Carol Castelino
Vasai
Summary
Seasoned Customer Success Manager at Eventcombo Inc, adept in client account management and leveraging Tableau for insightful reporting. Excelled in fostering customer engagement, achieving a notable increase in satisfaction ratings. Skilled in inter-department collaboration and mentoring, my strategic approach and audit planning significantly enhanced operational efficiency.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Success Manager
Eventcombo Inc
Mumbai
11.2023 - Current
- Advocated for customer needs within the organization, driving product improvements.
- Implemented quality control measures to uphold company standards.
- Established strong relationships with clients through regular communication and follow-up activities.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Researched new technologies and initiatives to improve customer experience.
- Met with customers to discuss best practices and drive outcomes.
- Collaborated with cross-functional teams to develop strategies for driving customer success.
- Negotiated contract renewals and managed customer expectations to ensure satisfaction.
- Conducted regular check-ins with clients to ensure their needs were met.
Claims Account Specialist
JP Morgan & Chase
Mumbai
09.2023 - 08.2024
- Evaluated financial information provided by claimants in order to process payments quickly and accurately.
- Generated weekly reports summarizing progress made on active cases.
- Planned and conducted investigations of claims to confirm coverage and compensability.
- Drafted statements of loss to summarize payments, underlying policy coverages, and damages.
- Handled the modification and updating of policies.
- Reviewed and analyzed insurance claims to determine validity, completeness, accuracy, and eligibility for payment.
- Advised management on potential changes needed in policies or procedures, based on findings from investigations.
- Precisely calculated refunds, premiums, and adjustments.
- Identified trends in rejected claims that could indicate system errors or fraudulent activity.
- Performed periodic audits of closed files to ensure the accuracy of documentation and compliance with regulations.
Assistant Manager Global Planning & Excellence
WhiteHat Jr Education PVT LTD
Mumbai
06.2020 - 07.2023
- Managed company onboarding processes, interviewing, and selecting new quality assurance personnel.
- Monitored the execution of testing activities, directing supervisors, inspectors, and floor workers according to testing specifications to gather accurate, useful data.
- Kept records of quality reports and statistical reviews.
- Provided training to the team on the use of quality tools such as Postman, JIRA, Confluence, Tableau, etc.
- Collaborated with leadership teams on initiatives aimed at improving overall organizational performance through effective onboarding processes.
- Worked closely with the human resources department to ensure compliance with company policies regarding hiring practices.
- Provided support in developing training materials for new employees.
- Optimized existing database structures for better performance on analytics tasks.
- Developed and maintained project plans, timelines, and budgets.
- Communicated effectively with stakeholders to ensure project goals are met on time and within budget.
Customer Service Associate
Tech Mahindra
Mumbai
12.2017 - 08.2018
- Provided information about products and services available to customers.
- Organized and prioritized tasks and activities and worked within strict timeframes and deadlines.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Key Account Manager-Collections
First Source PVT LTD
Mumbai
03.2017 - 11.2017
- Maintained accurate records of all customer contact attempts and account updates in the database system.
- Accepted and processed customer payments and applied toward account balances.
- Coordinated cross-functional teams for successful execution of projects related to large scale accounts.
- Provided every customer with comprehensive assistance upon entering store through merchandise selection and completion of purchases.
Customer Experience Executive
Intelenet /Teleperformance
Mumbai
06.2016 - 02.2017
- Monitored customer complaints on social media platforms and responded accordingly.
- Directed and coordinated products, services and sales activities.
- Organized training sessions for employees on how best to interact with customers.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
Education
Bachelor of Computer Applications - Computer Applications Development
Kalinga University
08-2022
Bachelor of Arts - Sociology
St Andrews College
Mumbai06-2016
Skills
- Pipeline Strategy Development
- Client Account Management
- Customer Engagement Strategies
- Strategic Account Development
- Expertise in Tableau, Notion, and Excel Reporting
- Experienced with Zendesk, HubSpot, Salesforce
- Audit Planning, Managing Shrinkage & creating a effective WFM plan
- Customer onboarding
- Inter-department collaboration
- Training and mentoring
Certification
- Project Management Foundations: Quality
- Operational Excellence Foundations
Languages
English
First Language
Hindi
Proficient (C2)
C2
Marathi
Proficient (C2)
C2
Spanish
Beginner
A1
French
Beginner
A1
Affiliations
- Organizing
- Retail Therapy
- Exploring
- Reading
References
References available upon request.
Timeline
Customer Success Manager
Eventcombo Inc
11.2023 - Current
Claims Account Specialist
JP Morgan & Chase
09.2023 - 08.2024
Assistant Manager Global Planning & Excellence
WhiteHat Jr Education PVT LTD
06.2020 - 07.2023
Customer Service Associate
Tech Mahindra
12.2017 - 08.2018
Key Account Manager-Collections
First Source PVT LTD
03.2017 - 11.2017
Customer Experience Executive
Intelenet /Teleperformance
06.2016 - 02.2017
Bachelor of Computer Applications - Computer Applications Development
Kalinga University
Bachelor of Arts - Sociology
St Andrews College
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