Guntuboyina Bhargav
Customer Success Manager
Visakhapatnam
Summary
Dynamic Customer Success Manager with a proven track record at Revidd, excelling in customer retention and relationship building. Skilled in strategic planning and cross-functional coordination, I drive product improvements and enhance customer experiences, resulting in increased satisfaction and upsell opportunities. Passionate about delivering exceptional service and fostering team success.
Overview
16
16
years of professional experience
4014
4014
years of post-secondary education
3
3
Languages
Work History
Customer Success Manager
Revidd
08.2022 - Current
- To ensure customer satisfaction and retention
- Working closely with a customer base of over 30 spread globally to understand their needs and challenges, provide them with support and guidance, and build strong relationships
- Act as voice of the customer within the company, providing feedback to product team to help improve the product and also Identifying upsell and cross-sell opportunities to increase revenue
- Resolved customer issues quickly and effectively while maintaining a high degree of customer satisfaction
- Assist the Product team in overseeing the development and execution of the product roadmap
- Working closely with cross-functional teams, including engineering, design, marketing, and sales, to ensure that the product is meeting customer needs and achieving business goals
- Monitored customer usage data, health indicators and growth opportunities, translating into strategies for success
- Developed customer success plans and strategies to maximize customer value and success
- Monitored customer success metrics such as renewal rate, churn rate, and lifetime value to measure effectiveness of services provided
- Coordinated with other departments to ensure timely resolution of customer requests and complaints
- Analyzed customer feedback to identify areas for improvement and develop strategies for enhancing customer experience
Team Leader
Encore India
09.2019 - 08.2022
- Handling US Insurance agency policy servicing and quoting requests and making sure the work is delivered per the clients expectations by effectovely managing a team of 12 associates
- Ensuring the team performs at optimal levels and managing any offsets
- Educated staff on organizational mission and goals to help employees achieve success
- Delegated tasks to team members according to project requirements and employee strengths
- Assisted in the recruitment and onboarding of new team members
- Facilitated regular meetings with the team to discuss progress towards goals and identify areas for improvement
Process Associate
Envoy Mortgage
03.2019 - 09.2019
- Insurance end to end support for US mortgage
- Reviewed loan files for completeness, identified missing documentation, and generated condition lists for applicants
- Advised loan officers to comply with loan guidelines and apply best practices
- Assisted loan officers with origination and closing processes to fast track procedures and promote teamwork
- Reviewed and validated details of loan applications and closing documentation
Development Officer
LIC OF INDIA
06.2013 - 03.2019
- Recruitment and training of insurance advisors
- Managing the needs of the team and driving towards achieving business goals
Customer Service Executive
HSBC Electronic Data
03.2009 - 06.2010
- Dealing with US inbound calls handling customer queries along with cross selling of company products
- Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems
- Handled difficult customer situations with professionalism and composure while maintaining a positive attitude
Education
B.Tech/B.E. -
Jawaharlal Nehru Technological
04.2001 - 05.2008
Board of Intermediate Education ( XII) -
Vikas Junior College
Borad of Secondary Education (X) -
Kotak Salesian School
Skills
Customer Service Excellence
Customer account management
Customer Onboarding
Product Management
International Voice Process & International BPO
Team Handling ,Training and mentoring
US Mortgage & Insurance
Customer relationship building
International Voice Process
Effective communication & Problem Solving
Account Management
Strategic planning & Cross-functional coordination
Customer retention, needs assessment
Youtrack ,Zendesk ,JIRATicketing
Timeline
Customer Success Manager
Revidd
08.2022 - Current
Team Leader
Encore India
09.2019 - 08.2022
Process Associate
Envoy Mortgage
03.2019 - 09.2019
Development Officer
LIC OF INDIA
06.2013 - 03.2019
Customer Service Executive
HSBC Electronic Data
03.2009 - 06.2010
B.Tech/B.E. -
Jawaharlal Nehru Technological
04.2001 - 05.2008
Board of Intermediate Education ( XII) -
Vikas Junior College
Borad of Secondary Education (X) -
Kotak Salesian School