CHANDANA R
Bangalore
Summary
Customer Success Manager (B2B) with over 8 years of expertise in account management, customer retention, escalation handling, and business development. Proficient in process improvement, team leadership, and decision-making. Skilled in training and team building to optimize performance, enhance customer satisfaction, and drive business success
Overview
10
10
years of professional experience
Work History
Customer Success Manager
Accenture Solutions Pvt. Ltd.
11.2022 - Current
- Analyzed business performance data and forecasted business results for upper management.
- Implemented quality control measures to uphold company standards.
- Established processes for measuring customer satisfaction rates across multiple channels.
- Collaborated with cross-functional teams to develop strategies for driving customer success.
- Demonstrated and explained product features and benefits to overcome customer objectives.
- Collaborated with product development teams to incorporate customer feedback into new releases.
- Developed and executed customer success strategies to increase retention rates.
- Developed custom solutions for customers based on their individual business objectives.
- Coordinated with technical support teams to resolve customer issues in a timely manner..
- Implemented strategies to proactively address customer concerns and improve the overall experience.
- Successfully resolved complex customer issues, including escalated complaints.
- Developed customer service initiatives to enhance brand loyalty.
Assistant Manager, Customer Service
Think and Learn Pvt. Ltd.
Bangalore
09.2019 - 10.2022
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Ensured compliance with all applicable laws, regulations, and company policies.
- Developed strategies to increase customer loyalty and retention rates.
- Produced thorough, accurate and timely reports of project activities.
- Trained and supervised customer service staff on policies, procedures, and best practices.
- Established relationships with key stakeholders within the organization.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Delegated work to staff, setting priorities and goals.
- Coordinated with other departments to ensure customer satisfaction.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Performed daily audits of customer accounts for accuracy and completeness
- Participated in weekly meetings with senior management for status updates.
- Evaluated employee job performance and motivated staff to improve productivity.
Product Expert
NetLeisure Internet Technologies Pvt Ltd
Bangalore
10.2018 - 07.2019
- Generated detailed reports of customer feedback for use by the sales team.
- Assisted sales representatives with product related questions from prospective customers.
- Facilitated quality assurance and product assessments to promote high-quality productions.
- Analyzed customer data to determine areas of improvement within existing products and services portfolio.
- Resolved customer inquiries regarding products features, functionality, compatibility and pricing.
- Developed branding strategies and specific products for clients, improving customer satisfaction.
Customer Relationship Manager
Creative Networks Pvt Ltd
Bangalore
04.2015 - 10.2017
- Executed credit card sales and verification processes.
- Validated documents for KYC clearance and application processing.
- Collaborated with management to gather data for risk analysis.
- Reported suspicious activities to ensure compliance.
- Submitted improvement suggestions to control fraudulent activities.
- Ensured a customer-centric approach to enhance service standards.
Education
Bachelor of Science - Mathematics
Kalpataru First Grade Science College
Tumkur05-2012
Skills
- Customer Success and Lifecycle Management
- Customer Engagement and Retention Strategies
- Account Management and Business Development
- Strategic Planning and Analysis
- Salesforce
- LeadSquared
- FreshDesk
- Microsoft Office Suite
- MS Excel (Advanced)
- Proficient in CRM platforms
- Data analysis tools
Languages
- English
- Kannada
Languages
Kannada
First Language
English
Intermediate (B1)
B1
Timeline
Customer Success Manager
Accenture Solutions Pvt. Ltd.
11.2022 - Current
Assistant Manager, Customer Service
Think and Learn Pvt. Ltd.
09.2019 - 10.2022
Product Expert
NetLeisure Internet Technologies Pvt Ltd
10.2018 - 07.2019
Customer Relationship Manager
Creative Networks Pvt Ltd
04.2015 - 10.2017
Bachelor of Science - Mathematics
Kalpataru First Grade Science College
Similar Profiles
K.V. Nagarjuna RajuK.V. Nagarjuna Raju
Tech Arch Associate Manager at Accenture Solutions Pvt. Ltd.Tech Arch Associate Manager at Accenture Solutions Pvt. Ltd.
Namrata SinghNamrata Singh
Service Delivery Ops Lead (AVP) at Accenture Solutions Pvt. Ltd.Service Delivery Ops Lead (AVP) at Accenture Solutions Pvt. Ltd.
Naina VarshneyNaina Varshney
Data Engineering Analyst at Accenture Solutions Pvt. Ltd.Data Engineering Analyst at Accenture Solutions Pvt. Ltd.