Ankit Tak
Customer Success Associate
Bengaluru
Summary
A highly motivated customer service professional seeking to utilize my knowledge and skills to contribute to the growth of my organization and my career, while continuously expanding my knowledge. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
9
9
years of professional experience
5
5
years of post-secondary education
2
2
Languages
Work History
Customer Success Associate
LogIQ Labs Pvt Ltd
Bengaluru
05.2022 - Current
- As a Customer Success Associate at eShipz.com, I have demonstrated my ability to effectively manage client onboarding and account management, oversee operations, and lead and train team members
- I am passionate about building strong relationships with our clients, and I am dedicated to providing exceptional service that ensures their satisfaction
- I am skilled at identifying and leveraging opportunities to achieve favorable outcomes for both our clients and our company
- Whether it's negotiating pricing, contract terms, or other critical factors, I am able to find solutions that meet the needs of all parties involved
- Successfully managing client onboarding and account management for clients, including technical troubleshooting, provisioning support, account issues, billing issues, and query resolution, resulting in a high level of customer satisfaction
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Collaborating with partners to ensure seamless operations and coordinating with internal stakeholders to streamline processes and implement proactive measures to improve customer service quality and operational efficiency
- Training team members on best practices for client management, technical troubleshooting, and operational efficiency, resulting in increased productivity and job satisfaction
- Providing regular reports to senior management, setting short-term and long- term operational goals, and implementing strategies to achieve those goals
- Conducted a thorough analysis of customer feedback data and implemented new policies and procedures to address common pain points, resulting in a 20% decrease in customer churn rate
- As also part of my role, I am successfully managing various aspects of client relations and operations, including commercial negotiations, purchase order management, and client retention
- Successfully negotiating commercial agreements with clients, resulting in increased revenue & improved contract terms
- Managing purchase orders and ensuring timely delivery of services, resulting in improved operational efficiency and a high level of customer satisfaction
- Retaining over 90% of clients by providing exceptional customer service, responding promptly to queries and issues, and proactively addressing client needs and concerns
- I am confident that my expertise in managing client relations and operations, along with my commitment to delivering exceptional customer service and retaining clients, would be an asset to any organization.
Sr. Customer Relations Advisor, Sales Support
Tech Mahindra Business Services Ltd
Mumbai
02.2018 - 05.2022
- I had the opportunity to play a crucial role in providing exceptional support to B2B customers over inbound calls and chat
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Here are some of my key responsibilities and achievements:
- Order Management and Technical Troubleshooting: I was responsible for managing customer orders and providing technical troubleshooting support for issues related to provisioning, billing, and system errors
- I worked on Siebel
- System and tools such as Oracle, ATG, Track It, Artemis, Salesforce Redsource, and NBN Portal to ensure that customer issues were resolved quickly and effectively
- Trouble Ticket Management: I handled trouble tickets for order and delivery issues and performed the entire investigation cycle to ensure a smooth customer experience
- My focus was on resolving issues promptly while complying with policies and procedures to ensure customer account and data security
- Independent Business Owner Support: I assisted Independent Business Owners with sales and customer account issues
- This involved providing them with the necessary support to ensure that their customers' needs were met and their issues were resolved in a timely manner
- Internal Email Management: I managed internal emails related to customer support, ensuring that all queries and complaints were addressed promptly and effectively
- Performance Evaluation: My performance was evaluated based on key metrics such as NPS, Stack Ranking, AHT, targets, quality, and knowledge analysis
- I consistently met or exceeded these metrics, which helped to drive customer satisfaction and loyalty
- Overall, my experience at Tech Mahindra Business Services Ltd provided me with a strong foundation in customer support and operations management
- I was able to hone my skills in troubleshooting, ticket management, and customer relations, while also gaining experience in using various tools and systems to support customer needs
CSR
FirstSource Solutions Ltd, Jefferson Capital Systems
03.2017 - 01.2018
- Worked as a debt collector for a US-based debt-buying firm, Jefferson Capital
- System, with responsibilities to collect charged-off accounts and convert them into payments through outbound and inbound calls
- Accounts included Verizon/Aspire Card/Car Loan/Fingerhut Retail Accounts
- Worked under strict compliance with US FDCPA and State Debt Collection Laws and Guidelines
- Serviced client accounts from lead generation to payment conversion
- Guided inbound calls and transferred them to the correct department.
Sr. Practitioner
Concentrix Daksh Services India Pvt Ltd, Jet Airways India Ltd
10.2015 - 03.2017
- Assisted guests with queries related to international travel with Jet Airways, including flight ticketing and amendments
- Amendments included sector-wise changes for UK, US, Canada, Asia, and Gulf
- Trained to work on the airline system, SABRE, and performed manual amendments as required
- Generated revenue by selling and upselling international flight tickets
- Maintained high standards and brand reputation
- Met client requirements and expectations by delivering expected results
- Ensured zero-error task performance to avoid revenue impact.
Sr. Consultant - DHL KYC
Sutherland Global Services
08.2014 - 09.2015
- Had to handle outbound & inbound calls and solve customer query related to
- KYC documentation
- Must convince and help customer to upload the documents online on client’s portal
- After documentation from the customer end, had to ensure documents are as per
- Indian customs regulations and have to verify them, with performing all the back- office activities
- Had to follow the deadlines given by client and have to meet client’s expectation
- Also, had been appointed to handle escalations calls
- Worked on Client portals like SCM, DHL KYC Link, GDI.
Education
Bachelor of Commerce -
Rajarshi Shahu College
Mumbai 06.2011 - 05.2015
SSC -
Eden High School, Maharashtra Board
Mumbai 06.2006 - 03.2007
Skills
Complaint resolution
Timeline
Customer Success Associate
LogIQ Labs Pvt Ltd
05.2022 - Current
Sr. Customer Relations Advisor, Sales Support
Tech Mahindra Business Services Ltd
02.2018 - 05.2022
CSR
FirstSource Solutions Ltd, Jefferson Capital Systems
03.2017 - 01.2018
Sr. Practitioner
Concentrix Daksh Services India Pvt Ltd, Jet Airways India Ltd
10.2015 - 03.2017
Sr. Consultant - DHL KYC
Sutherland Global Services
08.2014 - 09.2015
Bachelor of Commerce -
Rajarshi Shahu College
06.2011 - 05.2015
SSC -
Eden High School, Maharashtra Board
06.2006 - 03.2007
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