MS OFFICE
HEISNAM ALBERT SINGH
Client Success - Assistant Manager
New Delhi
Summary
Result-driven client service professional with 6+ years of experience committed to successfully implementing core customer care standards to maximize client retention and interactions with the primary focus of effective & efficient project management and issue resolution.
Overview
6
6
years of professional experience
2
2
years of post-secondary education
3
3
Certifications
4
4
Languages
Work History
Assistant Manager
Brandmuscle
Noida
01.2022 - Current
- Worked to please client and achieve 100% client satisfaction.
- Identified client needs and suggested appropriate services to enhance client experience.
- Provided problem recognition, research, isolation, and resolution steps.
- Quality assurance including functional and creative projects and site upgrade testing.
- Implemented operational changes requested by client through coordination with internal teams and in some instances implementing site changes using client admin tools.
- Assisted support desk with escalated case.
- Mentored and trained new Client Success team members.
- Developed organizational structure to outline and direct rules, roles and responsibilities.
- Mentored team members to enhance professional development and accountability in workplace.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Recognized staff for contributions to company success to foster engagement and increase productivity.
Dy Manager - Client support
Innovative Financial Advisors Pvt. Ltd
02.2019 - 01.2022
- Worked closely with Non-Profit organization as well as Corporate on CSR projects.
- Ensured smooth client onboarding process.
- Conferred with customers each day to maintain current. understanding of needs and preferences, resolve issues and promote brand loyalty.
- Ensuring that agreed-upon service standards are duly met.
- Assisting senior management with any special projects assigned and providing backup when necessary.
- Demonstrated positive and flexible approach to changing business priorities.
- Retain clients and maintain strong references and increase new revenue opportunities.
- Managed over 50 client calls per day.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Used coordination and planning skills to achieve results according to schedule.
- Maintained energy and enthusiasm in fast-paced environment
- Actively listened to customers' requests, confirming full understanding before addressing concerns
- Increased customer satisfaction by resolving issues
Sr Sales Associate
Comers Infotech Solutions Pvt Ltd
Noida, JK
11.2017 - 02.2019
- Achieved sales target regularly to enable sustained growth; produced and developed new leads; sold products and services by establishing contact and developing relationships with prospects; recommended solutions.
- Was promoted to Sr Sales Associate within short period of time.
Customer Service Associate
CONVERGYS
Gurgaon, HR
09.2015 - 02.2017
- Was responsible for handling all accounts related queries, comments, and complaints.
- Maintained low AHT month on month.
- Provided FCR overall.
- Continuously maintained healthy CSAT score.
- Ultimate goal was to provide positive customer experience and enhance relationships between consumers and businesses.
Education
MBA Shillong -
ICFAI University
Shillong, ML 06.2013 - 06.2015
Skills
Ability to Work Under Pressureundefined
Certification
Digital Marketing
Software
JIRA
Zendesk
Salesforce
Outlook
G-Suite
Hobbies
I love to strum my acoustic guitar in my leisure time.
Timeline
Assistant Manager
Brandmuscle
01.2022 - Current
Dy Manager - Client support
Innovative Financial Advisors Pvt. Ltd
02.2019 - 01.2022
Sr Sales Associate
Comers Infotech Solutions Pvt Ltd
11.2017 - 02.2019
Customer Service Associate
CONVERGYS
09.2015 - 02.2017
MBA Shillong -
ICFAI University
06.2013 - 06.2015
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