Aarti Bhansali
Client Success Analyst
Pune
Summary
Present: Working in a US Healthcare Industry since 2016.
Result-oriented professional with nearly 9 + years of experience in Customer Service Industry across various domains. Created a long-term vision for building a customer-centric service and support experience through multiple touchpoints. Skilled with working on Salesforce, Service Now. Expertise in recording and maintaining Client Data, Customer Engagement, Customer Experience strategy that drives Customer Advocacy across all touchpoints as measured through NPS. Acted as the lead point of contact for all assigned clients in the Book of Business Partnered with client relations to optimize existing client profitability through business planning & collaboration and deliver increased revenue streams.
Overview
15
15
years of professional experience
3
3
Certifications
1
1
Language
Work History
Client Success Analyst
Rayden Interactive, Phreesia
07.2021 - Current
- Manage client satisfaction through proficient service resulting in client retention and expansion
- Drive adoption of specific products and features within the product, ensuring maximum benefits to client
- Grow revenue by identifying opportunity for add on/upsell products, demonstrate value of those products (Soft pitch)
- Working primarily for the Athena market
- Handling Phreesia Projects
- Prepare regular reports for the clients via existing analytics suite
- Conduct preventive account maintenance activities with clients based on product usage trends and key performance indicators
- Identifying & recommending or acquiring updates to technology, and policies that may improve customer service and retention
- Update and maintain client whitespace and reporting
- Manage inbound client requests via email and Salesforce Queue Management
- Worked on NA (North American) Teams projects on a timely basis keeping quality in place
- Be a client advocate while capturing client feedback and reporting requests to Product Management team.
Associate Support Consultant
Allscripts Healthcare Solutions, INC
09.2016 - 07.2021
- For a Allscripts EMR/EHR
- Experience in a reputed Healthcare IT Organization as a Support Consultant Associate
- Associated with a technical process where we provide product/application support directly to the hospitals/practices based in the US
- Interaction with Clients/Nurses/Doctors to help troubleshoot and resolve product problems or issues
- Worked on Salesforce majorly for client related queries daily
- Providing client assistance promptly and accurately to ensure client satisfaction by using proper departmental procedures for call control, problem resolution
- Diagnose and resolve customer questions or problems over the telephone/Internet in the areas of system configurations/setup, product functionality, and bugs/enhancements
- Provide root cause and prevention steps where appropriate
- Use product specific diagnostic tools and techniques to resolve client issues
- Dial into customer sites to collect and analyze data in the appropriate format to troubleshoot issues
- Replicate issues, document results and present issue resolution to clients
- Meet or exceed acceptable productivity and quality standards
- Maintains status of problem resolution and updates customer and team lead on resolution status
- Regular up-to-date accurate information is recorded in the call logging system (e.g
- SFDC, SupportForce.Com & service now) so that customers can see progress on the support cases Adhere to existing policies and procedures
- Have an experience in making the internal queue shift for out daily cases and got them assigned appropriately
- Currently working on service now for regular cases
- Presently helping/monitoring new joined analysts in their initial stage of handling cases & further troubleshooting steps.
Customer Relations Advisor
Tech Mahindra Business Services
12.2013 - 09.2016
- With a technical process
- Was Associated with a Business to Customer (B to C) in a technical process and have dealt with mobile and broadband troubleshooting
- Worked on CCF/PeopleSoft application on a day-to-day basis for daily work activities
- Also, worked for a non-voice chat/email process and dealt with all the customer queries covering all the skill sets in the organization
- Also, worked for the Upgrades and Retentions process and provided with an end-to-end resolution for the satisfaction of our customers.
Customer Finance Advisor
Global Services
04.2011 - 09.2012
- With collections process
- Worked with a Business to Customer (B to C) collections process in the telecom domain for a period of 1.5 years
- Worked on CCF/PeopleSoft application on a day-to-day basis for daily work activities
- Have an excellent background in achieving targets with due recognitions from employers and most importantly, our happy customers.
Customer Service Associate
WNS Global Services
04.2008 - 04.2011
- With a collections process
- Was Associated with B2B Collections for a Motor Insurance Process
- Worked on CCF/PeopleSoft application on a day-to-day basis for daily work activities
- Identifying the people/Insurance Company who were liable for the vehicle damages
- Maintaining daily & Monthly targets for the chased recoveries from Third Party Insurance Companies
- Have had an excellent background in achieving targets with due recognitions from employers, co-workers & customers
- Technical Trainings:
- ITIL Foundation Certificate in IT Service Management
- Additional initiatives:
- Actively participating and arranging the Fun actives on the operations floor
- Making the preparations on what the topic/theme is for that activity
- Getting goodies for the winners and distributing once the activates are over
- Actively sending emails to the floor for live updates about the fun activities going on
- Making the weekly reports for our cases and the time breached accounts and sending it to the entire team on weekly basis
- Discussing the report in the team meetings and working with members in the areas of improvement.
Education
BBA -
International School For Management Excellence
04.2001 -
Skills
Time managementEmployee EngagementEnsuring a high-quality customer experience, elevating recovery performanceMaintaining the competencies of quality and productivity
Decision-making capability
Effective in Client utilization, advocacy, retention, and overall Client Satisfaction
Key Account ManagementProcess Related Suggestions and Self ImprovementsTeam PlayerProblem Solving and AnalysisInformation gathering
Hobbies
Exploring different food cuisines, Traveling.
Certification
Salesforce Essential Training
Timeline
Client Success Analyst
Rayden Interactive, Phreesia
07.2021 - Current
Associate Support Consultant
Allscripts Healthcare Solutions, INC
09.2016 - 07.2021
Customer Relations Advisor
Tech Mahindra Business Services
12.2013 - 09.2016
Customer Finance Advisor
Global Services
04.2011 - 09.2012
Customer Service Associate
WNS Global Services
04.2008 - 04.2011
BBA -
International School For Management Excellence
04.2001 -