Summary
Overview
Work History
Education
Skills
Timeline
Generic
Devyani Keserwani

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

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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

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Devyani KeserwaniCustomer Success -Lead