Abhishek Dwivedi
Gurgaon
Summary
Experience in working closely with sales team & expertise to deliver repeated success in structuring & streamlining processes, and implementing technology to reduce expenditures and boost productivity.
Expertise in APIs integration for SMS solution, Voice API, WhatsApp Business API & Chatbot.
International client exposer: Set up international client for Business in Indonesia, UAE, BD & Philippines.
Conducted in-depth needs analysis and discovery sessions with potential clients to understand their business challenges and requirements.
Resourceful at maintaining relationships with clients to achieve quality product and service norms by resolving their service-related critical issues.
Skilled in performing technical troubleshooting & gathering information from customers to identify root causes of customer problems and/or dissatisfaction.
Partnered with client relations to optimize existing client profitability through business planning & collaboration.
Product strategy & vision,roadmaps, PLM ownership, requirements prioritization, release management and development life cycle, strategic partners'
Handling Projects of BFSI and enterprise industries. Proficiency in analyzing & processing Business Opportunity and translating requirements into deliverables.
Overview
12
12
years of professional experience
2
2
years of post-secondary education
2
2
Languages
Work History
Assistant Manager-Customer Success
Valuefirst Digital Media Pvt Ltd
Gurgaon
04.2022 - Current
- Taking care of New Business Opportunities and Ensuring no opportunity is lost from a technical standpoint
- Managed multiple projects and handled numerous on-boarded client
- Works with international team for set up new clients
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Conducted employee performance evaluations, providing constructive feedback for growth and development.
- Competitor Analysis and seeking market intelligence to ensure the quality of the services of the product
Team Lead - Solution Consultant
Valuefirst Digital Media Pvt Ltd
04.2020 - 03.2022
- Key Technical Account Management, supporting TOP clients for all their technical queries related to Services
- Working on WhatsApp & Chabot to automate different several processes for BFSI segment
- Ensuring customer success & handholding post every on boarding
- Participate in training for new products regarding email, Http API, xml API, WhatsApp, chatbot & voice service
- Responsible for client's new requirements and timely product delivery of raised CR
Sr. Associate - Customer Experience
Valuefirst Digital Media Pvt Ltd
Gurgaon
04.2018 - 03.2020
- Bridge between sales and backend (DEV) team for new requirements
- Trained and supported new team members, maintaining culture of collaboration.
- Mentored junior associates, fostering professional growth and helping them reach their full potential.
- Consistently maintained strong relationships with clients, ensuring clear communication and timely updates on project progress.
- Identified potential risks to develop mitigation plans and minimize impact on project timelines.
Associate - Customer Experience
Valuefirst Digital Media Pvt Ltd
Gurgaon
01.2016 - 01.2018
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Increased efficiency and team productivity by promoting operational best practices.
Customer Solution Specialist
SNAPDEAL.COM (JASPER INFOTECT PVT.LTD)
01.2015 - 12.2015
- Handling Seller Support client and helped vendor to onboard
Relationship Manager
VALEURS Financial Services Pvt. Ltd
07.2013 - 12.2014
- Acquiring new clients by selling the Finance products
Education
MBA - Marketing & international business
Era Business School
New Delhi 07.2011 - 06.2013
Skills
Customer success and Key account
Pre-Sales & Solution consultant
Technical Analysis & Research
Product knowledge & Demonstration
Project Management & Roadmaps
Software Upselling & Cross selling
Team motivation
Implementations/Integration
Client Engagement & Relationship Management
Adaptability and flexibility
Customer relationship management (CRM) & Customer rapport
API Integration/Improvement & Routing Configuration
Sales growth & Succession planning
Strategic thinking
Personal Information
- Date of Birth: 07/01/85
- Marital Status: Married
Honorsandawards
Employee Of the Quarter, 2018, 2021
Timeline
Assistant Manager-Customer Success
Valuefirst Digital Media Pvt Ltd
04.2022 - Current
Team Lead - Solution Consultant
Valuefirst Digital Media Pvt Ltd
04.2020 - 03.2022
Sr. Associate - Customer Experience
Valuefirst Digital Media Pvt Ltd
04.2018 - 03.2020
Associate - Customer Experience
Valuefirst Digital Media Pvt Ltd
01.2016 - 01.2018
Customer Solution Specialist
SNAPDEAL.COM (JASPER INFOTECT PVT.LTD)
01.2015 - 12.2015
Relationship Manager
VALEURS Financial Services Pvt. Ltd
07.2013 - 12.2014
MBA - Marketing & international business
Era Business School
07.2011 - 06.2013
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