounts by 30% by establishing personalized customer success strategies
  • Reduced customer concerns by 62% in accountable areas
  • Managed and supported 250+ accounts and retained key clients and relationships through strategic outreach, ongoing support and content value-add
  • Monitored product usage and building effective customer success models in achieving 95% program renewal rate
  • Increased customer satisfaction with 25% by improving customer service
  • Successfully up sold and cross-sold services to existing clients, resulting in 30% increase in revenue.

Resolution Specialist

Amazon Development Centre
Coimbatore, Tamil Nadu
09.2020 - 11.2022
  • Actively participate in and drive the continuous
    improvement culture and lean projects.
  • Identifying and eliminating barriers to accuracy, productivity, and
    quality.
  • Leading team Level initiatives, primary owner of
    functional responsibilities that impact overall team and
    may require interface with other teams in network
  • Handled complex and ambiguous scenarios. Micor
    managing team of 4 members
  • Tracking performance and Metics, documenting the
    performance
  • Support Business and provide solutions to customer
    pain points
  • Demonstrated passion for delivering a positive
    customer experience, and maintain composure in
    difficult situations
    Delivered effective and efficient goals or assignments

PROJECT CO-ORDINATOR

GG RENOVATORS
Chennai, Tamil Nadu
03.2018 - 02.2019
  • Supervised multiple projects from project start through
    delivery by prioritizing needs and delegating
    assignments.
  • Monitor and document project progress to ensure
    on-time and on-budget delivery.
  • Managed schedules, accepted time off requests and
    found coverage for short shifts
  • Evaluating each project's effectiveness by consulting
    with clients, consumers, and staff.
  • Trained new team members by relaying information on
    company procedures and safety requirements
  • Established open and professional relationships with
    team members to achieve quick resolutions for various
    issues
  • Tracked hours and expenses to keep project on task and
    within budgetary parameters

QA Team Lead

PROXIM WIRELESS
HYDERABAD
10.2007 - 06.2010
  • Distributed tasks between team members and achieved
    15% more efficiency of manual testing
  • Managed a team of QA Testers (6 testers); provided the
    managerial and technical leadership of team.
  • Ensuring the team remains focused and on track,
    including addressing any conflicts or bottlenecks
  • Planned and led all testing initiatives to ensure
    software releases meet or exceed requirements
  • Collaborated with other hardware engineering project
    leaders, including development leads, quality
    engineering leads and information development leads
  • Communicating with team members, including relaying
    briefs, connecting daily tasks to larger goals, and
    providing context and support.
  • Reported on updates to project specifications and
    progress.
  • Tracked receipts, employee hours and inventory
    movements

SENIOR QA ENGINEER

MIND TREE CONSULTING PVT LTD
CHENNAI
06.2007 - 09.2007
  • Test and evaluate hardware and software to determine e ciency,
  • Reliability, or compatibility with existing systems
  • Document procedures for hardware and software installation and use.

SUPPORT ENGINEER + ACTING TEAM LEAD

SASKEN COMMUNICATIONS
  • Ensuring optimal application functionality by configuring networks.
  • Troubleshooting IT issues by asking customers targeted questions.
  • Established good rapport with customers by step-by-step guidance to resolve technical problems.
  • Performed team operations, supporting Teamlead with day to day project activities , from organizing meetings to document tracking the project

SUPPORT ENGINEER

CSS CORP
CHENNAI
03.2004 - 09.2005
  • Installation and guide through debugging network errors post sales
  • Provided technical supporton on various product lines.

Education

Project Management - Project Management

Google Foundations of Project Management
Remote

PMP Course Completion With 35 Hours of Training -

Star Agile
Chennai
06.2022 - 07.2022

CEFR Certification Level C 1 in English Proficiency -

BRITISH COUNCIL
Chennai
09.2020 - 09.2020

CCNA certification, Cisco Networks -

Cisco
Chennai
03.2005 - 03.2005

BACHELOR OF ENGINEERING - ELECTRONICS AND COMMUNICATION ENGINEERING

GOVERNMENT COLLEGE oF ENGINEERING
Salem, India
04.1999 - 04.2003

Skills

    Leadership and team building

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Accomplishments

  • Awarded "Trail Blazer" in Amazon for motivating and through effectively helping the team of 4 to achieve their KPI & overall goals on day to day basis
  • Supervised team of 10 -12 members while working in GG renovators
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Achieved the weekly metrics through effectively helping the team
  • Collaborated with team of 6 in the development of Wireless products.

Additional Information

  • Slash Support, Chennai March 2004 — June 2005 Employee of the Month Excellence in handling Critical calls
  • Sasken Communications, Chennai March 2006 — February 2007 Excellence is learning new skills
  • Proxim Wireless, Hyderabad October 2007 — June 2010 Performer of the Year in QA Excellent team player Award
  • Amazon Dev Centre, Trial Blazer Award 2022, Customer Obsession Award, RAP score

Timeline

Customer Success Manager

WEGoT Utility Solutions Pvt Ltd
2022 - Current

PMP Course Completion With 35 Hours of Training -

Star Agile
06.2022 - 07.2022

CEFR Certification Level C 1 in English Proficiency -

BRITISH COUNCIL
09.2020 - 09.2020

Resolution Specialist

Amazon Development Centre
09.2020 - 11.2022

PROJECT CO-ORDINATOR

GG RENOVATORS
03.2018 - 02.2019

QA Team Lead

PROXIM WIRELESS
10.2007 - 06.2010

SENIOR QA ENGINEER

MIND TREE CONSULTING PVT LTD
06.2007 - 09.2007

CCNA certification, Cisco Networks -

Cisco
03.2005 - 03.2005

SUPPORT ENGINEER

CSS CORP
03.2004 - 09.2005

BACHELOR OF ENGINEERING - ELECTRONICS AND COMMUNICATION ENGINEERING

GOVERNMENT COLLEGE oF ENGINEERING
04.1999 - 04.2003

Project Management - Project Management

Google Foundations of Project Management

SUPPORT ENGINEER + ACTING TEAM LEAD

SASKEN COMMUNICATIONS

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