Zoho
Kislay Patel
Customer Success
Varanasi
Summary
Dynamic and ambitious Customer Success Executive with a demonstrated history of surpassing customer expectations and fueling business expansion. Proficient in cultivating robust relationships, adept at swiftly resolving challenges, and implementing innovative strategies to enhance customer satisfaction. Pursuing a challenging position to leverage my skills and drive success in achieving organizational objectives.
Overview
8
8
years of professional experience
Work History
Customer Success Executive
BeatRoute Innovation Pvt Ltd
10.2018 - 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(CSAT).
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients (Upsell)(Cross sell).
- Nurtured long-term partnerships by maintaining open lines of communication and providing consistent support(Retention).
- Established strong relationships with key customers, resulting in increased customer loyalty(Reducing Churn).
- Coordinated with internal teams to provide prompt support and address client needs efficiently.
- Enhanced customer satisfaction by proactively addressing concerns and providing tailored solutions.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Streamlined customer onboarding process for accelerated product adoption and increased retention rates.
- Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
Operations Executive
Eeziklik India Pvt. Ltd
07.2016 - 05.2018
- Spearheaded end-to-end marketing and catalog development for leading FMCG manufacturers
- Extracted approximately 3300 products from the web using web scrapper tool
- Developed catalogs for various FMCG products
- Designed and tested IT applications, including wireframe testing based on backlog requirements
- Managed supplier portal for order extraction
- Oversaw order processing, order management, and inventory management
- Sent daily orders to vendors and ensured on-time dispatches and inward shipments
- Conducted regular stock taking and reconciliation
- Established formal relationships with Best Price (Walmart), ITC distributor, and local wholesalers in Noida
- Produced comprehensive user manuals in Word documents for application
- Managed Excel sheet for nearly 4000 products and ensured accurate product uploads in software
- Onboarded 1300 retailers, with 40% becoming regular ordering retailers, generating orders worth 1200,000 INR weekly
- Managed orders, sent orders to clients, and resolved logistics issues during deliveries
- Provided comprehensive solutions to retailers.
Education
Master of Science - Computer And Information Sciences
Galgotias University
Greater Noida, India 04.2001 -
Skills
Customer Relations
Team Player
Team Leadership
Administrative Skills
Workflow Planning
Customer Retention
Risk Management
Project Management
Growth planning
Training and Development
Revenue Generation
Cost Reductions
Personal Information
Nationality: Indian
Awards
- Covid Warrior, BeatRoute, WE WOULD LIKE TO APPRECIATE YOU FOR THE AMAZING WORK THAT YOU DID IN THE PAST MONTHS DURING THE LOCKDOWN. YOUR DETERMINATION AND HARD WORK TO PROVIDE THE BEST SUPPORT TO OUR CUSTOMERS HAVE PAID OFF WELL, AND WE FEEL TRULY GRATEFUL TO HAVE YOU AS OUR EMPLOYEE. THE ENTIRE SUPPORT TEAM ACKNOWLEDGES AND APPRECIATES YOUR EFFORTS.
- Person of the Quarter, BeatRoute, Kislay, you have inspired us with the dedication that you put into your tasks. You are an excellent team player who is always available to the support team. You truly deserve this appreciation from team BeatRoute. Congratulations on this journey and we Wish you lots of success at BeatRoute.
Software
SAP ABAP
Power BI
Microsoft Office
Jira
HubSpot
Tally
Timeline
Customer Success Executive
BeatRoute Innovation Pvt Ltd
10.2018 - Current
Operations Executive
Eeziklik India Pvt. Ltd
07.2016 - 05.2018
Master of Science - Computer And Information Sciences
Galgotias University
04.2001 -