Cerone Fencia Rajappa
Sherwood Park
Summary
Market-savvy Project Management Specialist and Client Account Manager offering operations management expertise and successful background driving customer success. Focused on ensuring excellent service standards and maintaining high customer satisfaction. Experience providing product and services information, and resolving any emerging problems clients might face with accuracy and efficiency.
Overview
2
2
years of professional experience
Work History
Client Account Manager
Anywhereworks
08.2023 - Current
- Handle client queries via phone, email, chat and tickets and provide solutions using multiple cloud based software
- Proficient in managing customer data and interactions through CRM platforms to enhance customer relationships and streamline processes
- Build scripts for clients and maintain existing scripts to ensure the scripts meets the client's business requirements
- Experience in designing, implementing, and maintaining IVR systems to enhance streamline call routing
- Successfully onboarded and managed a portfolio of 15 new clients, resulting in a 30% increase in account retention rate within six months
- Led a cross-functional team to resolve critical client issues, monitoring accounts and facilitating QA sessions, resulting in a 40% reduction in client escalations and improved client retention
Client Experience Associate
AnywhereWorks
10.2022 - 07.2023
- Answered incoming clients calls and provided one call resolution
- Implemented a new client feedback system, resulting in a 20% increase in positive feedback and actionable insights for service improvement
- Consistently exceeded client satisfaction targets, maintaining an average CSAT score of over 95% throughout tenure
- Contributed to the development of client communication materials, including FAQs and knowledge base articles, to enhance client self-service options
Education
PG DIPLOMA - PROJECT MANAGEMENT
Centennial College
BACHELOR OF ENGINEERING - ELECTRONICS AND COMMUNICATION
St.Peter's College of Engineering and Technology
Skills
Strategic Planning
Problem-solving abilities
Problem-Solving
Microsoft Office Suite
Project Management
HTML, CSS
Data Annotation
Technical understanding
CRM software proficiency
Timeline
Client Account Manager
Anywhereworks
08.2023 - Current
Client Experience Associate
AnywhereWorks
10.2022 - 07.2023
PG DIPLOMA - PROJECT MANAGEMENT
Centennial College
BACHELOR OF ENGINEERING - ELECTRONICS AND COMMUNICATION
St.Peter's College of Engineering and Technology
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