Arvinda Sabesan
Chennai
Summary
Results-driven customer success/onboarding specialist with demonstrated experience in coordinating whole customer onboarding process, serving as first point of contact and providing insightful solutions. Experienced in building relationships, training, and driving customer success.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Client Relations Executive
Zurich Insurance Group
06.2023 - 04.2024
- Managed a portfolio of key clients, fostering strong relationships by providing personalized support resulting in 20% increase in CSAT
- Collected and analyzed client feedback to make data-driven decisions and improvements in service quality
- Implemented a Net Promoter Score (NPS) survey, resulting in a 15-point increase in NPS within 4 months
- Responded to customer inquiries via phone and email within an average of 6 minutes, ensuring timely and efficient support
- Maintained an average call handling time of 5 minutes or less, improving efficiency while still addressing customer concerns effectively.
Customer Onboarding Specialist
TourRadar
07.2022 - 12.2022
- Owned and Managed end-to-end Customer accounts from point of sale through Salesforce CRM
- Proactively engaged with Customer accounts through prompt responses via phone, Email and live chat
- Conducted weekly training and QA sessions with Customers on Zoom to educate customers on TourRadar's platform updates
- Collaborated with Product, Sales & Content management teams that led to successful customer experience and onboarding
- Gathered and presented user insights from Salesforce to Product and IT teams to improve efficiency and quality
- Achieved 100% platform engagement rate during Q3 from more 60 Customer accounts
- Increased Customer renewal rate from 93% to 97% at the end of customer subscription
- Minimized SLA on Live chat and Email to an average of 1:32 minutes from 3:45 minutes.
Senior Customer Success Executive
Pickyourtrail
05.2018 - 04.2020
- Managed a portfolio of over 350+ customers who traveled to Europe
- Addressed customer inquiries, resolved issues, and provided live trip support
- Supervised 8 customer success executives and mentored new team members for effective daily works management
- Conducted training workshops for sales and Marketing teams leading to 25% increase in MRR
- Increased NPS [Europe] from 6.8 to 8.2 through implementation of customer engagement & retention strategies
- Automated KPI dashboard that demonstrated key customer touch points and individual metrics of each individual
- Developed UI and optimized product copy pages for Pickyourtrail website and App users that entailed destination information and FAQs
- Implemented customized SOPs and customer guidelines for travelers
- Achieved the Customer success award 'Happiness Hero' in Q1, Q3 and Q4 2019.
Education
Post Graduate Diploma - Social Media Marketing
Seneca College
12.2022
Post Graduate Diploma - Marketing Management
Humber College
12.2021
Bachelor of Business Administration -
Ramakrishna Mission, Vivekananda College
12.2018
Skills
- Customer Service
- Customer onboarding
- Needs assessment
- Training & Development
- Data Analytics
- Problem Solving
- Time management
- Technical support
- Salesforce
- MS Office Suite
- G-Suite
- Slack
- Zoom
- Asana
- HubSpot
Certification
- CCSM Level -1 [Customer Success Certification]
- Salesforce CRM Badges
- Critical Thinking for Decision Making
- Social Media Certification
- Excel Skills for Business
- Customer Analytics
- Google Analytics Advanced
Timeline
Client Relations Executive
Zurich Insurance Group
06.2023 - 04.2024
Customer Onboarding Specialist
TourRadar
07.2022 - 12.2022
Senior Customer Success Executive
Pickyourtrail
05.2018 - 04.2020
Post Graduate Diploma - Social Media Marketing
Seneca College
Post Graduate Diploma - Marketing Management
Humber College
Bachelor of Business Administration -
Ramakrishna Mission, Vivekananda College
- CCSM Level -1 [Customer Success Certification]
- Salesforce CRM Badges
- Critical Thinking for Decision Making
- Social Media Certification
- Excel Skills for Business
- Customer Analytics
- Google Analytics Advanced
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