Devyani Keserwani
Customer Success -Lead
Gurgaon
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
5
5
years of professional experience
5
5
years of post-secondary education
Work History
Customer Success - Lead
WhatCX
Gurgaon
06.2022 - 02.2023
- Passionate about learning and committed to continual improvement.
- Self-motivated, with a strong sense of personal responsibility.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
- Learned and adapted quickly to new technology and software applications.
- Developed and executed strategic plan to achieve milestones across departments
- Led the creation and management of a comprehensive knowledgebase, including website theme and content
- Managed end-to-end customer relations, including regular review calls
- Spearheaded the launch of a Free plan, including mapping out product flow and customer actions
Customer Success Manager
GoFleet
ON
10.2021 - 02.2022
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Leading queue and ticket management for 110+ clients
- Strategizing to improve the sustainability of fleet and driver performance
- Taking Inbound initiatives to improve customer engagement & retention (NPS Surveys, Conducting Webinars, Customer
Review) - Engaging with cross functional teams (onboarding/product/support & marketing) to drive day to day operations
- Cross-Sell & Up-sell across 110 client network involving multiple business solutions
- Led the 3G sunset project from the start, ensuring successful implementation of new products and replacements
Customer Success Manager
SingleInterface
Gurgaon
07.2019 - 10.2021
- Worked on Brands like - MG Motor, Angel Broking, Nissan, SMC Global, Carl Zeiss Vision, Canon, Tata Capital, Asian Paints etc.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Creating the content to streamline the sales process for the new hire
- Responsible for mapping, signing, and nurturing relationships with clients in assigned verticals
Account Manager
KreativStreet
Gurgaon
02.2018 - 06.2019
- Strategize and create holistic digital marketing plan that will complement and add to their offline marketing strategy
- Ideate and create innovative marketing strategies to facilitate sales through e-com website
- Maintaining the basic hygiene of the accounts which includes giving briefs, supervising actions of the team
- Set up the E-com channel for the website and grew the sales from 20k to 1 lac+ per month within 6 months through paid media on FB and other platforms
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
- Educated clients on new products or services to increase customer engagement with brand.
- Reviewed and mitigated discrepancies to increase sales, reduce costs and streamline processes.
Education
Executive Certification Course - Digital Marketing And Analytics
Indian School of Business
Hyderabad 02.2022 - 06.2022
MBA - Marketing
Jaipuria Institute of Management
Lucknow 06.2016 - 04.2018
Bachelors of Commerce - Commerce
University Of Allahabad
Allahabad 06.2012 - 06.2015
Skills
Customer retention
Team leadership skills
Loyal leadership approach
Customer Relationship Management (CRM)
Customer billing management
Customer needs anticipation and conflict mitigation
Trainings
Timeline
Customer Success - Lead
WhatCX
06.2022 - 02.2023
Executive Certification Course - Digital Marketing And Analytics
Indian School of Business
02.2022 - 06.2022
Customer Success Manager
GoFleet
10.2021 - 02.2022
Customer Success Manager
SingleInterface
07.2019 - 10.2021
Account Manager
KreativStreet
02.2018 - 06.2019
MBA - Marketing
Jaipuria Institute of Management
06.2016 - 04.2018
Bachelors of Commerce - Commerce
University Of Allahabad
06.2012 - 06.2015