Maria Shilpa
Customer Success/Business Solutions
Bengaluru
Summary
Inventive and dedicated Management professional who thrives on tackling complex challenges using my analytical problem-solving skills. My commitment is underlined by my ability to build, lead, and motivate teams effectively. As a Business Development Manager, my creative approach has resulted in a strong record of sales improvement and expansion of the company's customer base. In my role as a Client Service Manager, I've exhibited strong leadership to team leaders and assistant managers, while also serving as a crucial point of escalation for clients and internal departments.
Overview
19
19
years of professional experience
Work History
Business Development Manager
Flatworld Solutions
04.2023 - Current
- Generated new business with marketing initiatives and strategic plans.
- Increased client base by identifying new business opportunities and cultivating strong relationships with key decisionmakers.
- Conducted comprehensive market research and analysis to identify emerging trends and potential areas of expansion.
- Developed customized solutions for clients based on a deep understanding of their unique pain points, delivering exceptional value and driving repeat business.
- Established relationships with key decision-makers within customer's organization to promote growth and retention.
- Collaborated closely with marketing teams to develop targeted campaigns that generated high-quality leads for the sales pipeline.
- Enhanced the company''s profitability by identifying and eliminating inefficiencies in existing business processes.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
Strategic Business Development Manager
Pairee Learning
12.2022 - 04.2023
- Streamlined business processes for improved efficiency and cost reduction through the implementation of project management methodologies.
- Drove expansion into new markets by creating tailored go-to-market plans based on thorough market research findings.
- Improved operational efficiency within the organization via process improvements which led to reduced overhead costs while maintaining high-quality standards.
- Cultivated strong relationships with key stakeholders and strategic partners, ensuring a robust support network for ongoing business success.
Head of Customer Success/Operations Manager
Curatal
03.2022 - 11.2022
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Implemented quality control systems to boost overall product consistency and reliability.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Developed robust contingency plans to ensure business continuity during unforeseen disruptions.
Assistant Manager
First Advantage
05.2014 - 02.2022
- Oversaw day-to-day operations of company, maintaining operational and service standards.
- Investigated issues affecting group operations, prepared reports and helped correct problems.
- Supported resource planning of operational team.
Facilitated communication between staff, upper management and operations manager in person and through various other mediums. - Streamlined processes to improve and optimise office operations.
- Resolved disputes promptly, maintaining cordial working relationships with vendors.
- Fostered collaboration between vendors and internal stakeholders for successful project completion.
- Trained internal teams on meeting customer needs and enhancing service experiences.
- Recognised blockers and implemented solutions to minimise client and account impacts.
- Designed and implemented training to further develop staff based on business goals.
- Established stringent quality control measures, reduced product defects significantly.
- Implemented cost-saving measures without compromising on product quality or delivery schedules
Process Trainer
24/7 Customer
10.2011 - 05.2014
- Delivered high-quality training sessions, leading to increased productivity among team members.
- Created engaging learning experiences by incorporating real-world examples and case studies into the curriculum.
- Facilitated post-training evaluations, using feedback gathered to further refine future iterations of course materials and delivery methods.
- Facilitated professional development courses, contributing positively to employee career progression.
- Designed effective training programmes, resulting in improved staff productivity.
- Identified gaps in skill sets and addressed these shortcomings through bespoke training plans, improving overall team competence.
Trainer/Customer Care Consultant
Aegis/AOL Private Limited
03.2006 - 10.2011
- Monitored and reported trainee progress, introducing new learning tools to address individual needs.
- Analyzed team performance and identified opportunities for additional training.
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Monitored participant workflow and behaviors throughout training process.
- Obtained feedback from customers to improve service experience.
- Resolved customer complaints following guidelines and referred complex inquiries to team leaders.
Customer Service Representative
Transworks
12.2005 - 02.2006
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Education
Bachelor of Arts - Honor in Psychology
IGNOU
Delhi 04.2001 -
Skills
Customer Account Management
Amateur Athlete
1. Participated in Multiple Duathlon and Triathlon events and won podiums
2. Currently racing as a raod bike cyclist for Spokes Woman
3. Represented
Passion
Amateur Athlete
1. Cycling
2. Running
3. Triathlon
4. Volleyball
Accomplishments
- Won Best Trainer Aware" for the year 2013 and 2014.
- Master Trainer Certified
- State Level Volleyball Player - 2001 - 2002
Timeline
Business Development Manager
Flatworld Solutions
04.2023 - Current
Strategic Business Development Manager
Pairee Learning
12.2022 - 04.2023
Head of Customer Success/Operations Manager
Curatal
03.2022 - 11.2022
Assistant Manager
First Advantage
05.2014 - 02.2022
Process Trainer
24/7 Customer
10.2011 - 05.2014
Trainer/Customer Care Consultant
Aegis/AOL Private Limited
03.2006 - 10.2011
Customer Service Representative
Transworks
12.2005 - 02.2006
Bachelor of Arts - Honor in Psychology
IGNOU
04.2001 -
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