Summary
Overview
Work History
Education
Skills
Awards
Languages
Timeline
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CHETNA THAGELA

New Delhi

Summary

SaaS professional with over 4.5 years of experience in key account management, customer success, and implementation. Expertise in leading complex projects and building strong client relationships to enhance product adoption and retention in the supply chain sector. Proficient in aligning customer objectives with business strategies and utilizing tools like Salesforce, MongoDB, and Postman to optimize operations. Focused on driving organizational success through data-driven strategy and customer-focused solutions.

Overview

7
7
years of professional experience

Work History

Customer Success - Assistant Manager

Easyrewardz
Gurgaon
02.2025 - Current
  • Manage end-to-end client relationships for premium brands such as Campus Shoes, Hyatt Hotels, Citykart, and The Body Shop, ensuring smooth onboarding, timely support, and long-term account growth.
  • Customize loyalty, engagement, and CRM solutions to align with each client's business model, driving improved customer retention and repeat purchase behavior.
  • Act as the key liaison between clients and internal teams, coordinating across technology, product, and design functions to deliver tailored solutions and optimize performance.

Implementation Specialist

Bizom
Gurgaon
06.2024 - 12.2024
  • Spearheaded the implementation of projects for high-profile clients such as Mankind Upakarma, Philips Galaxy, and Philips SRC, ensuring alignment with their strategic goals and objectives.
  • Managed project timelines, resource allocation, and deliverables to guarantee timely and successful project completion, enhancing client satisfaction.
  • Collaborated with cross-functional teams to address client needs, resolve issues promptly, and drive continuous improvement in project execution.
  • Delivered comprehensive support, troubleshooting, and training to clients, optimizing their utilization of Bizom's solutions and contributing to high levels of customer retention and satisfaction.
  • Effectively managed client expectations and provided regular, clear updates to stakeholders, ensuring transparent communication and meticulous project tracking.

ANALYST - Enterprise Key Accounts

Unicommerce Esolutions Private Limited
Gurgaon
11.2022 - 05.2024
  • Facilitated high-quality solution planning and delivery for Unicommerce's products, collaborating with key customer stakeholders to ensure alignment with their business needs.
  • Led strategic discussions to align Unicommerce's objectives with both new and existing key enterprise customers, driving significant business growth.
  • Identified and pursued renewal and expansion opportunities by analyzing accounts with high potential for growth, conducting renewal discussions, offering consultative support, and optimizing configurations.
  • Acted as a strategic advisor, aligning clients' business goals and growth strategies with Unicommerce's solutions to maximize revenue and product adoption.
  • Conducted product demonstrations, managed implementation projects, and performed comprehensive API testing using Postman to ensure seamless integrations.
  • Successfully managed the integration of major e-commerce platforms including Amazon, Shopify, Ajio, and Flipkart for clients, enhancing their operational efficiency and product reach.

Senior Associate - Customer Service

Firstsource Solutions Pvt.Ltd.
Bangalore
10.2020 - 11.2022
  • Provide guidance and support to junior customer service representatives, including coaching on best practices, handling escalated customer issues.
  • Handle escalated customer inquiries and complaints that require advanced problem-solving skills, ensuring timely and satisfactory resolutions.
  • Monitor and evaluate team members' performance metrics such as call quality, adherence to protocols, and customer feedback, providing.
  • Identify areas for process improvement within the customer service department, collaborate with management to develop and implement solutions.
  • Cultivate and maintain strong relationships with key customers, addressing their needs and concerns promptly, and serving as a point of contact for complex or VIP customer accounts.

Teacher

New Delhi
08.2018 - 09.2020
  • Conducted tuition classes for 10th and 12th-grade students, focusing on core subjects like Mathematics and Science. Designed customized lesson plans to improve student understanding and exam performance.

Education

Master of Business Administration (MBA) -

Indira Gandhi national open university
New Delhi, India
07.2026

Bachelor of Commerce -

Shaheed Bhagat Singh College, DU
New Delhi, India
07.2018

Senior Secondary (12th) -

Ggsss School Pushp Vihar Saket
New Delhi, India
03.2014

High School Diploma -

Sarvodya Kanya Vidyalaya Saket
New Delhi, India
03.2012

Skills

  • B2B operations
  • Customer relationship management
  • Business analysis
  • Market research
  • Operations management
  • Key account management
  • Stakeholder engagement
  • Problem solving
  • Strategic planning
  • Salesforce proficiency
  • API testing with Postman
  • Remote access with PuTTY
  • Project tracking with Jira
  • Microsoft Office suite

Awards

  • Best Senior Associate, FSL, 12/22
  • Highest in-house sales recognition, FSL, 11/22
  • Great Team Award, FSL, 01/21

Languages

  • English
  • Hindi

Timeline

Customer Success - Assistant Manager

Easyrewardz
02.2025 - Current

Implementation Specialist

Bizom
06.2024 - 12.2024

ANALYST - Enterprise Key Accounts

Unicommerce Esolutions Private Limited
11.2022 - 05.2024

Senior Associate - Customer Service

Firstsource Solutions Pvt.Ltd.
10.2020 - 11.2022

Teacher

08.2018 - 09.2020

Master of Business Administration (MBA) -

Indira Gandhi national open university

Bachelor of Commerce -

Shaheed Bhagat Singh College, DU

Senior Secondary (12th) -

Ggsss School Pushp Vihar Saket

High School Diploma -

Sarvodya Kanya Vidyalaya Saket

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CHETNA THAGELA