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
Ability to train and onboard new customers
Excellent written and oral communication skills
Ability to analyse and interpret customer data
Can work independently, take initiatives and prioritize tasks
Timeline
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