Job Search Status
Open to workDesired Job Title
Specialist - Customer SupportAssistant ManagerCustomer Success ManagerWork Type
Full TimeLocation Preference
RemoteHybridLocation: Bengaluru, KA, IN
Open to relocation: Yes
Open To Work
MONICA LOUIS
Account Manager
Bengaluru,KA
Work Preference
Summary
Customer-focused professional with 10+ years of leadership experience in aviation operations, combined with strong Account Management and KPI-driven Customer Support expertise. Managed large customer portfolios (3,000–6,000 accounts) with an average of 300 daily interactions, driving retention, reducing churn, and identifying revenue growth opportunities. Skilled in cross-functional collaboration, stakeholder management, onboarding support, escalation handling, and consultative solution delivery. Recognized for performance excellence and awarded Best Employee within the first six months.
Overview
12
12
years of professional experience
3
3
years of post-secondary education
Work History
Specialist - Customer Support
Intouch-CX
Bangalore
04.2024 - 06.2025
- Managed a portfolio of 3,000–6,000 customer accounts in a KPI-driven environment, driving retention, engagement, and long-term account growth.
- Developed and executed strategic account plans to reduce churn and increase customer lifetime value (CLV).
- Identified and closed cross-sell and upsell opportunities aligned with client business objectives.
- Analyzed customer data and performance metrics to proactively identify risk accounts and expansion opportunities.
- Led cross-functional collaboration across Sales, Operations, and Support to ensure seamless onboarding, adoption, and service delivery.
- Oversaw customer onboarding and implementation timelines to accelerate product adoption and time-to-value.
- Managed escalations with a proactive, solution-oriented approach, improving customer satisfaction and loyalty.
- Mentored and trained junior team members on account strategy, engagement best practices, and client communication.
- Consistently exceeded performance KPIs and received recognition for operational and customer success excellence.
Assistant Manager
Indigo Airline
Bengaluru
07.2013 - 02.2023
- Led operational teams in high-pressure aviation environments for over 9 years.
- Delivered exceptional customer service and ensured compliance with service standards.
- Trained and mentored staff to improve performance and operational efficiency.
- Managed crisis situations and resolved complex customer issues.
- Implemented process improvements to enhance overall customer experience.
Education
Project Initiation
Coursera
09-2023
Foundation of Project Management,
Coursera
08-2023
B.Com - Management
Carlox Teachers Academy
Ahmedabad 07.2013 - 12.2016
Diploma - Aviation Hospitality Travel Management
Frankfinn Institute of Airhostess Training
Bengaluru, India01-2013
Skills
Customer Onboarding
Client management
Account Management
Customer Retention
Churn Reduction
Client success
Upselling
Escalation Handling
Stakeholder Management
Cross-functional teamwork
CRM Tools
KPI Tracking Systems
DCS
Navitaire
Microsoft Excel
Timeline
Specialist - Customer Support
Intouch-CX
04.2024 - 06.2025
B.Com - Management
Carlox Teachers Academy
07.2013 - 12.2016
Assistant Manager
Indigo Airline
07.2013 - 02.2023
Project Initiation
Coursera
Foundation of Project Management,
Coursera
Diploma - Aviation Hospitality Travel Management
Frankfinn Institute of Airhostess Training