Gurlen Serah
Delhi
Summary
Results-driven Client Success Specialist with expertise in client collaboration and data analysis. Proven ability to enhance customer satisfaction through effective problem-solving and communication.
Overview
15
15
years of professional experience
Work History
Client Success Specialist
Phreesia India Pvt Ltd
Pune
05.2021 - Current
- Collaborated with clients to address concerns and improve satisfaction levels.
- Coordinated with cross-functional teams to resolve client issues quickly.
- Conducted regular check-in meetings with clients to ensure satisfaction and identify areas for improvement.
- Resolved customer escalations by engaging directly with clients to achieve timely resolutions.
- Coordinated with technical support teams to resolve customer issues in a timely manner.
- Identified opportunities for enhancing customer experience through product updates and new features.
- Analyzed client usage data to identify trends and inform strategies.
- Developed user guides and resources for client reference.
- Maintained accurate records of all interactions with customers in CRM system.
- Trained and mentored new team members to promote productivity, accuracy, and friendly customer service.
Market Research Analyst
Resbird Technologies Pvt Ltd
Delhi
01.2018 - 05.2021
- Conducted market analysis to identify trends and consumer preferences, guiding product development.
- Collaborated with cross-functional teams to develop research methodologies.
- Prepared comprehensive reports on research findings and recommendations, influencing strategic decisions.
- Presented findings to stakeholders to inform strategic business decisions.
- Monitored competitor activities and market conditions, providing actionable insights for strategic planning.
- Compiled and delivered real-time reports analyzing current market conditions to stakeholders.
- Maintained a database of relevant industry information including competitor profiles, pricing structures.
- Managed multiple concurrent projects while meeting tight deadlines.
- Analyzed user requirements and developed test plans, cases and scripts for UAT testing.
Personal Banker Officer
HDFC Bank Ltd
Delhi
07.2015 - 08.2016
- Educated clients on banking products and services, enhancing their financial literacy and decision-making.
- Assisted customers with account openings and inquiries.
- Resolved customer complaints by delivering effective solutions, ensuring customer satisfaction and loyalty.
- Cultivated strong relationships with existing customers through dedicated service and personalized support.
- Reconciled discrepancies between bank statements and internal records.
Project Coordinator
Proton Infratel Pvt. Ltd
Delhi
01.2011 - 02.2015
- Developed and implemented project plans, established timelines, tracked progress and ensured deadlines were met.
- Coordinated project schedules and timelines for infrastructure development at Proton Infratel, ensuring timely project delivery.
- Facilitated communication between project teams and stakeholders, enhancing project alignment and collaboration.
- Coordinated with internal departments as well as external vendors to ensure successful completion of tasks.
- Collaborated with vendors and contractors for smooth execution of project tasks.
- Supported risk assessment processes by identifying potential issues in projects.
- Generated weekly, monthly, quarterly reports to track key performance indicators and inform project decisions.
- Contributed ideas towards process improvements that would increase efficiency or productivity levels.
Education
MBA - Finance
Institute of Management And Technology
Ghaziabad, UP05-2020
Bachelor of Technology - Biotechnology
SUSCET
Punjab Technical University05-2010
Skills
- Client relationship management
- Customer success strategies
- Data analysis
- Documentation development
- CRM management
- Market analysis
Timeline
Client Success Specialist
Phreesia India Pvt Ltd
05.2021 - Current
Market Research Analyst
Resbird Technologies Pvt Ltd
01.2018 - 05.2021
Personal Banker Officer
HDFC Bank Ltd
07.2015 - 08.2016
Project Coordinator
Proton Infratel Pvt. Ltd
01.2011 - 02.2015
MBA - Finance
Institute of Management And Technology
Bachelor of Technology - Biotechnology
SUSCET