Bhabani Shil
Bengaluru
Summary
Customer-centric professional with 3+ years of experience in software, customer success, and digital customer experience. Skilled in delivering exceptional customer service, driving adoption, and ensuring customer value. Proficient in data analysis, customer success metrics, and collaboration with cross-functional teams.
Overview
8
8
years of professional experience
2
2
year of post-secondary education
5
5
Languages
Work History
Customer Success Manager
Quotient Technology (Neptune Retail Solutions)
01.2023 - Current
- Managed digital campaigns for top-tier CPG accounts, aligning product solutions with business objectives to enhance client operations.
- Conducted presentations and briefings for clients, showcasing the potential of digital tools in achieving business goals.
User Happiness Analyst
Quotient Technology (Neptune Retail Solutions)
01.2021 - 03.2023
- Built and led a customer experience team, focusing on improving user satisfaction and aligning product features with business needs.
- Developed strong relationships with users, providing insights and solutions to enhance their business processes.
Consultant: Customer Support
Cult.fit
11.2018 - 08.2020
Addressed complex customer issues, demonstrating an ability to understand and meet business needs through effective problem-solving.
Customer Delight Executive
Swiggy
07.2017 - 09.2018
- Fostered customer relationships, utilizing feedback to develop business-centric initiatives that improved customer satisfaction and retention.
Associate- Customer Service
Royal Sundaram General Insurance Co. Limited
03.2016 - 07.2017
- Developed a customer service training program that improved customer service representatives' ability to handle customer inquiries
- Created and maintained customer service reports that provided insights into customer service performance and customer feedback
- Developed customer service scripts that improved customer service representatives' ability to handle customer inquiries
- Processed insurance claims and handled insurance denials.
Education
Executive MBA - Management
05.2023 - 05.2024
Organizational Behavior, Business Economics, Operations Management, Financial Analysis, Strategic management, Business Analytics, Digital Marketing, Marketing Management, HR Management. Information Technology, Fintech & Blockchain
Advance Certification - Digital Marketing
04.2001 -
Gained expertise in Branding & Communication, Social Media Marketing, and Marketing Analytics.
Bachelor of Arts - Political Science
04.2001 -
Skills
Event Planning & Workshop Coordination
Verbal Communication & Negotiation
Lead Generation & Qualification
Digital Marketing & Social Media Strategy
Marketing CommunicationsPresentation & Facilitation
Customer Relationship Management
Client CommunicationBusiness Development & Sales
Client Relations
Strategic Planning
Customer Relationship Building
Customer Account Management
Report Analysis
Salesforcecom
Jira
Data Analysis
Cloud Enterprise Software
Activities
- Managing Digital Communication, Bengaluru
- Managing Social Media Posts for the Socials of Sayambharata since 2022.
Timeline
IIM - Executive MBA, Management
05.2023 - 05.2024
Customer Success Manager - Quotient Technology (Neptune Retail Solutions)
01.2023 - Current
User Happiness Analyst - Quotient Technology (Neptune Retail Solutions)
01.2021 - 03.2023
Consultant: Customer Support - Cult.fit
11.2018 - 08.2020
Customer Delight Executive - Swiggy
07.2017 - 09.2018
Associate- Customer Service - Royal Sundaram General Insurance Co. Limited
03.2016 - 07.2017
MICA - Advance Certification, Digital Marketing
04.2001 -
Gauhati University - Bachelor of Arts, Political Science
04.2001 -