Akshay Goswami
Strategic Account Manager
Summary
Strategic Account Manager with 10 years of experience in managing client accounts and escalation management. I work with clients to find solutions that fit their needs. I am good at handling issues, which helps reduce problem-solving time and keeps clients satisfied.
Overview
12
12
years of professional experience
3
3
Languages
Work History
Strategic Account Manager
Eclinicalworks
04.2023 - Current
- Enhanced client relationships by consistently delivering strategic insights and tailored solutions.
- Built credibility and trust to influence client's buying decisions.
- Documenting client interactions.
- Single point of contact for any escalations or feedback.
- Responsible for overseeing the client's account and ensuring it is streamlined.
- Suggest the products that can satisfy clients' requirements and business needs.
- Know your client, research about them, understand what they do, and suggest the best strategy that can benefit them in order to streamline their daily operations and admin tasks.
- Rapport building.
Escalation Specialist
Flipkart
06.2021 - 03.2023
- Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Reduced case resolution time by closely monitoring progress and following up with relevant parties as needed.
- Provided expert guidance to colleagues on resolving high-priority cases, sharing knowledge and expertise across the team.
Customer Service Executive
SpiceJet Ltd
09.2018 - 10.2020
- Provided exceptional customer service with empathetic listening and effective problem-solving skills.
- Certification in Fire Safety, Prevention, and Evacuation (Classes A, B, C, D) - The Directorate General of Civil Aviation (DGCA)
- Adapted communication style based on each individual''s needs, providing clear instructions for non-native English speakers or those requiring additional support.
- Fostered a welcoming environment at the gate area by engaging in friendly conversations with travelers and attending promptly to their concerns.
- Educated passengers on safety protocols throughout their journey, enabling them to feel secure during the flight.
- Contributed to overall revenue growth by promoting ancillary services such as upgrades and additional fees when applicable.
- Maintained calm under pressure while managing stressful situations involving delayed or canceled flights.
- Reports handling and roster planning for associates and trainees.
Front Office Supervisor
Aditya Park Sarovar Portico.
05.2016 - 08.2018
- Managed a team of seven, provided knowledge transfer of the job role, and streamlined the process.
- Coordinated with other departments to resolve any guest issues promptly, ensuring a seamless guest experience from arrival to departure.
- Organized staff scheduling effectively to maintain appropriate coverage during peak hours without compromising service quality.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Conducted daily day-start and day-end meetings with the team to share the feedback and listen to them, addressing any questions or concerns they had during the operations.
Front Office Associate
Ivy Studios by Fruitions Hotel.
05.2015 - 01.2016
- Implemented new procedures to improve front office operations and enhance overall guest experience.
- Handled guest complaints professionally, resolving issues quickly to maintain positive relationships.
- Assisted guests with special requests, ensuring their needs were met and exceeding expectations.
- Greeted guests warmly upon arrival and provided a seamless registration process, setting the tone for an enjoyable stay.
- Check-ins and check-outs of the guests.
Trainee Associate
The HHI, Pune
01.2014 - 04.2014
- Managed multiple tasks simultaneously, demonstrating strong organizational skills even under tight deadlines.
- I attended multiple in-house training courses to build an understanding of processes, techniques, and the industry.
- Managed end-to-end payment posting and financial auditing processes using a CRM platform.
- Leveraged best practices to develop a comprehensive understanding of customer requirements.
Education
Diploma - Hospitality And Tourism Management
Frankfinn
Pune 04.2001 -
Bachelor of Science - Hospitality Administration And Management
IIHM
Pune 04.2001 -
Skills
Client relationship building
Product demonstration skills
Client satisfaction evaluation
Escalation management
Strategic planning
Interactive reporting using Excel dashboards
Timeline
Strategic Account Manager
Eclinicalworks
04.2023 - Current
Escalation Specialist
Flipkart
06.2021 - 03.2023
Customer Service Executive
SpiceJet Ltd
09.2018 - 10.2020
Front Office Supervisor
Aditya Park Sarovar Portico.
05.2016 - 08.2018
Front Office Associate
Ivy Studios by Fruitions Hotel.
05.2015 - 01.2016
Trainee Associate
The HHI, Pune
01.2014 - 04.2014
Diploma - Hospitality And Tourism Management
Frankfinn
04.2001 -
Bachelor of Science - Hospitality Administration And Management
IIHM
04.2001 -
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