Amod Shukla
Manager Customer Success
Bhondsi
Summary
Results-driven Customer Service Manager with 14 years of experience leading teams, optimizing customer support operations, and enhancing customer satisfaction. Proven track record in reducing response times, increasing customer retention, and driving process improvements. Adept at team leadership, conflict resolution, and utilizing CRM tools to streamline customer interactions.
Overview
14
14
years of professional experience
1
1
year of post-secondary education
2
2
Languages
Work History
Assistant Manager
Kavach Financial Services Pvt. Ltd. (FREED)
Gurugram
03.2021 - Current
- Led a team of 20 customer service representatives, driving performance and exceeding targets in key areas
- Welcome Call Optimization: Created a standardized welcome call script and training program for new enrollments, resulting in a [quantify if possible, e.g., 15%] increase in customer satisfaction and a [quantify if possible, e.g., 5%] reduction in early program cancellations
- Proactive Customer Communication: Established a structured monthly follow-up process, improving customer engagement and reducing communication gaps
- This led to a [quantify if possible, e.g., 10%] decrease in customer inquiries
- Payment Recovery Enhancement: Implemented a targeted NSF follow-up strategy, increasing payment clearance rates by [quantify with percentage or dollar amount]
- Developed training materials and best practices for the team to maximize collection effectiveness
- Retention and Escalation Management: Successfully reduced cancellation rates by [quantify with percentage] through proactive retention strategies and efficient escalation handling
- Developed a framework for addressing customer concerns and resolving escalations effectively, leading to a [15%] improvement in customer retention
- Consistently exceeded team performance goals in [mention specific metrics, e.g., customer retention, payment resolution, call handling time]
- Successfully trained and coached team members on all aspects of the customer journey, ensuring consistent service delivery and adherence to company policies
- Streamlined operational processes, resulting in a [quantify if possible, e.g., 10%] increase in team efficiency
- Led the migration of clients' accounts to a new payment processor, overseeing all activities from start to finish and ensuring timely completion
- Also, followed up with clients to confirm successful migration within the stipulated time
- Promoted to Assistant Manager directly from Senior Client Relationship Executive, bypassing the Team Leader position due to exceptional performance and leadership skills
Client Relations Specialist
Protel Infoserve Pvt. Ltd.
Gurugram
03.2012 - 02.2021
- Managed approximately inbound and outbound 70-75 calls/day resolving customer concerns
- Handling Retentions as well as escalations
- Advising clients on steps to take if an account goes into litigation
- Preparing Amendment for any kind of change in the original contract with client
- Preparing completion once client completes the program
- Preparing the monthly amendment, completion and retention reports
Customer Service Representative
HCL BPO
Noida
02.2011 - 12.2011
- Answering inbound calls for Macy’s credit holders and providing solutions to all their queries
- Update the account information if any change is required
Education
U.P Board
Kanpur, Uttar Pradesh 07.1998 - 05.1999
12th - undefined
U.P Board
Graduation - undefined
AIMT University
Skills
- Customer Experience & Retention
- Team Leadership & Coaching
- Conflict Resolution & Escalation Management
Process Improvement & Workflow Optimization
Personal Information
- Father's Name: Shri Kant Shukla
- Date of Birth: 05/15/85
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Timeline
Assistant Manager
Kavach Financial Services Pvt. Ltd. (FREED)
03.2021 - Current
Client Relations Specialist
Protel Infoserve Pvt. Ltd.
03.2012 - 02.2021
Customer Service Representative
HCL BPO
02.2011 - 12.2011
U.P Board
07.1998 - 05.1999
12th - undefined
U.P Board
Graduation - undefined
AIMT University
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