ANJALI SHETTY
Customer Engagement Manager(Customer Success)
Bangalore
Summary
Dedicated & goal-oriented professional with 9+ years of experience in:
||Customer Success ||Customer Engagement/Escalation Management || ARR || Support Account Management || Customer Retention|| Customer Advocacy || Upselling and Cross Selling ||Incident Management ||
Overview
10
10
years of professional experience
3
3
years of post-secondary education
Work History
Customer Engagement Manager( Customer Success)
Vmware
9 2021 - Current
- Owning overall relationship with assigned clients, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction.
- Act as single point of contact for the management and escalation of all Support-related activities by partnering with internal Account Teams and TAM
- Coordinating and leading recurring weekly/biweekly/monthly meetings with customers to review their SR portfolio, identifying status, dependencies, and prioritization and identify opportunities to promote additional products and services.
- Serving as day-to-day contact for assigned customers, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them.
- Facilitating interaction and workflow between project team members, including third- party service providers, to ensure deliverables are on time.
- Establishing accurate expectations and ensuring relief to customers in timely manner.
- Preparing necessary documentation to demonstrate performance in C-Sat/NPS scores and to identify areas of improvement.
Account Service Representative
Vmware
09.2019 - 09.2021
- Provide initial remote technical troubleshooting for all the Workspace One SME’s and device platforms like iOS & Android.
- Proactively update and respond timely to customer inquiries, primarily via email and telephone to our expected KPI’s.
- Resolve any customer account and Licensing issues through diligent research, reproduction, and troubleshooting when required.
- Enter accurate detailed information into the VMware ticketing systems (GS Lightning)
- Work directly with our Technical Support Engineers and Sales staff to resolve customer issues.
- Customer Focus.
Lead on Duty-Incident Manager
Accenture
11.2017 - 08.2019
- Responsible for handling 17 Accenture Project's end-to-end lifecycle of priority incidents, interacting with application owners, supports groups and all stakeholders
- Responsible for validating the Business Impact and Prioritization of reported incidents and coordinating with different vendors, ensuring active communication channel for swift resolution within agreed time
- Initiating technical bridge calls with support teams and application managers for priority incidents, driving Service Restoration team towards resolution& sending out Minutes of Meeting to all stakeholders
- Conducting major incident review with the Service Restoration team to ensure successful restoration of the interrupted services.
IT Operation Associate-Hilton Project
Accenture
02.2016 - 11.2017
- Assisted Hilton client on their Major application named OnQ
- Worked on Uninstalling, Reinstalling and Repair of OnQ Application and major priority issues such as Server Failure of the property and OnQ Application Failure
- Assisted issues with smart keys, Doorlock issues of guests by restarting services on Property Server also conferencing call with Vendor team
- Escalating tickets with 2nd and 3rd Level Team for Server, Printer and Application issues.
Technical Support Engineer
HPE (Hewlett Packard Enterprise)
11.2014 - 02.2016
- Joined as a Technical Analyst for Global Service Desk and supported a German Company EON and assisted Eon users with navigation and technical troubleshooting as and when required
- Assigning incident to concerned Teams when it was out of scope for the L1 Team
- Also helped in Service Request Management and helped users in raising Service Requests and also helped them to get in touch with concerned teams for any non-standard requests.
Education
Bachelor of Computer Applications -
KLE's PC Jabin
Hubli, India 06.2010 - 11.2013
Skills
Experience in handling Strategic Account Management, Customer Escalations
Demonstrating shared knowledge and experience with the team and helped to resolve issues in minimal time to drive Customer Experience
Empathetic and hard-working with hands-on experience in SaaS businesses
Good communication skills, interpersonal skills, self-motivated, quick learner, team player
VMware Certified Professional VMware vSphere 7x
ITIL V3 Foundation
Accomplishments
- Met efficiency and customer experience metrics by providing the right and fast solutions
- Developed standard processes and best practices used to drive customer success initiatives
- Raised many ideas through the official Accenture Portal and worked with concerned Teams to implement them after prior approval from concerned Managers and Senior Managers.
- Was the top performer and highest call generator in several months in my tenure in HPE
- Highest Csat scorer in Accenture-Hilton Project.
- Top performer in Vmware as an Customer service representative and was rewarded with points.
Declaration
I hereby declare that all the information mentioned above by me is true to my knowledge till date.
Timeline
Account Service Representative
Vmware
09.2019 - 09.2021
Lead on Duty-Incident Manager
Accenture
11.2017 - 08.2019
IT Operation Associate-Hilton Project
Accenture
02.2016 - 11.2017
Technical Support Engineer
HPE (Hewlett Packard Enterprise)
11.2014 - 02.2016
Bachelor of Computer Applications -
KLE's PC Jabin
06.2010 - 11.2013
Customer Engagement Manager( Customer Success)
Vmware
9 2021 - Current
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