Project Management
Mainak Basu Roy
Customer Success/Account Management
Bangalore
Summary
Dedicated Customer Success professional with knowledge of service delivery and customer communication abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Strong believer in team effort and process knowledge. A patient and empathetic individual both personally and professionally.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
3
3
Languages
Work History
Customer Success Manager
Infurnia
Bangalore
2022.11 - Current
- Led process building and improvement and problem-solving efforts to create standard procedures and escalation policy for customer success team.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Collaborated with sales and product teams to address customer success objectives.
- Created and maintained comprehensive customer success documentation for internal and external use.
- Created customer success strategies to increase customer retention.
- Conducted periodic user training sessions to support customer understanding and product feature utilization.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
Customer Success Associate
Plum Benefits Private Limited
Bangalore
2021.05 - Current
- Was responsible for ensuring a smooth transition for customers post sales stage to enabling complete service functionality.
- Onboarding: Ensure complete education of product, customer employee database correction, obtaining required KYC, liaisoning with partners to get policy issued under TAT, setting up the web/app dashboard for the customers with benefits and update the employee insurance data, conducting sessions to educate customer and employees on the benefits and usage.
- Following up on existing customers on annual renewal
- Encouraging upsells/cross selling on upgrade ideal customers
- Ensuring support requirements are directed and closed on priority by the customer support team
- Maintaining a high NPS and ensuring customer satisfaction while organizing and analyzing customer needs, and share the same with internal stakeholders
Sr.CCP/ Escalation Specialist/ SME/Coaching Assistant
American Express
Bangalore
2018.01 - 2021.01
- Handling support requests from High value/Top customer bracket of Amex ensuring smooth and timely resolution while maintaining high quality support experience and delivering on OKRs
- Take an extra mile to handle escalated cases, understanding the issues and work with internal stakeholders to ensure closure while retaining the customer.
- Monitor team performance, analyze and publish performance data, conducting daily strategic huddles
- Have been a part of the Learning network as a coaching assistant to the trainer for new joiner batches
Team Leader
Convergys
Bangalore
2016.03 - 2017.09
- Coached team members in customer service techniques, providing feedback to ensure standard service, and encourage towards attaining KPIs
- Co-ordinating with clients and internal management to discuss targets and progress
- Sending and updating daily/weekly/monthly performance reports
- Assisted people management with new hire processing and existing training programs
- Ensured effective attrition and staffing management
Sr.TSA/ Escalation Specialist/ SME
Convergys
Bangalore
2014.06 - 2016.02
- Handling B2B calls regarding VoIP services for ATT.
- Assisted support team with technical issues and resolution
- Did call monitoring for quality check
- Worked closely with management to propose process improvement ideas
Education
B.Tech - Electronics And Communication Engineering
JIS College of Engineering
Kolkata 2008.07 - 2012.07
Skills
Customer support/success
Accomplishments
- Awarded best TL for 7 out of 18 months in the role
- Maintained less than 5% attrition as a TL against 10% target
- Have consistently been a part of KPI improvement focus groups and presenter of operations improvement strategies following the same
- Have single handedly developed the policy rates database for the entire organization at Plum to implement a check out experience for the customers at the website/app.
Interests
Process Development
Data analysis
Hobbies
I happen to have multiple hobbies which are connected in a way. I love 1) Travelling, specially the less traveled places on a 2) Motorcycle, and 3) Photograph or make 4) Sketches of the places and the people. When not travelling or working, I am generally home trying hands on some 5) Comedy or some good 6) Books!
Timeline
Customer Success Manager
Infurnia
2022.11 - Current
Customer Success Associate
Plum Benefits Private Limited
2021.05 - Current
Sr.CCP/ Escalation Specialist/ SME/Coaching Assistant
American Express
2018.01 - 2021.01
Team Leader
Convergys
2016.03 - 2017.09
Sr.TSA/ Escalation Specialist/ SME
Convergys
2014.06 - 2016.02
B.Tech - Electronics And Communication Engineering
JIS College of Engineering
2008.07 - 2012.07
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