Gracia Samuel
Manager, Customer Success
Summary
Experienced Customer Success Manager blending teaching expertise with operational finesse. Passionate about building lasting relationships and driving customer satisfaction. Skilled in crafting tailored solutions, collaborating across teams, and ensuring seamless experiences. Dedicated to delivering excellence at every touchpoint.
Overview
1
1
year of professional experience
Work History
Manager, School Success
Toddle
04.2023 - Current
- Oversee end-to-end customer lifecycle, including onboarding, training, and relationship management, to ensure seamless integration and ongoing satisfaction with Toddle.
- Develop and execute personalized training programs tailored to each customer's needs, enhancing product adoption and proficiency.
- Proactively manage Net Revenue Retention (NRR) and mitigate churn through strategic account management and risk assessment.
- Serve as the primary point of contact for customers, fostering strong relationships and addressing inquiries and concerns promptly and effectively.
- Collaborate cross-functionally with product, sales, and support teams to advocate for customer needs and drive continuous improvement.
- Prepare and deliver comprehensive reports to stakeholders, providing insights into customer trends, performance metrics, and areas for improvement.
- Work closely with multiple teams to ensure prompt resolution of customer issues and enhance overall customer experience.
Advanced Tax Analyst
EY GDS
- Handled close to 200 top clients across multiple regions and worked closely with the Global Tax Team
- Managed a team of 8 associates - reviewed and managed their work
- Conducted regular training sessions on various technical processes and soft skills on request of supervisor
- Global Coordination: Effectively handled critical global accounts for 50+ engagements
- Led monthly calls with Global Clients while ensuring the quality of the process and that KPI is met
- White Belt Certification (August 2016) for bringing process improvements
- Awarded Extra Miler at EY (Spot Award) - Thrice
- May 2015: For effectively monitoring the team (in the absence of Senior) and handling tasks as a fresher to the company
- August 2015: Successfully handling the transition of a new client which we won from competitor
- December 2016: Assisting an engagement with GCO work during high volumes
- April 2019: Successfully handling the tax season as Canada e-filing champ (100% quality).
Senior Associate
Amazon Development Centre
- Part of the SPARK team (Selection, Pricing, Analytics, Reporting to Kindle)
- Involved in deciding on the cost-effective price of best-selling products
- Handled a team of 7 associates
- Created training manual for a newly set-up team, trained new associates and reviewed their work at periodic intervals
- Competitive Analysis and Market Research with regards to Alexa and ensuring the device is in par with similar devices in the market
- Awarded certificate for being Top Performer (Spark Typhoon) at Amazon in monthly R&R for August 2017
- Automated Flash Report which saved 6 hours per month
- Elimination of extra step in audit process which saved 3.5 hours on a weekly basis (Just-Do-It)
- Introduced new audit which helped in identifying areas of growth with regards to the Alexa app.
Senior IELTS Trainer
IELTS Material
- Conducted IELTS individual/group training to learners on all four modules and help them achieve their target band by focusing on their areas of improvement
- Targeted and blended learning techniques were incorporated by me to help students achieve their score
- Provided assignments, regular assessments and also conduct regular feedback sessions for the students
- Presented with a certification of achievement for my teaching (within a month of joining) and it was also featured on the LinkedIn page of the organization: https://www.linkedin.com/posts/ieltsmaterial_ieltsmaterialteammanagement-best4-activity-6836262704798318592-RrQb
- Promoted to Senior IELTS Trainer within four months and assisted with new- trainer orientations, creation of process and training documents
- Monitored, assessed and provided feedback on trainer performance/communication and conducted knowledge transfer sessions based on the results.
Online English Tutor
Planet Spark
- Created lesson plans and conducted Grammar, Public Speaking and Creative Writing sessions for 5-15 year olds
- I was presented the "Employment of Best Tech Tools" award in February 2021 - 2022
- A short interview on my teaching methods was featured on the company's LinkedIn page under the "Meet the Expert" article (https://www.linkedin.com/posts/planet- spark_teaching-learningdevelopment-activity-6790533472126590976-H-H-)
- The company is currently using recordings of my demo classes to train the new teachers
- I focus on understanding the learning needs of the student and work on those aspects during the lesson delivery
- I believe in "Task Based Learning" where students learn by doing various activities.
Education
International Advanced Diploma in TESOL/TEFL: Young Learners & Business English-Teacher Training -
Asian College of Teachers
Post Graduate Diploma in Business Administration: Finance - undefined
Symbiosis Institute For Distance Learning
B. Com: Finance - undefined
Stella Maris College - Chennai
Higher Secondary: Commerce & Accountancy - undefined
Holy Angels' Anglo Indian Higher Secondary School - Chennai (Rank Holder with 97%)
DELF A1 - undefined
Alliance Française
Skills
Proficient with MS Office Applications
undefinedTimeline
Manager, School Success
Toddle
04.2023 - Current
Advanced Tax Analyst
EY GDS
Senior Associate
Amazon Development Centre
Senior IELTS Trainer
IELTS Material
Online English Tutor
Planet Spark
International Advanced Diploma in TESOL/TEFL: Young Learners & Business English-Teacher Training -
Asian College of Teachers
Post Graduate Diploma in Business Administration: Finance - undefined
Symbiosis Institute For Distance Learning
B. Com: Finance - undefined
Stella Maris College - Chennai
Higher Secondary: Commerce & Accountancy - undefined
Holy Angels' Anglo Indian Higher Secondary School - Chennai (Rank Holder with 97%)
DELF A1 - undefined
Alliance Française
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