Moumita Bhadra
Manager - Customer Success
Pune,MH
Summary
Results-driven management professional with a proven track record of leading teams to achieve exceptional success. Expertise in fostering collaboration, enhancing operational efficiency, and delivering measurable outcomes aligned with organizational goals. Skilled in strategic planning and process improvement, while cultivating a culture of accountability and excellence. Recognized for adaptability and a strong ability to meet evolving organizational needs with innovative solutions.
Overview
19
19
years of professional experience
5
5
Certifications
3
3
Languages
Work History
Manager - Customer Success
Leadque ®
09.2024 - Current
- Developing and maintaining relationships with customers and suppliers through account development.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Enhancing product quality by instituting rigorous quality control procedures, resulting in fewer customer complaints.
- Managing budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Conducting market research to identify customer needs and adjusting product offerings accordingly, increasing customer satisfaction.
- Establishing structured customer feedback mechanisms to capture actionable insights, which inform strategic planning and decision-making through monthly calibration calls with the client.
- Improved marketing to attract new customers and promote business.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Mentoring junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Enhancing team productivity by implementing agile methodologies, leading to more efficient project completion.
- Led cross-functional teams to achieve project goals, fostering collaboration and innovation.
- Developing a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Streamlining workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
Manager- Customer Success (Operations)
Evolve BPM OPC Pvt. Ltd.
01.2022 - 08.2024
- Developing and implementing strategies to increase customer satisfaction and loyalty.
- Manage customer complaints, CSAT results, and relationships to ensure customer satisfaction.
- Design customer contact methodologies to monitor and enhance renewal and retention rates.
- Collaborating with other departments to ensure timely completion of projects within budget constraints.
- Providing leadership and mentorship to the operations team, fostering a culture of continuous improvement, collaboration, and customer-centricity.
- Create monthly reports for senior management summarizing operational performance metrics.
- Conducting regular meetings with staff to discuss progress and identify areas of improvement.
- Monitoring budgets and expenditures to ensure cost-effectiveness while maintaining quality standards.
- Providing leadership during times of organizational change or crisis situations.
- Develop training programs for existing staff members to improve their skillsets or knowledge base.
- Evaluation of employee performance through regular reviews and provided feedback on areas of improvement.
- Working with management to create performance measurement, employee development and employee compensation strategies.
Sr. Operations Manager
Europer Perfumes India Pvt. Ltd.
05.2018 - 10.2021
- Overseeing the operations in Kolkata city.
- Developed and implemented operational strategies to improve efficiency and reduce costs.
- Managed personnel including recruitment, training, scheduling, performance reviews and disciplinary actions.
- Analyzed data to identify trends in production output, customer satisfaction levels and labor costs.
- Collaborated with cross-functional teams to develop process improvements that increased productivity.
- Organized regular meetings with department heads to review ongoing projects and discuss new initiatives.
- Assigned tasks to staff members based on their skill sets and availability.
- Reviewed financial statements regularly to ensure budget targets are met.
- Established procedures for tracking inventory levels, ordering supplies, and managing warehouse space.
- Maintained regular engagement with key client contacts while influencing key stakeholders.
- Drafted budgets, kept financial reports and presented results to supervisors.
Accreditation Manager
NFDC
12.2017 - 02.2018
- Planning and implementation of entire accreditation process for multiple venues for 1st Khelo India School Games.
- Security management.
- Dealing with local police for necessary permissions and planning.
- Assisted in the development and implementation of accreditation policies, procedures and standards.
- Provided guidance to staff regarding accreditation processes, documentation, and reporting requirements.
- Coordinated preparation for on-site visits from accrediting bodies.
- Analyzed data to identify gaps in program performance and develop strategies for improvement.
- Maintained records of all forms, documents, correspondence, and other materials related to the accreditation process.
Venue Operations Manager
Floodlights
12.2017 - 02.2018
Accreditation Manager
Boxing Federation Of India
11.2017 - 12.2017
Event Operations Manager
Freelancer
05.2016 - 07.2017
Asst. Project Officer (Venue Dev. & Ops)
Organizing Committee, 12th South Asian Games
07.2015 - 02.2016
Venue Accreditation Manager
IMG Reliance
10.2015 - 03.2015
Event Manager (Parameter & Score Board)
Technology Frontier
03.2014 - 06.2014
Event Manager
Lime Lights Events And Media Pvt. Ltd.
06.2012 - 02.2014
Venue Accreditation Manager
Nimbus Sports
11.2011 - 05.2012
Accreditation Manager
Cricket Association Of Bengal
07.2011 - 09.2011
Asst. Accreditation Manager
DNA Entertainment Networks Pvt. Ltd.
12.2010 - 07.2011
Logistics Coordinator
TicketGenie India
01.2010 - 07.2010
Relationship Manager
Unicon Securities Pvt. Ltd.
05.2008 - 01.2010
Investment Associate
ICICI Bank Pvt. Ltd.
09.2006 - 04.2008
Education
Bachelors In Commerce -
Rabindranath Tagore University
11.2023
Higher Secondary - undefined
Asansol Girls' College
05.2004
Madhyamik - undefined
Kulti Girls' High School
05.2002
Skills
Customer Account Management
Certification
Cybersecurity awareness for employees
Accomplishments
- Recognized with quarterly performance award for exceeding targets and delivering exceptional results
- Received company's performance award in recognition of two years of consistent dedication, valuable contribution and strong work ethic
- Achieved annual performance award, recognizing impactful contributions throughout the year
Personal Information
- Date of Birth: 03/21/1987
- Nationality: Indian
References
Available upon request
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Manager - Customer Success
Leadque ®
09.2024 - Current
Manager- Customer Success (Operations)
Evolve BPM OPC Pvt. Ltd.
01.2022 - 08.2024
Sr. Operations Manager
Europer Perfumes India Pvt. Ltd.
05.2018 - 10.2021
Accreditation Manager
NFDC
12.2017 - 02.2018
Venue Operations Manager
Floodlights
12.2017 - 02.2018
Accreditation Manager
Boxing Federation Of India
11.2017 - 12.2017
Event Operations Manager
Freelancer
05.2016 - 07.2017
Venue Accreditation Manager
IMG Reliance
10.2015 - 03.2015
Asst. Project Officer (Venue Dev. & Ops)
Organizing Committee, 12th South Asian Games
07.2015 - 02.2016
Event Manager (Parameter & Score Board)
Technology Frontier
03.2014 - 06.2014
Event Manager
Lime Lights Events And Media Pvt. Ltd.
06.2012 - 02.2014
Venue Accreditation Manager
Nimbus Sports
11.2011 - 05.2012
Accreditation Manager
Cricket Association Of Bengal
07.2011 - 09.2011
Asst. Accreditation Manager
DNA Entertainment Networks Pvt. Ltd.
12.2010 - 07.2011
Logistics Coordinator
TicketGenie India
01.2010 - 07.2010
Relationship Manager
Unicon Securities Pvt. Ltd.
05.2008 - 01.2010
Investment Associate
ICICI Bank Pvt. Ltd.
09.2006 - 04.2008
Higher Secondary - undefined
Asansol Girls' College
Madhyamik - undefined
Kulti Girls' High School
Bachelors In Commerce -
Rabindranath Tagore University
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