Latika Agrawal

Responsibilities

• Facilitate interaction and workflow among project team members, including third-party service providers, to ensure timely deliverables of the project scope.
• Responsible for the delivery the project on real time basis
• Handling and addressing all the queries and grievances of the clients
• Co-ordinated and updating the project status to clients and management on real time basis
• Interaction with client & stakeholder on daily bases for proper adoption of technology
• Responded to specific customer requests, including RFP responses and industry-specific solutions.
• Providing high level project reports to stakeholders, working group, executive committee and PMO up to board level
• Tracked project and team member performance closely to quickly intervene in mistakes or delays.

Achievement

• Successfully worked on multiple RFP of SBI Bank for Biometric hardware. Successfully coordinating with the internal stakeholder for the specific requirement resulting to 30% Y-O-Y growth in the account.
• Worked closed with all major Co-operative Banks & improved portfolio by 25% for the Biometric product.

Responsibilities

• Conduct Quarterly Business Reviews – Internal. To address Challenges, timeline, milestone achieved & progress of the project.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Performed initial on-boarding of accounts with enterprise-level customers, ensuring strong adoption and ongoing engagement throughout the customer's lifetime.
• Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
• Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments
• Performed periodic customer success reviews that confirm satisfaction, resolve issues with the help of the Technical Support team, and expand use throughout the account
• Collaborated with cross-functional teams to deliver successful product implementations.
• Manage top enterprise customers in India, Bangladesh, Nepal and Sri Lanka
• Conduct workshop for customers, Partners & dealers on various product & solution offered by Ingenico
• Customers Portfolio – PNB, Kotak, AXIS Bank, City union Bank, Hitachi, ADNT, Imark, Bijlipay & Fiserv

Achievements

• Cleared previous engagement overdue payment of INR 10cr
• Increased customer satisfaction by 20% through proactively identifying and resolving issues.
• Maintained 95% customer retention rate over the past year.
• Identified risks and ensured every functionality and offering was leveraged resulting in a 20% increase in customer satisfaction.
• Worked with cross-functional teams to resolve customer issues resulting in a 10% decrease in customer churn.
• Trained and educated new and existing customers on product utilization best practices, resulting in an increased product adoption rate of 12%

Responsibilities

• Communicate customer feedback to development team to influence future product releases
• Clarified customer issues and determined root cause of problems by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Leveraged data and analytics to make informed decisions and drive business improvements.
• Monitored metrics and developed actionable insights to improve efficiency and performance.
• Managed competing demands and professionally adapted to frequent change, delays and unexpected events.
• Followed-through on all critical inter-departmental escalations to increase customer retention rates.
• Updated account information to maintain customer records.
• Responded to customer requests for products, services, and company information.

Achievements

• Collaborated with professional services and sales to define project deliverables and customer's ongoing service package needs resulting in a 15% increase in upselling opportunities.
• Implemented processes and customer success policies, which improved customer problem resolution time from 24-48 hours to 4 hours
• Developed and executed customer success plans resulting in a 25% increase in customer retention
• Spearheaded the development of over 50 customer success plans, resulting in an increase of customer onboarding success rate by 15%.

Responsibilities

• Reached out to customers after completed sales to suggest additional service or product purchases.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Defined clear targets and Customer success objectives and communicated to other team members.
• Developed detailed plans based on broad guidance and direction.
• Utilized customer feedback to inform changes and improvements to customer success plans.
• Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.

Achievements

• Decreased service desk turnaround time by 50% with an SMS-based customer service support system.
• Designed and developed a customer feedback survey program which generated an aggregate of 2000 responses over 2 months, driving customer satisfaction scores to an all-time high of 93%.