ARCHANA KUMARI
Hyderabad
Summary
Results-oriented Product Operations and Customer Success professional with over four years of experience in managing global clients and optimizing processes. Expertise in leveraging CRM tools and data-driven insights to enhance workflow management and elevate customer satisfaction. Proven track record in leading cross-functional initiatives, improving SLA adherence, and driving strategic growth objectives through effective capacity planning and KPI tracking. Committed to delivering exceptional results aligned with organizational goals and fostering long-term client relationships.
Overview
3
3
years of professional experience
Work History
Product Operations & Coordination Executive - ETS GCC
Firstsource Solutions Limited
12.2023 - Current
- Manage global client relationships across NA, SA, SEA, AUS, EUR, EMEA, and APAC regions ensuring strengthened partnerships.
- Collaborate closely with cross-functional teams, involved in product development including product management, delivery, customer support, sales, and other stakeholders, to deliver accurate and consistent resolution.
- Manage escalations across the customer lifecycle, including onboarding issues, and service-related complaints ensuring prompt, empathetic, and effective communication through multiple channels (calls, emails, and other touchpoints).
- Maintain detailed and accurate records of escalated cases, including follow-ups, communications, and resolutions, to ensure seamless tracking and reporting.
- Identify trends and recurring issues in escalations, proactively suggesting process improvements to enhance the customer experience.
- Advocate for customers by understanding their needs and challenges, ensuring a customer-first approach in all interactions.
- Go the extra mile to transform challenging situations into positive experiences, remaining flexible and available to support members in critical circumstances.
Product Specialist - Growth & New Initiatives
Byju's Think & Learn Pvt. Ltd
05.2022 - 12.2023
- Onboarded and mentored over 2,000 students by providing detailed understanding of the product and giving customers a delightful onboarding experience..
- Ensuring that every customer query is acknowledged, addressed, and resolved in a prompt, courteous and professional manner both via e-mail, chat and over the phone.
- Exhibiting strong written and verbal communication skills to convey information effectively Preparing weekly performance / KPI reports and maintaining performance dashboard.
- Tracking product adoption for our customers, ensuring they are getting maximum value leading to upsells and expansion revenue.
- Leveraged Salesforce, Jira, and LMS tools to manage cases, track learning performance, and maintain 100% accurate student records. ensuring the continuation and enhancements of services
- Partnered with product and marketing teams to introduce growth initiatives, contributing to a 10% increase in premium subscriptions.
- Assisting with other projects as requested
Education
Master's - Commerce
Jamshedpur Women's College
05.2021
Bachelor's - Commerce
Jamshedpur Women's College
05.2017
Skills
- Customer relationship management
- Freshdesk proficiency
- Experience with GCC
- JIRA
- Salesforce
- Zendesk
- Workflow Optimization
- Capacity Planning
- KPI Tracking
- Account Management
- Strategic Planning
- Global Client Management
- Client Onboarding
- Escalation Handling
- NPS & CSAT Improvement
- LMS Platforms
- Google Workspace
- Microsoft Office Suite
- Performance Dashboards
- Data Analysis
- Stakeholder Engagement
- MS ExceL
- Multi-Channel Communication
- Customer-Centric Solutions
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Timeline
Product Operations & Coordination Executive - ETS GCC
Firstsource Solutions Limited
12.2023 - Current
Product Specialist - Growth & New Initiatives
Byju's Think & Learn Pvt. Ltd
05.2022 - 12.2023
Bachelor's - Commerce
Jamshedpur Women's College
Master's - Commerce
Jamshedpur Women's College