Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Karl Hallis

Karl Hallis

Pune

Summary

Enthusiastic and dedicated professional with over 20 years of experience in customer service, account management, and customer success within the BPO and SaaS industries. Proven track record in leading teams, managing projects, and driving customer satisfaction. Exceptional at developing and motivating others to achieve targets and deliver high-quality results. Adept at utilizing CRM software to streamline operations, analyze data, and improve customer retention. Highly organized and dependable, with a logical approach to challenges and a consistent ability to perform effectively in high-pressure environments. Committed to continuous improvement and delivering value to both clients and the organization

Overview

20
20
years of professional experience

Work History

Business Development Executive

QuestionPro Ltd
Pune
10.2022 - Current
  • Establish and maintain strong client relationships, serving as the primary point of contact.
  • Address and resolve client issues promptly, escalating to relevant teams when necessary.
  • Develop and implement customer success plans, ensuring clients achieve desired outcomes with the survey tool.
  • Lead client onboarding and training, providing personalized sessions and educational resources.
  • Assist clients in survey design and implementation, offering technical support and best practices.
  • Manage a portfolio of client accounts, identifying upsell and cross-sell opportunities.
  • Collect and analyze client feedback, working with product teams to suggest enhancements.
  • Utilize data analytics for monitoring client performance and survey results, providing actionable insights.
  • Collaborate with internal teams to ensure cohesive client success strategies.
  • Track and report on KPIs related to client success and account management.
  • Set and achieve targets for client retention, satisfaction, and growth.

Customer Relations Advisor

Tech Mahindra Business Services Ltd
Pune
06.2015 - 08.2022
  • Responded to customer retention calls, resolving issues and motivating continued service use.
  • Utilized negotiation skills to offer upgraded services, providing quality customer experiences.
  • Handled inbound retention calls, converting downgrade requests into sales opportunities.
  • Achieved monthly performance metrics and maintained high call quality standards.
  • Educated customers on product features and service offerings, ensuring accurate information.
  • Researched competitive pricing to provide informed recommendations to customers.
  • Managed customer databases for account information updates and service orders.
  • Provided outstanding customer service, troubleshooting and resolving technical problems.
  • Mentored new employees and managed teams, facilitating complaint resolution and compliance.

Senior Customer Service Associate

Vodafone Shared Services Limited
Pune
02.2012 - 06.2014
  • Managed customer complaints via online web chat, facilitating resolutions and follow-ups.
  • Participated in training programs and compliance with complaint handling procedures.
  • Provided feedback and reports to relevant departments, ensuring quality and methodology.
  • Conducted team meetings, data tracking, and daily monitoring for process improvements.
  • Designed contests to achieve team targets, creating content based on process changes.

Lead Customer Service Associate

WNS, Aviva Insurance
Pune
10.2004 - 12.2011
  • Managed customer accounts, overseeing installation, disconnect, and transfer orders.
  • Demonstrated communication skills with managers, peers, and advisors.
  • Conducted one-on-one sessions, mentoring team members, and managing attendance.
  • Participated in process split and merge operations, conducting training and data analysis.
  • Achieved recovery targets, winning awards for outstanding performance.

Education

HSC -

Bhartiya Shiksha Parishad
Mumbai

SSC -

ParishadQuestionPParishadaBhShikshaShiksha Parishad
Mumbai

Skills

  • CRM software proficiency : Salesforce: Proficient in managing customer relationships, sales pipelines, and automating marketing campaigns Experienced in creating reports and dashboards, customizing workflows, and integrating third-party applications
  • HubSpot: Skilled in using HubSpot for lead generation, email marketing, and customer segmentation Proficient in setting up automation workflows, tracking customer interactions, and analyzing performance metrics
  • Lead Generation: Prospecting, cold calling, email marketing, CRM management, lead nurturing, data mining, social media engagement, market research, and sales funnel management
  • Customer Success Management: Client relationship management, customer success strategies, onboarding and training, survey design and implementation, upselling and cross-selling, performance tracking
  • Technical Proficiency: Installation and troubleshooting under Windows OS, MS Office 2003-2007, CRM software (Salesforce, HubSpot), survey tools (Qualtrics, SurveyMonkey), data analysis tools (Tableau, Google Analytics), project management tools (Asana, Trello)
  • Soft Skills: Effective communication, problem-solving, team collaboration, proactive and logical approach, leadership and mentoring

Languages

English
First Language

Timeline

Business Development Executive

QuestionPro Ltd
10.2022 - Current

Customer Relations Advisor

Tech Mahindra Business Services Ltd
06.2015 - 08.2022

Senior Customer Service Associate

Vodafone Shared Services Limited
02.2012 - 06.2014

Lead Customer Service Associate

WNS, Aviva Insurance
10.2004 - 12.2011

HSC -

Bhartiya Shiksha Parishad

SSC -

ParishadQuestionPParishadaBhShikshaShiksha Parishad

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Karl Hallis