Mithun Shah
Mumbai
Summary
Seek the Position of Sr. Customer Success Manager
Result oriented professional with 10+ years of experience in the Customer Experience domain, currently functioning as Customer Success Manager Dream11. Strong ability to maintain the highest possible level of client and company confidentiality. Exceptional ability to display a positive attitude with energy and enthusiasm toward assuming new roles and challenges. Strong work ethic with a willingness to take ownership and responsibility of multiple tasks as required. Exceedingly self-motivated and autonomous with consistent follow through. Strong interpersonal (written and oral communications, logic and decision-making) and organizational skills. Remarkable organizational and planning skills with appropriate attention to detail. Great team player, friendly and enthusiastic with exceptional customer service skills. Immensely driven by goals and recognition with great experience dealing with high pressure situations simultaneously. Well versed in management of cross-functional teams; deep understanding of quality management in a services environment; leadership in designing of creative solutions aimed at maximizing customer satisfaction.
Overview
13
13
years of professional experience
Work History
Customer care
Aegis People Support
Manila
01.2011 - 03.2011
- Provide comprehensive and quality customer care at all times
- Apply learned knowledge and procedures when servicing customer queries
- Communicate effectively and efficiently with internal and external customers
- Ensure customer satisfaction with all transactions
- Use all available tools to research for resolutions for customer issues
- Ensure validity and confidentiality of client/customer information.
Senior Customer care representative
Ergode IT Services
06.2011 - 03.2012
- Handling calls, emails, claims, and refund negative feedbacks for Clients across the world.
Senior Customer Delight Officer
Fingerprint Fashions Pvt Ltd.(Inkfruit.com)
03.2012 - 03.2013
- Handing calls, emails responding to their queries
- Handling escalations calls & emails
- Social Media Escalation (Facebook, Twitter, Mouthshut etc).
Team Leader
Manash Lifestyle Private Ltd (Purplle.com)
03.2013 - 11.2013
- Handling emails, calls, escalations, Social Media Escalation (Facebook, Twitter, Mouth shut etc), managing team and performance, Maintaining emails and call SLA, ensuring customer satisfaction
- Monitoring calls emails
- Daily briefing and feedback to advisors
- Achievements- Brought many changes in process, Automation of COD, Email response within 6 hours, Helped operation team to dispatch the shipments
- Payment Gateway escalations, Handling reverse pickups, drop shipping, follow up with courier partners
- Coordinating with logistics team to arrange the delivery on priority
- End to end follow up with customers.
Senior Customer Success Manager
Dream11
11.2013 - Current
- Joined as customer service Executive, currently working as a senior customer success manager
- Played key role in ramping up team strength from 2 to 40 advisors
- Instrumental in implementation of CRM in the organization through review of various available options of CRM
- Set up Intalk CRM software in salesforce via server routed for Outbound calls
- Handling emails, live chats, Social Media Escalation (Twitter, Grievances), , ORM, Elite customer service, User experience events/stories, Roster management, Escalation matrix management, data analysis
- Maintaining email SLA, ensuring customer satisfaction
- Handling payment gateway emails, escalations, Handling Forums, calling users to take feedback/testimonials, running NPS activity as per data received from product team, looking after promotions, Replying to App reviews on App store
- Handling the deliverables on weekends from home to ensure customer’s satisfaction as per requirements
- Involved in recruitment, grooming & mentoring of team members in maximizing customer satisfaction through prompt resolution of issues and qualitative service delivery
- Manage customer correspondence with regards to complaints and queries
- Monitor performance of team members and render productivity enhancement feedback
- Conduct need based training sessions for team members aligned to business requirements.
- Developed and implemented customer success plans to ensure that customers are achieving their desired outcomes.
- Partnered with other departments to resolve customer complaints quickly and efficiently.
- Developed comprehensive training materials for internal staff on customer success processes and procedures.
- Conducted regular check-ins with customers to proactively address any potential issues or concerns.
- Monitored customer support tickets in order to identify common problems or issues that need addressing quickly.
- Managed customer inquiries and complaints in a professional manner.
Education
Bachelor of Science - Biomedical Engineering
Mumbai University
Mumbai08-2004
Skills
- Customer care experience
- Researching customer issues
- Patient Care Coordination
- Positive Customer Engagement
- Customer feedback
- Engaging with Diverse Customers
- Customer-Centric Approach
- Customer Meeting Organization
- Customer service and retention
- Anticipating Customer Needs
- Communicating with customers
- Customer Service Management
- Customer Relationships
- Positive Customer Experience
Education
B.E (Biomedical Engg)
Personal Information
- Father's Name: Dr. Santosh V. Shah
- Date of Birth: 03/31/81
- Gender: Male
- Nationality: India
- Marital Status: Single
Languages
English, Hindi, Marathi, and Gujarati
References
Available on request
Timeline
Senior Customer Success Manager
Dream11
11.2013 - Current
Team Leader
Manash Lifestyle Private Ltd (Purplle.com)
03.2013 - 11.2013
Senior Customer Delight Officer
Fingerprint Fashions Pvt Ltd.(Inkfruit.com)
03.2012 - 03.2013
Senior Customer care representative
Ergode IT Services
06.2011 - 03.2012
Customer care
Aegis People Support
01.2011 - 03.2011
Bachelor of Science - Biomedical Engineering
Mumbai University
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