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Anamita Baruah
Senior Solutions Specialist
Gurgaon
Summary
Customer Success Enthusiast with 3+ years of experience in the Customer Success Domain. Drives Product Adoption leading towards Gross Revenue Retention. Current profile includes SaaS background. Willing to re-locate matching self-growth in conjunction with the organizational goals. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
Work History
Senior Solutions Specialist
CVENT
Gurugram
11.2020 - Current
- Evaluated customer problems, implemented resolutions and followed up with clients to manage additional problems and maintain satisfaction.
- Hosted daily status calls and weekly ad hoc meetings with clients to promote client satisfaction and keep all parties abreast of changing environment.
- Assisted clients with strategic processes and provided with necessary tools to achieve success.
- Reached out to accounts regularly to check on needs, understanding business operations and offer services.
- Peer-to-peer coaching for driving SOP adherence.
- Earned fast track promotion to Senior and have mentored 3 of our new joiners.
Sr. Associate and Mentor Seller Partner Support
Amazon Development Centre India
Bangalore
11.2017 - 11.2020
- Supporting the Brand Registry Support teams as an acting Associate advisor/SME
- Led the RR improvement initiative to improve the PAA, PMA and Transfer for BST and improved overall axiom scores with 8000 BPS in a month’s duration
- Swiftly resolve escalated issues, identify trends and root causes to enhance operational excellence
- Improving the Seller performance metrics by analyzing the responsible factors
- Ensures that Associates have a clear understanding of the SOPs/Processes
- Supporting Manager to identify and implement process improvement change initiatives
- Conducting audits on a daily basis for process level improvements
- Liaising with manager to generate reports and publish analysis of team’s performance
- Conducting the training basis the audit observations for Complex scenarios/new changes/ the scenarios with high defect rate
- Provide feedbacks to the associates and close loop on audit observations
- Respond to stakeholders with guidance and flags any updates to Supervisor/Manager
- Partner & Communicate with other departments on a consistent basis to identify, track and resolve the concerns
Education
B.TECH -
Royal Group Of Institutions
Guwahati, Assam 07.2013 - 08.2017
Skills
Client satisfaction-driven
Team leadership and collaboration
Relationship and rapport building
Business Resilience
CRM Knowledge
Accomplishments
- Best Customer comments - Feb 2023
- Newcomer of the Year - 2021
- Team Player - 2022
- CSAT Crusher - Oct 2022
- Best Mentor - 2019
Interests
Country Music
CS Discussions
Timeline
Senior Solutions Specialist
CVENT
11.2020 - Current
Sr. Associate and Mentor Seller Partner Support
Amazon Development Centre India
11.2017 - 11.2020
B.TECH -
Royal Group Of Institutions
07.2013 - 08.2017