CHETAN JOSHI
Pune
Summary
Experienced Client Service Analyst with 4+ years of success in managing various business verticals, specializing in Client Success & Services, SaaS software Implementation, Sales, and Account Management. Proven talent in analyzing and tracking trends & providing clear, concise, and accurate recommendations for critical decision-making process. Worked on CRM tools like Salesforce, Zendesk, Jira, Neosuite, Zoho, Workday and Monday. Train and encourages teammates to improve skills and meet demanding targets. Focused on delivering high-quality products on tight schedules. Possessing excellent leadership and planning abilities. History of successfully developing and managing strong teams through proactive training and issue management. Enhancing the customer support experience by considering all dimensions with respect to the hosting support and issue management & escalations. Knowledge and experience of handling various client requirements as per different geographies and also handling in country compliance.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Client Services Analyst
Rayden Interactive Phreesia Partner
Pune
2023.01 - 2024.05
- Spearhead API-based integrations for SaaS software, ensuring seamless connectivity and functionality
- Address customer inquiries and issues related to renewals, billing, and usage, ensuring high client satisfaction and retention
- Understanding client backgrounds and identifying upsell opportunities in upselling different products by creating salesforce opportunity and keeping track of it
- Implement software products for clients and help them understand how it works and showcase value
- Worked with foundation and enterprise level clients
- Exhibit strong communication and interpersonal skills, fostering effective collaboration with stakeholders and clients
- Demonstrate proficiency in CRM tools, leveraging PowerPoint and Excel for effective communication and reporting
- Collaborate with Product Managers, QA, and Development to identify solutions or workarounds and ensure timely and accurate deliverables
- Expertise in cloud based and on premises software bidirectional troubleshooting
- Proven effectiveness in multi-tasking and delivering excellent customer service through strong communication and interpersonal skills
- Committed to teamwork, displaying professionalism and a cooperative attitude
- To complete bidirectional troubleshooting on client cloud-based software and servers, perform project management tasks on SaaS software, and maintain logs for future reference for teams
- Provide live training to client and their team
- Oversee the development and implementation of work guidelines and procedural requirements and efficiently handle and prioritize a daily queue of tasks and responsibilities
- Drive client engagement and management, including dashboard branding and design to enhance user experience
- Worked in 24/7 environment to provide on timely resolution to live clients
- Collaborate with internal teams such as deployment and technical support to ensure smooth project execution
- To raise tickets in real-time, understanding the importance of the issue and resolving it at an earlier convenience with a positive outcome
- Show resilience in handling tight resolution timeframes and conflicting priorities
- Proficient in case handling processes and escalation procedures
- Thoroughly understand contracts and payment processing systems, conducting end-to-end payment testing and bidirectional integration testing
- Design and implement policies based on logical frameworks, ensuring compliance and efficiency
- Lead technical readiness, configuration, and operation aspects of projects, collaborating with project management teams for successful delivery
- Analyze key trends and challenges impacting customer value and adoption, proposing solutions for improvement
- Maintain a self-motivated, collaborative, and goal-oriented approach, driving innovation and attention to detail in all tasks.
International Client Partner
Neeyamo (Human Resources Organization & IT)
Pune
2021.08 - 2023.01
- Serve as the primary liaison for allocated global clients, addressing their concerns, queries, and escalations promptly and effectively
- Foster and maintain strong business relationships with clients, ensuring their satisfaction and loyalty
- Understanding client backgrounds and assisting in upselling different products
- Develop and deliver training sessions to global operation teams tailored to the specific requirements of each client, ensuring that they are well-equipped to handle the Global Background Verification process
- Ensure that all orders are completed within the agreed Service Level Agreements (SLAs), maintaining accountability for meeting deadlines
- Liaise with the implementation team to facilitate a smooth handover of new clients, Support when needed with client implementation and provide training, comprehensively understanding their contracts and requirements
- Maintain an escalation tracker and collaborate with relevant stakeholders to implement process improvements, seeking approval from higher management when necessary
- Conduct regular weekly and monthly meetings with clients to review performance metrics, discuss success rates, and explore opportunities for increased volume
- Provide support to global operation teams and team leads in resolving issues and overcome challenges encountered during the process
- Conduct training sessions for new joiners on the product and process, ensuring that they are well-versed in the required knowledge and skills
- Make informed decisions regarding changes to client accounts and determine which orders should be charged based on established criteria
- Collaborate with in-house operations teams and vendors to ensure the timely completion of orders, monitoring progress and addressing any obstacles that may arise
- Hold regular meetings with all offices to assess performance, identify areas for improvement, and implement strategies to enhance efficiency and effectiveness
- Provide post-onboarding support to candidates, including Level 2 training and equipping them with the necessary knowledge to successfully conduct business
- Demonstrate proficiency in Microsoft Excel, Word, PowerPoint, and Office suite to effectively carry out responsibilities and tasks.
Lead Generation B2B
FreeLancer
Pune
2020.08 - 2021.05
- Work on LinkedIn sales navigator and target specific industry as per project and product requirement
- Need to conduct research on company and try to identify correct contact details and email id of Manager and above level who are decision maker in organization
- Setting up short meeting and help them with product demonstration and complete sales pitching
- Responsible for database management and to do Quality check of calls.
Client and Account Manager
Raos Live
Pune
2017.08 - 2019.09
- Act as main point of contact for allocated clients
- Research on multiple platform and pitching product to new clients in market and Maintaining business relations with clients and help them to grow their sales with the help of product offered
- Helps client with pricing negotiations
- Hiring employees as per client requirement based on given project
- Act as in medium to establish contract with global clients
- Help clients with demonstration of product to understand the Quality of the product and help them to understand demand in market
- Responsible to maintain global client POC database
- Responsible to issue invoice and payment collection.
Education
Bachelor of Commerce (Cost and Work Accounting) -
Chanakya Education Society's Indira College of Commerce & Science, Pune University (SPPU)
04.2020
Higher Secondary School Certificate -
Novel Junior College of Commerce And Science
03.2017
Secondary School Certificate -
SPS INTERNATIONALS
03.2015
Skills
- Team Building
- Project management
- Team Management
- Customer Escalation Management
- Customer Satisfaction
- Resource Management
- Software Implementation
- Project Lifecycle Management
- Communication & Writing Skills
- Problem-solving
- Customer Relationship Management (CRM)
- Account Management
- Data Analysis
- Client Relations
Certification
- Certification in Project Management, 2024
- Certification in Tally ERP.9 and in Financial Accounting, 2018
- Strategic Planning Foundations, 2022
- Customer Service Foundations, 2021
Personal Information
- Title: Client Service, Analyst
- Date of Birth: 06/06/98
- Gender: Male
- Nationality: Indian
- Marital Status: Single
Languages
- English
- Hindi
- Marathi
- Gujrati
Timeline
Client Services Analyst
Rayden Interactive Phreesia Partner
2023.01 - 2024.05
International Client Partner
Neeyamo (Human Resources Organization & IT)
2021.08 - 2023.01
Lead Generation B2B
FreeLancer
2020.08 - 2021.05
Client and Account Manager
Raos Live
2017.08 - 2019.09
Bachelor of Commerce (Cost and Work Accounting) -
Chanakya Education Society's Indira College of Commerce & Science, Pune University (SPPU)
Higher Secondary School Certificate -
Novel Junior College of Commerce And Science
Secondary School Certificate -
SPS INTERNATIONALS
- Certification in Project Management, 2024
- Certification in Tally ERP.9 and in Financial Accounting, 2018
- Strategic Planning Foundations, 2022
- Customer Service Foundations, 2021
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