Overview
Work History
Education
Skills
Accomplishments
Certification
Hobbies and interests
Timeline
Generic

Abhishek Ghosh

Bengaluru

Overview

11
11
years of professional experience
1
1
Certification

Work History

Customer Success Advisor

Highlevel
Bengaluru
02.2024 - Current
  • Facilitated onboarding processes for new clients to enhance product understanding.
  • Provided timely support to customers via email, chat, and phone channels.
  • Providing a tailored onboarding as per client requirements and aligning with the business's.
  • Basic Account Setup (BAS) for the client.
  • Ticket creation and providing resolution on the existing tickets.
  • Hands-on Freshdesk and Freshchat for the tickets.
  • Collaborated closely with team members to resolve the query for the customer.
  • Addressing clients about the new updates and product releases.
  • Analyzed client requirements to tailor solutions for specific needs.
  • Shadowing and nesting onboarding calls for the peers.

Assistant Manager - Customer Success

NeoDove Technologies Pvt.M
Bengaluru
02.2023 - 02.2024
  • Managing the onboarding team, following up on the KPIs on a regular basis.
  • Onboarding new clients and providing product demos to clients.
  • Clients are Enterprise's SMEs, and MSMEs.
  • Assessing customer requirements, understanding, and solving problems.
  • Increasing customers' LTV and reducing churn.
  • Implementing integrations and automations through APIs and webhooks.
  • Using various tools and software for integration in NeoDove CRM, like Postman, Google Sheets, Google Forms, Zoho Forms, Facebook, and Cloud Telephony (IVR services), etc.
  • Up-selling and cross-selling for the VAS to the potential client.
  • Facilitated regular meetings to discuss progress and address team challenges.
  • Weekly health check calls (HCC) for the clients, and query sessions to solve issues.
  • Analyzed customer feedback to inform product development and service enhancements.

Senior - Customer Success

KePSLA
Bengaluru
04.2022 - 12.2022
  • Onboarding new clients and managing various types of accounts.
  • Handling large business accounts (hospitality industry).
  • Data extractions through various review sites.
  • Legality check for the strategic business units (S.B.U).
  • Query resolution for the clients.
  • Demonstration and managing feedback management systems.
  • Up-selling and cross-selling for potential clients for upgrading products, as well as providing VAS services.
  • Managing and analyzing CSAT and NPS scores for the strategic business units (S.B.U.).
  • Analyzing surveys and scores for the departments, for various units.
  • Weekly calls or required query sessions for the clients just to conduct health check calls.
  • Communications with the clients through calls, chats, and emails.
  • Worked with cross-functional teams to achieve goals.

Content Acquisition Associate(Success & Strategy)

Indeed (Indeed India Operations Pvt. Ltd.)
Bengaluru
04.2019 - 04.2020
  • Enterprise account handling and SMEs.
  • Develop relationships via phone and email.
  • Educate customers on the Indeed products and Indeed's business model.
  • Converted and brought more than 1,000 lead jobs at Indeed from competitors.
  • Provide a solution for the client queries.
  • Creating a dashboard and providing sessions to clients for using Indeed in a better way.
  • Worked on Salesforce CRM and various internal tools.
  • Prospect opportunities using internal, proprietary tools.
  • Build and nurture a pipeline to close sales deals.
  • Handling post-sales parts for customers and adding VAS for potential clients.
  • Upselling and cross-selling.

Computer Operator (Operations Dept.)

Safexpress Pvt. Ltd.
Dhanbad
09.2014 - 12.2016
  • Worked with IT professionals as a team to solve and check the functionality of the systems.
  • Tracking the consignments and updating them in the systems.
  • Troubleshooting the problems of the customers.
  • Reaching out to the clients for the consignment queries.
  • Handling the Enterprise Account's requirements for customizing the requirements.
  • Monitored system performance and reported issues to the technical team.

Education

PGDM - GEN

IFIM Business School
Bengaluru, Karnataka
04.2019

B.C.A -

Manav Bharti University
Solan, Himachal Pradesh
07.2014

Skills

  • Client onboarding
  • Customer support
  • Data analysis
  • API integration
  • CRM management
  • Customer relationship management
  • Account management
  • Upselling strategies
  • Cross-functional collaboration

Accomplishments

  • Worked on a research paper on 'Advances in peer-to-peer lending heuristics
  • Social project with the NGO 'Anti-Pollution Drive Mangalore,' which spreads awareness among citizens about the importance of the environment and its benefits
  • Worked individually and brought more than 1,000 jobs from the WorkIndia platform to the Indeed platform
  • Represented IFIM College at 'Colors of Youth' – a national-level talent hunt in singing
  • Represented college at various state-level and national-level fests in music

Certification

  • Certified Admin - HighLevel

Hobbies and interests

  • Singing.
  • Playing musical instruments
  • Road trips

Timeline

Customer Success Advisor

Highlevel
02.2024 - Current

Assistant Manager - Customer Success

NeoDove Technologies Pvt.M
02.2023 - 02.2024

Senior - Customer Success

KePSLA
04.2022 - 12.2022

Content Acquisition Associate(Success & Strategy)

Indeed (Indeed India Operations Pvt. Ltd.)
04.2019 - 04.2020

Computer Operator (Operations Dept.)

Safexpress Pvt. Ltd.
09.2014 - 12.2016

PGDM - GEN

IFIM Business School

B.C.A -

Manav Bharti University

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Abhishek Ghosh