Summary
Overview
Work History
Education
Skills
Browsing, Reading and fitness.
Timeline
Generic

VINAY K

Bangalore,Karnataka

Summary

Experienced problem-solver skilled in team building, leadership, and motivation. Exceptional customer relations and strong relationship-building abilities. Proficient in independent decision-making and sound judgment. Dedicated to applying training, monitoring, and morale-building skills to enhance employee engagement and boost performance.

Overview

19
19
years of professional experience

Work History

Customer Success Manager & Sales Manager

Standard Technologies
08.2019 - Current
  • A partner with Canon focused on customer success and technology solutions
  • Managed a portfolio of 50+ clients, retaining 95% of accounts and amplifying revenue by 20% through innovative upselling strategies
  • Pioneered onboarding procedures, reducing time-to-value by 30% and heightening client satisfaction by 25%
  • Orchestrated swift resolution of customer concerns, gathering actionable feedback to bolster service delivery by 15%
  • Partnered with technical teams to optimize repair processes, cutting turnaround times by 30%%.

Customer Success Specialist

Cisco WebEx
04.2017 - 07.2019
  • A leading provider of collaboration technologies focused on customer experience
  • Directed health scoring for 100+ accounts, catalyzing a 20% boost in renewals and a improvement in retention
  • Delivered customized training sessions, elevating product utilization and enhancing
  • ROI by 25%
  • Enhanced client satisfaction scores by 20% through personalized communication strategies and effective issue resolution.

Customer Service Officer

Mphasis, TD, Trust
06.2014 - 12.2015
  • Global provider of technology services and solutions.
  • Contributed to the achievement of departmental targets by meeting key performance indicators consistently.
  • Improved first-contact resolution rate by efficiently handling customer queries during initial interactions.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Managed 120+ calls on a daily basis.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.

Tech Support Advisor & HR Representative

Accenture, AT&T & Aon UK Processes
05.2011 - 10.2013
  • A multinational professional services company specializing in IT services and consulting
  • Resolved technical issues for AT&T with a 98% resolution rate, enhancing customer satisfaction by 20%
  • Streamlined HR operations, processing 100+ requests monthly, improving efficiency by 20% through careful oversight.
  • Mentored junior advisors, fostering a supportive team environment focused on growth and learning.

Account Manager

DHL Franchise
10.2005 - 04.2011
  • Elevated logistics effectiveness for TEC Engineering and BASF by 15%, increasing on-time deliveries.
  • Boosted revenue by ₹40 lakh through successful upselling strategies, resulting in a client retention rate.
  • Increased client satisfaction by building strong relationships and addressing their needs promptly.
  • Developed customized account plans for clients to help them achieve their business goals.
  • Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.

Education

PGDC - International

STG International
Bangalore
02.2001

B.Sc. - Chemistry

Canara College
Mangalore
07.1996

Skills

  • Customer Success:
  • Adoption, Retention, onboarding, renewals
  • And customer advocacy
  • Account Management:
  • Relationship building, upselling, cross-Selling, and contract negotiation
  • CRM Tools: Salesforce

Browsing, Reading and fitness.

Reading
Browsing
Fitness

I enjoy reading a mix of genres, including self-help, business strategy, and technology-related books. Some of my recent favorites include Atomic Habits by James Clear and The Lean Startup by Eric Ries. Reading helps me stay informed about industry trends, develop new perspectives, and continuously learn to improve my personal and professional life.

I have a keen interest in exploring topics like customer success strategies, SaaS innovations, and emerging CRM technologies. I frequently browse reputable websites like Harvard Business Review, SaaStr, and TechCrunch to stay updated on the latest trends in customer engagement and technology. This habit helps me apply relevant, cutting-edge practices in my work.

Fitness is an essential part of my routine, helping me maintain physical and mental well-being. I enjoy activities like yoga, cycling, and strength training, dedicating at least 30 minutes daily to exercise. Fitness not only keeps me energetic but also improves my focus and resilience, which I bring to both personal and professional challenges.

Timeline

Customer Success Manager & Sales Manager

Standard Technologies
08.2019 - Current

Customer Success Specialist

Cisco WebEx
04.2017 - 07.2019

Customer Service Officer

Mphasis, TD, Trust
06.2014 - 12.2015

Tech Support Advisor & HR Representative

Accenture, AT&T & Aon UK Processes
05.2011 - 10.2013

Account Manager

DHL Franchise
10.2005 - 04.2011

PGDC - International

STG International

B.Sc. - Chemistry

Canara College
VINAY K