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
Customer Retention
Strategic Planning
Revenue Growth
Relationship Management
Vendor relationships
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 -