Harshada Naidu
Client Success Specialist
Navi Mumbai,Navi Mumbai
Summary
Results-driven professional with 5+ years in client servicing and operations. Expertise in enhancing client experiences, optimizing workflows, and elevating service quality. Demonstrated success in mentoring teams and leading process improvements while managing client relationships effectively. Committed to contributing to organizations focused on service excellence and client success.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Client Success Specialist
Tasks Expert
05.2025 - 02.2026
- Managed portfolio of 70 high-value client accounts as primary point of contact and advisor.
- Achieved 90% client retention through proactive communication and effective issue resolution.
- Drove 75% upsell success by identifying growth opportunities and recommending service upgrades.
- Conducted structured feedback sessions to enhance client satisfaction and improve services.
- Aligned service delivery with client business goals by understanding operational requirements.
- Ensured consistent performance quality of virtual assistants in accordance with SLAs.
- Designed and implemented customized solutions tailored to client needs.
- Collaborated with onboarding managers for smooth client transitions and successful account launches.
Business Support Specialist
OBOX HR Solutions
10.2024 - 03.2025
- Delivered seamless end-to-end client servicing for Italian citizenship cases, ensuring legal compliance, and efficient documentation workflows.
- Acted as the primary liaison for clients, proactively managing communications, resolving queries, and coordinating with consular and municipal authorities.
- Executed comprehensive document verification, apostille, translation, and legalization in accordance with Italian consulate and court standards.
- Adapted internal processes to reflect legal and regulatory updates, improving compliance, and enhancing the overall client experience.
- Mentored a team of seven during the pilot phase, developing SOPs and training materials to streamline onboarding and operational efficiency.
- Implemented structured onboarding workflows, reducing training time by 40%, and accelerating team readiness.
- Authored standardized SOPs that improved internal consistency, documentation accuracy, and cross-team collaboration.
- Trained new hires, significantly improving client handling accuracy, and reducing escalation rates.
Marketing Officer (Remote, Contractual)
Can-Future Education Consulting Pvt Ltd.
09.2023 - 09.2024
- Managed end-to-end admissions for 150+ South Asian students applying to Vancouver Premier College, ensuring complete documentation and timely follow-ups.
- Executed targeted outreach campaigns to promote academic programs, increasing enrollment from key South Asian markets.
- Provided personalized guidance to applicants, maintaining effective communication and timely updates throughout the admissions cycle.
- Utilized CRM tools to streamline communication workflows, reducing student follow-up delays by 25%.
- Improved documentation accuracy by 30% through clear process guidance and consistent applicant support.
- Assisted students in creating academic plans aligned with program requirements and institutional policies.
- Guided applicants through the Canadian study visa process, effectively explaining documentation requirements and procedural steps.
- Advised prospective students on Canadian academic pathways, contributing to improved conversion and enrollment rates.
Online Brand Protection Analyst
Corsearch
03.2022 - 06.2023
- Managed global client portfolios, providing timely and strategic updates on enforcement actions and IP risk mitigation initiatives.
- Resolved over 500 infringement cases, streamlining processes to reduce turnaround time by 20%.
- Collaborated closely with legal teams to align deliverables with overarching brand protection and enforcement strategies.
- Consistently met and exceeded SLA targets while building strong, trust-based relationships with international clients.
- Served as the primary point of contact, ensuring seamless communication and delivery across diverse client accounts.
- Coordinated with cross-functional teams to deliver tailored insights based on client-specific IP risk profiles.
- Maintained transparency through clear and consistent reporting on case progress, counterfeit seizures, and enforcement outcomes.
- Remained agile in response to evolving client needs and market trends, upholding service excellence and client satisfaction.
Email Advisor
Reliance SMSL
01.2021 - 09.2021
- Maintained over 90% customer satisfaction by delivering prompt and effective issue resolution.
- Supported backend coordination efforts to streamline complex service requests and reduce resolution time.
- Provided high-quality customer service by efficiently addressing inquiries and resolving concerns with professionalism.
- Demonstrated agility and a positive attitude in responding to rapidly changing processes and customer needs.
