HUDSON MANUEL
Mumbai
Summary
Senior customer experience specialist with 7+ years in relationship management and customer experience. Successfully managed high to mid-market accounts from the US. Expertise in resolving complex queries, mentoring teams, and enhancing client satisfaction through proactive problem-solving.
Overview
7
7
years of professional experience
Work History
Sr. Customer Experience Specialist
Sterling (A First Advantage Company)
02.2020 - Current
- Served as primary contact for strategic U.S. Mid-Market Healthcare accounts, addressing daily background check inquiries and ensuring high service quality.
- Facilitate time-critical projects and tasks through seamless coordination with internal departments to meet rigorous client SLAs.
- Mentored and trained new associates on account management best practices and client communication strategies to enhance team effectiveness.
- Advanced from researcher in QC team, criminal department to senior specialist in client success team, reflecting operational expertise and professional growth.
Management Trainee - Marketing
Adhiraj Constructions Pvt Ltd
10.2018 - 01.2020
- Managed client relations for leading real estate developer, resolving concerns for existing and new customers through proactive collaboration across functions.
- Utilized "Far Vision" ERP system to monitor marketing campaigns and analyze data.
- Facilitated marketing campaigns to enhance brand visibility and promote products.
Education
MBA -
SIES College of Management Studies
01-2018
B.M.S -
New Horizon College of Commerce
01-2015
HSC -
Vani Vidyalaya Jr. College
01-2012
SSC -
St. Xavier's High School
01-2010
Skills
- Strategic Account Management
- Client Relationship Retention
- Mentorship & Team Training
- Background Screening Compliance
- ERP Proficiency (Far Vision)
- Salesforce
- Client management
- Service quality assurance
- Customer relationship management
- Stakeholder engagement
- Problem solving
Certifications And Skills
MS-CIT (2012), Tally ERP9 (2016), English, Hindi, Tamil, Marathi
Internship Projects
Across and Beyond, Summer Intern, 2 Months, Conducted data analysis and market research for the real estate sector, focusing on enhancing data quality for client-facing portals.
Timeline
Sr. Customer Experience Specialist
Sterling (A First Advantage Company)
02.2020 - Current
Management Trainee - Marketing
Adhiraj Constructions Pvt Ltd
10.2018 - 01.2020
MBA -
SIES College of Management Studies
B.M.S -
New Horizon College of Commerce
HSC -
Vani Vidyalaya Jr. College
SSC -
St. Xavier's High School