Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
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KOMAL JAWA

Gurgaon

Summary

Results-driven professional with over 12 years of extensive work experience, including 9 years of focused expertise in the Customer Success department. Accomplished and encouraging manager known for analytical problem-solving, adept team building, leadership, and motivation skills. Demonstrates exceptional customer relations aptitude and a talent for cultivating strong relationships. Proficient in leveraging independent decision-making skills and sound judgment to positively impact company success. Committed to applying comprehensive training, monitoring, and morale-building abilities to enhance employee engagement and boost overall team performance.

Overview

13
13
years of professional experience

Work History

Assistant Manager

MyOperator
08.2022 - Current
  • Achieved a substantial improvement in first call resolution, increasing it from 60% to 90%.
  • Significantly improved customer support efficiency by reducing the average first response time to 1.30 minutes from 10 minutes and resolution time to 5 minutes from 20 minutes for support tickets.
  • Attained a Net Promoter Score (NPS) exceeding +30 and a Customer Satisfaction (CSAT) score surpassing 85%, indicating a notable level of customer satisfaction and loyalty.
  • Examined and mitigated potential threats contributing to customer churn, successfully stabilizing the churn rate to approximately 20% on an annual basis.
  • Led a team of 4 Team Leads, boosted monthly revenue by Rs 20 lacs through successful cross-selling, up-selling, and leveraging customer references, surpassing 1 crore overall revenue.
  • Maintained a monthly escalation rate consistently below 1%, demonstrating effective management and resolution of customer issues.
  • Spearheaded the development and execution of customer success strategies, establishing targets and metrics for performance evaluation.
  • Proactively monitored and managed team performance, offering constructive feedback and conducting regular reviews.
  • Analyzed customer data to track progress and identify improvement areas Collaborated with sales, marketing, and product departments for strategic alignment.
  • Streamlined team's operational tasks for increased efficiency, implementing new processes and procedures.


Team Lead

MyOperator
07.2017 - 07.2022
  • Built and led team of 15 account managers, delivering tailored solutions
  • Managed 90% health score on customer happiness scale.
  • Led my team to consecutive achievements, earning recognition as the Best Team of the Month for 6 consecutive months of FY 2019-20.
  • Empowered team members, enhancing skills and confidence
  • Oversaw client onboarding, ensuring smooth implementation
  • Implemented process changes for improved efficiency
  • Conducted root cause analysis for service-related complaints
  • Developed KPIs, best practices, and knowledge base
  • Suggested solutions for process and system enhancements
  • Contributed to the development of a training module for new hires and successfully implemented it through a Learning Management System (LMS) for the company.
  • Exceeded renewal rate, upgrade, and revenue goals, demonstrating effective performance and strategic achievement.

Key Account Manager

MyOperator
09.2014 - 06.2017
  • Managed a dynamic portfolio of 250+ clients, consistently increasing collaboration on upselling and cross-selling opportunities.
  • Earned the title of the best Account Manager five times among a group of 20 account managers during my tenure in the role.
  • Maintained an impressive average client churn rate of 12% annually, surpassing the company's overall churn rate of 28% by Cultivating and nurturing robust relationships with clients.
  • Consistently upheld a Customer Satisfaction (CSAT) score above 90%, reflecting a high level of customer contentment and positive experiences.
  • Acted as the primary point of contact for customer inquiries and escalations, delivering prompt and effective solutions.
  • Oversaw customer onboarding processes, ensuring a seamless transition to successful product/service utilization.
  • Analyzed customer experience data to pinpoint areas for improvement in service delivery, customer satisfaction, and loyalty.
  • Monitored customer support tickets and issues, taking swift and appropriate action to ensure client satisfaction.
  • Collaborated closely with cross-functional teams, including sales and tech, to identify opportunities for up-sell and cross-sell based on customer needs and requirements.
  • Implementation of new processes and policies, contributing to continuous improvement in customer success initiatives.
  • Handled premium accounts Canon india, ICFAI University, Berger paints, OYO rooms, Vatika Business, Boat, Lenskart.



Assistant Branch Manager

Smart Prep
03.2013 - 08.2014

Student Advisor

Career Launcher
11.2011 - 03.2013

Assistant Manager

ICICI Bank
04.2011 - 08.2011

Education

PGDM - Marketing & HR

NIILM- CMS
Greater Noida
03.2011

Bachelor of Commerce -

Gorakhpur University
U.P.
04.2007

Skills

  • Customer Success
  • Client Servicing
  • Customer Retention
  • Data Analysis
  • Team Management
  • Competitive Analysis
  • Problem-solving abilities
  • Cross-functional collaboration
  • Relationship Management
  • Staff mentoring & leadership
  • Product Adoption
  • Employee Performance Evaluation

Accomplishments

  • Zoho Desk
  • Fresh Desk
  • Jira
  • Crisp
  • Qntrl
  • Kissflow
  • Google workspace

Languages

  • English
  • Hindi

    • Timeline

    Assistant Manager

    MyOperator
    08.2022 - Current

    Team Lead

    MyOperator
    07.2017 - 07.2022

    Key Account Manager

    MyOperator
    09.2014 - 06.2017

    Assistant Branch Manager

    Smart Prep
    03.2013 - 08.2014

    Student Advisor

    Career Launcher
    11.2011 - 03.2013

    Assistant Manager

    ICICI Bank
    04.2011 - 08.2011

    PGDM - Marketing & HR

    NIILM- CMS

    Bachelor of Commerce -

    Gorakhpur University

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