Gloria Dsouza
Client Relationship Manager & Business Developer
Mumbai
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
An organized and motivated individual, eager to utilize time management and organizational skills across diverse settings.
Overview
3
3
Languages
1
1
Certification
10
10
years of professional experience
Work History
Client Success Partner
Sterling
Mumbai
05.2023 - 07.2024
- Managed Portfolio of 25 B2B Accounts with an ACV of $50K+ each account and contributed in exceeding total ACV of $6M
- Implemented a customer feedback system that resulted in a 20% increase in customer satisfaction within the first 6 months.
- Developed and executed a comprehensive customer retention strategy, which led to a 15% decrease in customer churn rate.
- Managed daily operations of the business including budgeting, forecasting, financial analysis, staffing, and customer service.
- Prepared presentations outlining the company's services, products, and capabilities for prospective clients.
- Tracked performance metrics such as leads generated, conversions, ROI., on a regular basis.
Sr. Client Success Analyst
Rayden Interactive
Pune
05.2022 - 01.2023
- Handled 40+ accounts with ARR $25K per account and contributing ACV of $2M overall.
- Developed and implemented strategies to automate processes, enhancing operational efficiency and ACV generation.
- Provide a high level of responsiveness & communicated effectively with key business partners to execute projects, request & query related to different department.
- Reviewed reports on performance metrics inorder to make informed decisions regarding future initiative.
- Generated and analysed ACV data, ensuring accurate record-keeping and providing actionable insights for decision-makers.
Strategic Account Manager
EclinicalWorks
Mumbai
07.2016 - 05.2022
- Conducted regular meetings with Decision Makers Influencers to gather requirements to provide tailored solutions.
- Developed and implemented strategic account plans for key clients.
- Established strong relationships with key decision makers within client organizations.
- Developed marketing materials such as brochures, flyers, webinars, for assigned accounts.
- Analyzed customer data to identify areas of improvement in service delivery.
- Collaborated with cross-functional teams to develop innovative solutions for customers.
CSE Fraud Detection
Radius VBPO
Mumbai
12.2015 - 05.2016
- Provided guidance to customers on how to protect themselves from fraudulent activities associated with their cards.
- Responded promptly to inquiries from customers regarding suspicious charges on their accounts.
- Skimming activities of card holders and taking the next action (Removing the card from high risk status or moving it for investigation on unauthorized transaction)
CSC Associate || 1st Party Collection
FIS Global India Pvt Ltd
Mumbai
04.2014 - 04.2015
- Utilized skip tracing techniques including phone calls, internet searches and databases.
- Negotiated payment plans with customers to ensure timely repayment of debt.
Education
Bachelor of Arts - History, Economics & Political Science
William Carey University
MeghalayaHigh School Diploma -
St Andrews College
MumbaiSkills
Customer Onboarding
Customer Relationship Building
Performance Improvement
Escalation Management
Business Process Enhancement
Mentoring and Coaching
Data Analytical Skills
Customer Retention Strategies
Revenue Forecasting
Certification
ISO 31000
Tools
Microsoft Excel (Word, Office, PowerPoint)
Salesforce
Jira
Looker
DocuSign
Timeline
Client Success Partner
Sterling
05.2023 - 07.2024
Sr. Client Success Analyst
Rayden Interactive
05.2022 - 01.2023
ISO 31000
09-2020
Strategic Account Manager
EclinicalWorks
07.2016 - 05.2022
CSE Fraud Detection
Radius VBPO
12.2015 - 05.2016
CSC Associate || 1st Party Collection
FIS Global India Pvt Ltd
04.2014 - 04.2015
High School Diploma -
St Andrews College
Bachelor of Arts - History, Economics & Political Science
William Carey University