KIRTI GUPTA
Customer Success Manager
Gurugram
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
4
4
years of professional experience
1
1
Language
Work History
Customer Success Manager
Dressfolk
09.2025 - Current
- Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Created customer support strategies to increase customer retention.
- Utilized customer feedback to inform changes and improvements to customer success plans.
- Coordinated with operations and production to check the product availability, provide prompt support, and address client needs efficiently.
- Drove a 15% increase in sales by converting abandoned carts through strategic customer outreach, persuasive communication, and customized discount offerings.
Associate
The Man Company
06.2024 - 09.2025
- Managed customer inquiries through phone, email, chat, and social media to ensure exceptional service delivery.
- Resolved customer complaints within agreed service level agreements (SLAs), maintaining a high resolution rate of 95%.
- Diagnosed and troubleshot technical issues, consistently providing quick and efficient solutions, with an average resolution time of 15 minutes.
- Monitored key performance indicators (KPIs), including resolution time, customer satisfaction scores, and first-contact resolution rates, ensuring a 15% improvement in overall KPI performance.
- Ensured compliance of all customer interactions with company policies, procedures, and standards, maintaining a high standard of service delivery.
Customer Success Executive
Bribook
03.2023 - 06.2024
- 1. Updated records promptly and accurately, in accordance with assigned tasks.
- 2. Assisted customers in setting up and navigating programs or software, ensuring a smooth user experience.
- 3. Reviewed customer complaints and concerns to enhance the overall customer experience.
- 4. Resolved all escalations and technical issues, ensuring a seamless customer experience and satisfaction.
- 5. Collaborated with clients to address their issues and guarantee satisfaction throughout their active account tenure.
- 6. Fostered strong relationships between customers and the support team to drive customer retention and loyalty.
Branch Acquisition Manager
IndusInd Bank
11.2021 - 03.2023
- 1. Maintain positive business relationships with channel partners and the bank's back office team.
- 2. Conduct activities across corporate settings, malls, etc. To generate new leads for the company's products and services.
- 3. Ensure the timely completion of applications and relevant documents sourced by promptly coordinating with channel partners and customers.
- 4. Expedite the resolution of the problems or complaints to maximize customer and channel partner satisfaction.
Education
MBA/PGDM - Finance
Symbiosis Centre For Distance Learning (SCDL)
Pune, India01-2020
B.Com - Commerce
RDS college
Rewari01-2018
12th - English
CBSE
Bhiwadi, India01-2015
10th - English
CBSE
Bhiwadi, India01-2013
Skills
Analytical problem-solving
Problem-solving expertise
Strong verbal communication
Effective team management
Client retention initiatives
Client engagement
Revenue enhancement strategies
Timeline
Customer Success Manager
Dressfolk
09.2025 - Current
Associate
The Man Company
06.2024 - 09.2025
Customer Success Executive
Bribook
03.2023 - 06.2024
Branch Acquisition Manager
IndusInd Bank
11.2021 - 03.2023
B.Com - Commerce
RDS college
MBA/PGDM - Finance
Symbiosis Centre For Distance Learning (SCDL)
12th - English
CBSE
10th - English
CBSE