- Proactively anticipated team and client requirements, enhancing overall productivity and service delivery.
Associate Producer
DStudio Productions
10.2018 - 11.2020
- Managed 20+ reality show shoots, ensuring adherence to production schedules, resource availability, and on-set readiness.
- Coordinated across departments to streamline shoot-day operations, and maintain workflow efficiency.
- Promoted within six months in recognition of reliability, initiative, and effective cross-functional collaboration.
- Assisted with equipment setup and breakdown, ensuring the smooth execution of daily shoot activities.
- Supported pre-production planning, including script breakdowns, shoot scheduling, and logistical arrangements.
- Maintained and organized critical production documents, such as call sheets, production reports, and shooting schedules.
- Oversaw inventory management and readiness of production gear, ensuring that equipment was available and functional.
- Liaised with key departments—camera, sound, lighting, art, and wardrobe—to ensure seamless on-set operations.
- Performed essential administrative duties and on-ground support tasks, contributing to overall shoot success.
- Gained practical exposure to industry-standard workflows and fast-paced production environments.
- Acted as a communication bridge between the cast, crew, and production office to ensure clarity and coordination.
Education
Bachelor of Arts - Advertising
SIES College
Nerul, Navi Mumbai01.2018
HSC - Commerce
Tilak Junior College
Nerul, Navi Mumbai01.2015
SSC - Commerce
Ryan International School
Nerul, Navi Mumbai01.2013
Skills
- Client Relationship & Account Management
- Upselling, Cross-Selling & Renewals
- Client Retention & Churn Management
- Service Delivery & Process Optimization
- Cross-Functional Coordination (Sales, Onboarding, Operations)
- Team Leadership, Training & SLA Management
- Reporting, Analytics & Account Health Tracking
- CRM Tools: Zoho, HubSpot, Freshdesk, Genesys, ZERO
Affiliations
- Participated in the Guinness World Record for the largest Bharatanatyam performance in 2017
- The final year advertising project was selected by the faculty as a model presentation for upcoming student batches at SIES College
- Winner of multiple inter-college dance championships across Mumbai, represented SIES College in university-level competitions
- Volunteered in the Art Team for SIES College's departmental fest, contributed to stage design, decor, and creative visual execution
- Mentored a seven-member team during a process pilot at OBOX HR, and received internal recognition from senior leadership
- Employee of the Month – Corsearch for exceeding client service benchmarks
- Appreciated by management for maintaining a professional and empathetic tone in all written customer interactions
Accomplishments
- Achieved 90% client retention across high-value accounts
- Delivered 75% upsell conversion through strategic account expansion
- Onboarded and trained a seven-member team during OBOX HR's pilot phase, and authored SOPs that improved task clarity and reduced errors
- Managed 150+ student admissions and consultations at Can-Future, enhancing enrollment conversion through proactive CRM strategies
- Delivered compliant, client-centric support for Italian citizenship cases at OBOX HR, ensuring high service standards
- Promoted within six months at DStudio Productions due to exemplary coordination and operational reliability
Certification
- Building Resilience, LinkedIn Learning, 2022
- SharePoint Essentials, LinkedIn Learning, 2022
- Giving and Receiving Feedback, LinkedIn Learning, 2022
- Writing Formal Business Letters and Emails, LinkedIn Learning, 2022
- Advance Grammar, LinkedIn Learning, 2022
- Functional Training, Reliance Jio, 2024
- Project Management, Learntube AI, 2025
- Social Media Management, Learntube AI, 2025
Timeline
Client Success Specialist
Tasks Expert
05.2025 - 02.2026
Business Support Specialist
OBOX HR Solutions
10.2024 - 03.2025
Marketing Officer (Remote, Contractual)
Can-Future Education Consulting Pvt Ltd.
09.2023 - 09.2024
Online Brand Protection Analyst
Corsearch
03.2022 - 06.2023
Email Advisor
Reliance SMSL
01.2021 - 09.2021
Associate Producer
DStudio Productions
10.2018 - 11.2020
HSC - Commerce
Tilak Junior College
SSC - Commerce
Ryan International School
Bachelor of Arts - Advertising
SIES College