FARAH SUGARWALA
Summary
Dynamic and results-driven Customer Success Specialist with over 7 years of experience in technical support, client relationship management, and digital solutions. Proven expertise in driving customer satisfaction, retention, and growth through data-driven insights and innovative problem-solving. Adept at collaborating with cross-functional teams to provide exceptional customer experiences and ensure long-term success. Skilled in WordPress, eCommerce, and digital marketing with a passion for helping customers thrive. Successful marketing leader with proven accomplishments in driving growth and increasing profits. Articulate and driven leader with high energy and engaging personality. Hardworking team builder motivational in maximizing personnel performance and surpassing business objectives. Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
7
7
years of professional experience
3
3
Certification
Work History
Senior Brand Manager
Skovian Ventures
Pune
02.2023 - Current
- Led a team of junior brand managers, enhancing work quality by 50% and reducing errors by 40%.
- Served as the primary point of contact for key accounts, aligning strategies with business objectives.
- Developed comprehensive onboarding strategies, driving a 25% increase in revenue and brand visibility.
- Collaborated cross-functionally to resolve client issues, ensuring timely resolution and satisfaction.
- Implemented performance marketing campaigns across multiple channels, achieving a ROAS of 3.00.
Senior Client Engagement Executive
Velocita Brand Consultants
Pune
03.2022 - 01.2023
- Managed 10+ key client relationships, increasing client satisfaction by 25%.
- Conducted client check-ins and gathered feedback to enhance customer experience.
- Identified upselling and cross-selling opportunities, contributing to a 15% increase in account growth.
Key Account Manager
Smartfish Designs Pvt. Ltd
Ahmedabad
01.2020 - 01.2022
- Increased client retention by 30% through strategic account planning and execution.
- Achieved a 95% client satisfaction rate by streamlining onboarding processes.
- Provided data-driven insights for service optimization and performance reviews.
Client Service Executive
Kanvas Designs Pvt. Ltd
Rajkot
08.2017 - 07.2019
- Enhanced client satisfaction by 35% through timely communication and exceptional service.
- Coordinated with internal teams to ensure seamless project execution and delivery.
Education
Bachelor's Degree - Biochemistry
Saurashtra University
07.2010
Skills
- Technical Support & Troubleshooting
- Customer Success & Retention
- WordPress & eCommerce Expertise
- Cross-Functional Collaboration
- Data Analysis & Insights
- Account Management & Engagement
- Problem-Solving & Issue Resolution
- Digital Marketing Strategies
- Excellent Communication Skills
- Leadership
- Time Management
- Conflict Resolution
- Collaborative
- Active Listening
- Critical Thinking
- Problem-Solving
- Team Player
- Detail Oriented
- Presentation Skills
Accomplishments
- Website Performance Enhancement: Improved website load time by 40% through technical optimizations, enhancing user experience and reducing bounce rates.
- E-commerce Conversion Boost: Collaborated on optimizing product pages and checkout processes, resulting in a 20% increase in online sales.
- 45% Increase in User Acquisition: Spearheaded digital marketing initiatives for a real estate project.
- ROAS Improvement: Achieved a 1.25 ROAS within the first month for a UAE-based education brand.
- Conversion Rate Optimization: Lifted conversion rates by 18% for a UAE-based interior design brand.
Certification
- Advanced Certificate in Digital Branding & Advertising – MICA | Upgrad
- Google Search Ads Certification – Google
- SEO Advanced Certification – HubSpot
- Foundations of Project Management – Google
- Microsoft Excel & Power BI – Microsoft
Interests
- Music: Classical singer who brings joy through soulful performances.
- Travel: Adventurous spirit exploring diverse cultures and landscapes.
- Community Service: Dedicated NCC cadet focused on leadership and civic responsibility.
Languages
- English, Hindi, Gujarati
References
Abhishek Bheem| Performance Marketing| Lead abhishekvb28@gmail.com
Ekta Gupta| Junior Brand Manager| Ektagupta2023@gmail.com
Timeline
Senior Brand Manager
Skovian Ventures
02.2023 - Current
Senior Client Engagement Executive
Velocita Brand Consultants
03.2022 - 01.2023
Key Account Manager
Smartfish Designs Pvt. Ltd
01.2020 - 01.2022
Client Service Executive
Kanvas Designs Pvt. Ltd
08.2017 - 07.2019
Bachelor's Degree - Biochemistry
Saurashtra University
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