Arvind Goswami
Mumbai
Summary
A results-driven and customer-focused professional with 8 years of experience in customer success management domain with proactive communication strategies to drive customer engagement and success in the SAAS industry and developing tailored solutions, and ensuring the successful implementation of products or services, I am committed to delivering exceptional experiences for clients. Skilled in understanding customer needs and excel in building and maintaining strong client relationships while driving business growth and customer satisfaction.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Sr. Customer Success Analyst
O.C Tanner India
Mumbai
11.2021 - Current
- Introduced SAAS Culture Cloud recognition platform features and explained their benefits to encourage customers and facilitating smooth onboarding processes for new customers and ensuring effective product usage.
- Gathering and analyzing customer feedback to improve products and services.
- Coordinate with sales, R&D, customer support, and delivery teams for enhancement and to foster seamless collaboration and optimize effectiveness between sales and customer success teams.
- Managed Client onboarding and lifecycle processes and managed US client queries and provided timely responses
- Documented client issues and requirements in JIRA with clear descriptions, Strong verbal, and written communication skills, essential for effectively addressing customer inquiries and concerns and coordinating with team members
Sr Executive
Radius Global Services
07.2019 - 08.2021
- Led a team of 10+customer service agents, fostering a culture of accountability, collaboration, and continuous improvement
- Consistently achieved and exceeded performance metrics by making 300+ calls daily, and collection targets ensuring prompt resolution of customer concerns and inquiries
- Developed and implemented customized payment arrangements tailored to individual customer needs, leading to a 20% reduction in outstanding debts.
Sr. Customer Service Representative
First-source Limited
09.2017 - 05.2019
- Acted as Subject matter expert in solving customer inquiries via email, phone.
- Up-selling and cross-selling for additional services leading to a 20% increase in revenue and improved customer experience.
- Training and on-boarding other employees in the department.
Consultant
Sutherland Global Services
08.2015 - 09.2017
- Up-selling and cross-selling for additional services
- Handled inbound and outbound calls, addressing technical and billing-related queries
Education
Masters in Operations Management -
Welingkar Institute of Management
01.2023
Bachelor of Commerce -
University of Mumbai
01.2018
Skills
- Stakeholder Management
- Requirements Gathering
- Problem Solving
- Subject Matter Expert
- Relationship Management
- Customer Champion
- Presentation Skills
- SAP / EXCEL / CRM
Certification
- Business Analysis Fundamentals
- Developing Business Acumen
- Critical Thinking for More Effective Communication.
Accomplishments
- Received "STAR award" recognition for consistently demonstrating outstanding performance and dedication to customer service excellence.
- Achieved high Net Promoter Scores (NPS) by cultivating and maintaining a strong rapport with customers.
- Actively participated in initiatives to improve customer experience, implementing strategies and processes that resulted in enhanced customer satisfaction and positive feedback.
Languages
- English
- Hindi
Timeline
Sr. Customer Success Analyst
O.C Tanner India
11.2021 - Current
Sr Executive
Radius Global Services
07.2019 - 08.2021
Sr. Customer Service Representative
First-source Limited
09.2017 - 05.2019
Consultant
Sutherland Global Services
08.2015 - 09.2017
Masters in Operations Management -
Welingkar Institute of Management
Bachelor of Commerce -
University of Mumbai
- Business Analysis Fundamentals
- Developing Business Acumen
- Critical Thinking for More Effective Communication.
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