Avipsa Kar
Customer Experience Manager
Bengaluru
Summary
A Customer Success Manager with five years of experience seeks a challenging position within a dynamic organization. My goal is to maximise customer retention and satisfaction by providing world class customer experience and ensuring that customers are supported and up-to-date with latest product and marketing information. Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
Work History
Customer Experience Manager
Think and Learn Pvt Ltd
Bengaluru
12.2020 - Current
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Scheduled and attended meetings with clients and prospective clients as requested.
- Performed duties and provided service in accordance with established operating procedures and company policies.
Assistant Customer Experience Manager
Think and Learn Pvt Ltd
Bengaluru
01.2020 - 10.2021
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Scheduled and attended meetings with clients and prospective clients as requested.
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
- Maintained client files with sales contracts, records of client interactions, client notes and other information.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
- Collaborated with finance department on invoicing accuracy for applicable products, services, software and logistics.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems and following up with potential and existing clients.
- Established performance and service goals and held associates accountable for individual performance.
- Organized daily workflow and assessed appropriate staffing to provide optimal service.
- Developed new employees and on-going performance assessment of current employees.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Created lists of potential customers based on regional markets and assigned sales tasks to team of 50 employees.
- Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.
- Increased profits through providing excellent customer service, following established guidelines and auditing sales reports.
Product Specialist
Think and Learn Pvt Ltd
Bengaluru
12.2018 - 01.2020
- Researched product's technical specifications and accurately communicated information.
- Continually expanded knowledge of [Product or Service] product line.
- Logged phone numbers and email addresses to contact customers for follow-ups.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Retained existing clients and developed [Number] new accounts by extending high quality and efficient support service.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
Business Development Associate
Think and Learn Pvt Ltd
Bengaluru
01.2017 - 11.2018
- Boosted revenue by bringing in and cementing relationships with new clients and optimizing servicing of existing customer accounts.
- Planned marketing initiatives and leveraged referral networks to promote business development.
- Communicated with local organizations to build networks and develop leads.
- Reviewed client concerns and recommended appropriate changes to supervisors.
- Used Lead Squared to handle current portfolio and prospective leads.
- Maintained extensive knowledge of company products and services to provide top-notch expertise to customers.
- Negotiated contracts and closed sales with new and existing clients.
Education
Electronics And Instrumentation Engineering
Institute of Technical Education And Research
Odisha,India 05.2013 - 05.2017
Skills
Open minded and willing to adapt to different types of customers
undefinedTimeline
Customer Experience Manager
Think and Learn Pvt Ltd
12.2020 - Current
Assistant Customer Experience Manager
Think and Learn Pvt Ltd
01.2020 - 10.2021
Product Specialist
Think and Learn Pvt Ltd
12.2018 - 01.2020
Business Development Associate
Think and Learn Pvt Ltd
01.2017 - 11.2018
Electronics And Instrumentation Engineering
Institute of Technical Education And Research
05.2013 - 05.2017
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