Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic
Deepali Shukla

Deepali Shukla

Customer Success Manager
Gurgaon

Summary

12+ years of experience in Customer Success and Relationship Management. Skilled in B2B, B2C ,Upselling, Cross Selling, Retention, Technical Process Ramp-up, Issue Resolution, Process Training, Data Extraction, Quality Analysis and Floor Management.



Overview

12
12
years of professional experience
4
4
years of post-secondary education
3
3
Languages

Work History

Customer Success Manager

EVC Ventures
04.2023 - 05.2023
  • Responsible for Success and E2E care of 30 Higher Education Institutes in the USA as their Customer.
  • Success Manager and main POC from Unifyed SIS portal.
  • Selling, Upselling, Retention, Client and Vendor Management.
  • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
  • Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.

Lead, Customer Service

American Express India Pvt Ltd.
Gurgaon
02.2016 - 04.2023
  • Lead-Customer Care Personnel : People Management, new resource Training and Floor support. Handled escalations around Technical Support , Payment Disputes and Team mentoring plus Process Ramped up PAN India.
  • Designed strategic plan for component development practices to support future projects.
  • Mentoring and supporting new hires by hiring support, Process Training, and support in production transitioning and giving refresher training sessions for the Team
  • Periodic analysis of Training contents / Reference articles and implementing changes .Facilitating process changes due to External/Internal challenges and imparting trainings
  • Challenging status quo and looking for process improvement ideas and executing them to streamline the process
  • Planned a strategy and worked as an individual contributor to track and implement GST for the Merchants PAN India.
  • Developed customer service policies and procedures to meet and exceed industry service standards.
  • Developed monthly and daily production output plans to deliver on customer service and financial metrics.
  • Tracked customer service cases and updated service software with customer information.
  • Additionally,Was part of LGBTQA+ inclusivity and Diversion Team and gave Counseling to the Colleagues in need of guidance.

Content Specialist

Archies Pvt Ltd
New Delhi
04.2014 - 02.2016
  • For the Greeting Cards
  • Helped them upramp their print media and Plush Toys section
  • Email and Calls- Retention's Team for Tech Support.
  • Utilized exceptional writing, editing, and proofreading skills to produce engaging and error-free content.
  • Provided writing support in fast-paced environment for variety of public-facing materials.

Master Customer Care Associate

iYogi India Pvt Ltd
Gurgaon
03.2014 - 09.2014
  • Resolved concerns with products or services to help with retention and drive sales.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Assisted call-in customers with questions and orders.
  • Logged call information and solutions provided into internal database.

Technical Lead

Teleperformance, TP
Gurgaon
01.2013 - 01.2014
  • Worked for American telephone and Telegraph AT&T as Tech Support Officer
  • Worked on emails and calls to fulfill Client queries and troubleshooting via remote sessions.
  • Investigated system issues and implemented resolutions to reduce downtime.
  • Evaluated and adopted new technologies to address changing industry needs.

Ccp Lead

Wizard inn Pvt Ltd
02.2011 - 06.2013
  • As a CCP, assisted clients with their queries over call and Emails for Fraud's Department.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Demonstrated a high level of initiative and creativity while tackling difficult tasks.

Education

PG Diploma - Psychology

Fobet Institute of Psychology Studies.
04.2023 - Current

Bachelor of Arts - English Literature

University of Delhi
New Delhi
06.2009 - 06.2013

12th - Commerce Stream

Guru Tegh Bahadur 3rd Centenary Public School
New Delhi
06.2009 - 06.2009

10th - Common Subjects

Guru Nanak Public School
New Delhi
06.2007 - 06.2007

Skills

Team Handling, Conflict management, Emotional skills/Intelligence(EI) Multitasking , flexibility and resourcefulness with excellent interpersonal skills , negotiation skills, with a high degree of flexibility & resourcefulnessPublic speaking, Decision making, building and maintaining effective long-term relationships within and across internal and external teams Good analytical and presentation skills with adaptability and willingness to learn and excel Quick learner, proactive attitude, capable of thinking out of the box & generating new ideas Commitment, dedication and diligence towards work, ability to work under pressure

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Accomplishments

  • GSTIN Implementation in Amex through effectively helping with planning and executing the plan for the same.
  • Documented and resolved payment delays through Cheque to NEFT Implementation which led to fewer issues and higher satisfaction.
  • Collaborated with team of 30 Higher Education Institutions in the new SIS implementation.

Timeline

Customer Success Manager

EVC Ventures
04.2023 - 05.2023

PG Diploma - Psychology

Fobet Institute of Psychology Studies.
04.2023 - Current

Lead, Customer Service

American Express India Pvt Ltd.
02.2016 - 04.2023

Content Specialist

Archies Pvt Ltd
04.2014 - 02.2016

Master Customer Care Associate

iYogi India Pvt Ltd
03.2014 - 09.2014

Technical Lead

Teleperformance, TP
01.2013 - 01.2014

Ccp Lead

Wizard inn Pvt Ltd
02.2011 - 06.2013

Bachelor of Arts - English Literature

University of Delhi
06.2009 - 06.2013

12th - Commerce Stream

Guru Tegh Bahadur 3rd Centenary Public School
06.2009 - 06.2009

10th - Common Subjects

Guru Nanak Public School
06.2007 - 06.2007

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Deepali ShuklaCustomer Success Manager