Anshul Sharma

• Trained new Customer Success Managers, setting them up for success in their roles through hands-on coaching and mentoring.
• Optimized the customer journey by analyzing usage patterns and providing tailored recommendations based on unique needs.
• Implemented client feedback loops to inform product enhancements and better meet customer needs.
• Reduced churn rate by proactively identifying at-risk customers and addressing their needs.
• Achieved revenue targets by managing renewals effectively and identifying upsell opportunities within existing accounts.
• Established strong relationships with clients to build trust and loyalty, leading to long-term business partnerships.
• Conducted regular business reviews with key stakeholders to track progress towards goals and identify areas for improvement.
• Enhanced customer satisfaction by implementing personalized success strategies for key accounts.
• Increased customer engagement by designing targeted outreach campaigns tailored to individual user profiles.
• Managed escalations effectively, resolving complex issues and preventing future occurrences.
• Championed a proactive approach to customer success by identifying potential issues, addressing them early-on in the client lifecycle, and preventing churn.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.

SENIOR ASSOCIATE aka SENIOR ANALYST WITH TELUS CANADIAN TELECOM OUTBOUND SALES CAMPAIGN), 7TH JAN 2019 to 1st JUNE 2023.

Have worked with multiple outbound portfolios such as Add-A- Line, Tablet Acquisition, and Mobility Acquisition Campaign, prior to leaving was working with Winback (RETENTION) campaign. Responsibilities:

Assist in providing personal nancial planning services to individuals and small business owners including identifying, dening, and prioritizing our client’s nancial goals, preparing personal nancial statements, identifying strategies regarding cash ow, and preparing various nancial analyses

· Eectively present information and respond to questions from management, clients, and the general public.

· Foster and develop client relations

· Maintain and build professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, and participating in professional societies

· Perform general oce tasks, special projects, and other duties as requested

· Identifying and capitalizing on improvement opportunities.

· Identifying innovative ways to increase customer satisfaction.

· Evaluating the performance of project teams to ensure that targets and deadlines are met.

TEAM DEVELOPER aka IND CS SENIOR SPECIALIST IN MULTIPLE SEMI-CONDUCTOR CLIENTS LIKE HONEYWELL, NXP, FREESCALE, etc HANDLING THEIR ACTIVE & RETIREE BENEFITS INCLUDING (HEALTHCARE, PENSION & 401K BENEFITS), SEPT 16TH 2010 to MAY 19TH 2017.

Responsibilities:

· Administer benets for Actives, Retirees & Survivors.

· DBP reconciliation premium calculation, payment history, summarizes account balances, rectify adjustment errors, and set up a direct debit, DBP accounting data,

· Explain monthly payroll & pension deductions to the participants & if required initiate a workow for recalculation of their benet costs.

· Track participant’s indicative data – SSN, DOB, etc & make corrections.

· Initiate necessary workows & research to analyze the defects on a few accounts & timely follow-up.

· Process approved client requests to reinstate lapsed medical coverages, recertify participants & conduct annual audits.

· Review audit documents & based on client regulations either approve or deny them.

· Coordinate timely with health plan carriers to avoid any time lag involved.

· Track weekly CNNC les sent across to the health carriers. Any lapse starts a manual update.

• Serve as a point person for the Process Centre of Excellence team with a major line of business and functional partners
• Contribute to BMO process best practices which include
• Identifying and prioritizing Process Excellence best practices
• E ectively deploying these best practices across the enterprise, through communication, communities of practice, standards, change management, and training
• Provide subject matter expertise in systems or applications
• Performed quality assurance checks on transactions and account actions to assess compliance with state and federal regulations.

• Manage large amounts of incoming phone calls
• Generate sales leads
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid, and complete information by using the right methods/tools
• Meet personal/customer service team sales targets and call- handling quotas
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure the resolution
• Keep records of customer interactions, process customer accounts, and le documents
• Listening to Music
• Follow communication procedures, guidelines, and policies
• Take the extra mile to engage customers