Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Hi, I’m
Mayank M B
Customer Success Management
Bangalore
Summary
Overview
4
years of professional experience
Work History
SmallcaseBengaluru
CX - Associate
06.2021 - 08.2023
Job overview
- Analysed CX data to extract valuable insights and drive data-informed decision-making. This reduced the inflow of specific queries
- Managed and delegated team responsibilities, fostering a collaborative and efficient work environment.
- Onboarded B2B Customers and achieved a good user adoption
- Maintained average team CSAT 0F 77%
- Developed and implemented processes and SOPs to streamline support operations, reduce response time, smooth onboarding, adoption and improve efficiency.
- Proactively identified customer pain points and suggested improvements to enhance overall customer journey which reduced the number of specific queries
- Collaborated with Sales and Product team on a regular basis to ensure a smooth experience for the customers
Cycle CultureBangalore
Co-founder (Business & Ops)
06.2020 - 06.2021
Job overview
- Developed and implemented inbound lead generation strategy, leading to increased bookings.
- Conducted market research to identify opportunities and threats
- Established corporate tie-ups to expand customer base and drive revenue growth.
- Identified and leveraged strategic locations for setting up the store using the concept of Nash Equilibrium.
- Achieved average monthly revenue of Rs. 85,000 in last 6 months (of tenure).
- Successfully served 600 customers within last 6 months (of my tenure), ensuring high customer satisfaction.
- Optimized cost and managed resources to drive profitability.Reduced man-power cost to 1/5th of actual cost
CurefitBangalore
Customer Support Associate
05.2019 - 08.2020
Job overview
- Identified and assessed customer needs, delivering exceptional service and ensuring satisfaction.
- Utilized telephone, online chat, and email platforms to provide outstanding customer support.
- Collaborated with Engineering team to address customer concerns and enhance experiences.
- Trained team members on products and processes, improving their knowledge and performance.
- Conducted CSAT campaigns & Improved CSAT to 75%
Skills
Client Relationship Management
Meditation, Working out, Trekking
Meditation, Working out, Trekking
I meditate and workout on a regular basis. It helps me in increasing my output per unit of effort and hence increases my efficiency. I trek once in a while around Bangalore. I like being around nature - especially the hills.
Timeline
CX - Associate
Smallcase
06.2021 - 08.2023
Co-founder (Business & Ops)
Cycle Culture
06.2020 - 06.2021
Customer Support Associate
Curefit
05.2019 - 08.2020
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