Anand Mathews

• "Developed and implemented onboarding program that increased SAAS customer adoption by 35% within first month."
• "Utilized proactive account management strategies to boost customer satisfaction by 85%
• "Identified and addressed potential churn risks, resulting in a 65% decrease in customer churn rate."
• "Recommended and facilitated successful upsells and cross-sells, generating 75% additional revenue from existing accounts."
• "Leveraged customer data analysis to identify key user needs, which informed product development decisions and resulted in 65% improvement in customer retention."
• Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings
• Analyzed customer data to identify trends and develop strategies to improve customer success metrics
• Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team

• Implemented [Specific Technique/Process] to diagnose and resolve customer issues on first contact, leading to significant improvement in customer satisfaction and 50% reduction in call escalation rates.
• Streamlined troubleshooting procedures and knowledge base development, resulting in 65% decrease in average resolution time for critical technical issues.
• Utilized strong communication skills and customer-centric approach to resolve issues efficiently and effectively, leading to 100% increase in customer satisfaction scores as measured by [Specific Metric, e.g., CSAT surveys].
• Authored and maintained comprehensive knowledge base articles, improving accessibility and searchability of technical solutions for both internal teams and customers, leading to 50% reduction in repetitive support inquiries.
• Developed proactive monitoring system that identified potential network issues before they impacted user experience, minimizing downtime and maintaining system stability.

• Consistently achieved a 100% Customer Satisfaction Score (e.g., CSAT) through active listening, empathy, and proactive issue resolution.
• Streamlined troubleshooting processes by 85%, resulting in a 50% decrease in average resolution time for customer inquiries.
• Authored and maintained comprehensive knowledge base articles, increasing resource accessibility and reducing repetitive support tickets by 50%.
• Identified upsell and cross-sell opportunities based on customer needs, contributing to a 75% increase in customer lifetime value.
• Mentored and collaborated with new team members, fostering a positive and supportive customer support environment.

Leveraged strong negotiation skills and in-depth knowledge of Tyre machine technology to secure lucrative contracts with major clients, consistently surpassing sales goals by average of 35%.
Successfully identified and penetrated new market segments for Tyre machines, leading to 25% increase in customer base and significant expansion of company's market share.
Implemented strategic account management strategies, offering targeted solutions that addressed clients' specific needs and resulted in 35% increase in average order value.
Established strong and trusting relationships with key decision-makers, fostering repeat business and achieving 50%customer retention rate.
Developed deep understanding of Tyre machine technology, applications, and competitor products, enabling effective product presentations and value propositions to clients.