Summary
Overview
Work History
Education
Skills
Key Clients
Languages
Timeline
Generic
Lakhwinder Singh

Lakhwinder Singh

Pune

Summary

Elevating customer satisfaction and loyalty through a comprehensive skill set honed by hands-on experience. Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued.

Overview

8
8
years of professional experience

Work History

Customer Success Manager

QuestionPro
Pune
03.2021 - Current
  • Manage a portfolio of 50 or more enterprise accounts, ensuring satisfaction and retention. Currently handling both US and Canada region (78 accounts in total).
  • Delivered presentations on product features, benefits, and value propositions at conferences or webinars.
  • To undertake a consistent follow-up to action and to dedicate time to these accounts in order to build and strengthen a long-term business relationship with them.
  • Provided customer onboarding and training to ensure successful product adoption.
  • Collaborate with sales, marketing, and product teams to address customer feedback and improve product offerings.
  • Identify upsell and cross-sell opportunities, contributing to revenue growth.
  • Coached team members on best practices for delivering exceptional customer experiences.
  • To collaborate with these accounts and the QuestionPro teams to build a joint yearly business plan and sales strategy in order to achieve all the QuestionPro commercial objectives within the portfolio.
  • To make sure that all the deliverables are provided within the promised time-frame and manage expectations.

Team Lead (Solution Specialist)

QuestionPro
01.2019 - 03.2021
  • Lead and inspire a team of up to 15 professionals, optimizing their performance to surpass organizational objectives
  • Developed strategies to increase team productivity and improve customer service levels.
  • Assisted the manager in setting achievable goals for the team while monitoring progress towards them.
  • Delegated tasks appropriately according to individual skill sets.
  • Supported the manager in developing plans for future projects, initiatives and objectives.
  • Trained new staff in relevant processes and procedures.
  • Conduct thorough audits of calls, emails, and chats to enhance communication quality, streamline processes, and maximize client satisfaction
  • Provide expert troubleshooting guidance, proactively addressing issues to elevate customer experience and resolve challenges efficiently
  • Navigate complex requirements adeptly, delivering innovative solutions that exceed expectations.
  • Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.

Technical Solution Speacialist

QuestionPro
Pune
12.2016 - 01.2019
  • Manage technical live chats and emails, providing proficient technical phone support
  • Effectively escalate issues and contribute to discussions on new ideas
  • Conduct manual testing of new features to uphold product quality standards
  • Acquire and assess customer requirements, testing feasibility for potential product features
  • Create surveys to gather valuable insights
  • Clearly communicate logical implementations and provide analytics overviews
  • Drive enhancement initiatives through collaborative brainstorming sessions.

Education

BE -

University of Pune
01.2015

HSC -

ARMY School Samba
01.2010

SSC -

Samba
ARMY School Samba
01.2008

Skills

  • Communication Skills
  • Customer Retention
  • Training and mentoring
  • Account Management
  • Customer Relationship Building
  • Decision-Making
  • HubSpot, Salesforce and API

Key Clients

  • JLL
  • Liberty Mutual
  • P&G
  • Henry Ford
  • QualSights
  • FERGUSON
  • G2
  • AMWAY

Languages

English

Timeline

Customer Success Manager

QuestionPro
03.2021 - Current

Team Lead (Solution Specialist)

QuestionPro
01.2019 - 03.2021

Technical Solution Speacialist

QuestionPro
12.2016 - 01.2019

BE -

University of Pune

HSC -

ARMY School Samba

SSC -

Samba

Similar Profiles

CREATE PROFILE
Lakhwinder Singh