Amay Srivastava
Hyderabad
Summary
Customer Value :
Dynamic Customer Experience Analyst with a strong background excelling in account management and technical support (SQL).
Dedicated to enhancing customer satisfaction and driving business growth through effective customer engagement strategies. Demonstrated expertise in analyzing customer needs and delivering innovative solution to exceed expectation.
Overview
3
3
years of professional experience
Work History
Customer Experience Analyst
HighRadius Technologies
Hyderabad
12.2023 - Current
- Managed independent accounts for clients across North America, Europe, Middle East, Africa.
- Provided exceptional technical support to customers, addressing and resolving inquiries and issues promptly related to the product.
- Documented support activities and created knowledge base articles to improve support efficiency and enhance the self-service option for customers.
- Partnered closely with the product development teams to define product requirements, report product bugs, expedite issue resolution, and prioritize client issues on the basis of the case priority of the ticket.
- Supported customer-facing teams by delivering insights and recommendations to enhance customer satisfaction and retention.
Customer Success Trainee
HighRadius Technologies
Hyderabad
06.2022 - 12.2023
- Collaborated with a cross-functional team to identify customer pain points and provide timely solutions, resulting in an increase in customer satisfaction.
- Facilitated frequent training to enhance customer adoption rates.
- Developed and maintained strong relationships with key customers, resulting in an increase in upselling and cross-selling opportunities.
- Led customer success initiatives by conducting monthly business reviews with senior executives, delivering actionable insights.
- Enhanced customer retention by mitigating churn threats.
Education
B-tech - CSE
SRM University
Chennai05.2022
Skills
- Account Management
- Technical support (SQL)
- Order to Cash
- Churn management
- Customer Relationship Management
- MS Office (Excel, Word, PowerPoint)
- Salesforce
- Customer service
- Digital Transformation
Accomplishments
- Earned good reviews and CSAT/Customer Satisfaction scores from clients and internal management for my repetitive recommendation to work on high value projects.
Award of Applause (09/2023 -12/2023)
- For outstanding contribution in optimizing processess, pinpointing customer painpoints and facilitating enhanced customer support.
Timeline
Customer Experience Analyst
HighRadius Technologies
12.2023 - Current
Customer Success Trainee
HighRadius Technologies
06.2022 - 12.2023
B-tech - CSE
SRM University
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