Moumita Mazumdar
Chattarpur Enclave
Summary
JOB OBJECTIVE: Amidst unprecedented competition in the job market, I aspire to understand and constantly learn about myriad organizational skills, efficiency, to be aware of personal strengths and area of opportunities in any complex business environment; to engage in new forms of communication, to comprehend the business dynamics, to perform and thrive and consequently and essentially contribute to the success of a firm.
Career summary : An independent working Woman with a versatile experience of over 8 years in the communication and Service Industry. Keenly interested in Learning , coaching and People growth & Development . Passionate about mental health and Diversity & Inclusion.
Resourceful and adaptable. Result-oriented . Eager to contribute to team success through hard work , attention to detail and great organizational skills.
Always on the lookout to learn a new skillset or two and hope that learning may never stop. Goal-oriented Client Success Manager adept at promoting customer loyalty, life-long relationships and maintaining retention with proactive and hands-on strategies. Effective at giving customers highly positive experiences as primary liaison and company representative. Ready to bring 10+ years of experience and take on challenging new roles.
Overview
9
9
years of professional experience
1
1
Certificate
Work History
Personal Banker
Barclays Global Service Centre
05.2023 - Current
- Utilize strong interpersonal communication , empathy and communication/negotiation skills with a tailored approach during every client interaction, resulting in increased trust and timely resolution.
- Deliver comprehensive financial advice, strengthening customer relationships by providing exceptional banking solutions driving greater NPS , elevating customer satisfaction to highest, ensuring to promote long-term loyalty with Barclays.
- Collaborate with team members to achieve monthly team score by following North Star metrics to guide our business conduct with utmost sincerity and stand out in terms of performance in line with Barclays Values and guiding principles.
- Enhance digital banking adoption rate among clients with a goal to improve self-servicing , empower customers with the knowledge to help deliver easy Digital solutions to save their time.
- Reconcile customer accounts to check for any anomalies in making payments, merchant disputes and/or identify defects, concerns ,complaints , vulnerabilities (if any) to best support them by identifying their underlying needs and requirements.
- Achieved rewards & recognition for outstanding customer services month-on-month, setting benchmark for colleagues to collectively perform well and assist training managers along with their trainees in the form of live Call barge on the floor to better assist with their learning while orienting themselves with the ins and out of our work.
- Present new , refreshing , effective ideas to improve business via Colleague Voice Hub, collaborate with other team members for product personalization recommendations , to emulate best practices during our client interactions , brainstorming with senior leadership frequently by observing our customer behavior/ trends and strengthen Barclaycard Process UK, as a whole to make it simpler, bigger , better and balanced.
- Monitored customer accounts to detect irregularities or suspicious activity.
Client Success Manager
Exly
09.2022 - 05.2023
- Exly (powered by Myscoot) is a platform built for independent professionals, creators, artists and influencers of all shapes and sizes to start, sell, market and manage their online sessions, classes, consultations and workshops. Empowering creators to turn into entrepreneurs with Exly, a SAAS startup.
- Manage end-to-end customer/creator lifecycle, of over 50 high-valued Accounts from contract through to retention. Drive product or platform adoption post their onboarding and offer best practice tips to help clients effectively meet their business requirements and standards of their online, offline or hybrid work management.
- Hosted daily status calls and weekly ad hoc meetings with Clients/Creators or engaged with them, working closely on their accounts to fully automate their varying complex business flows by simplifying them using Exly Creator tool. Streamlining Sales & Growth funnels for our creators to help them monetize sustainably and reduce acquisition costs over a period of time.
- Performing regular 'Client Success Reviews' and account strategy discussions to develop comprehensive action plan month-on-month to drive client's success.
- Worked on Multi-Year Renewals to build and grow trusting and consistent relationships with our clients. Dealt with retention discussions to ensure that Clients know and understand the ROl to continue their subscription.
- Accurately forecast Creators’ GMV or revenue to avoid churn by performing research and analysis on
client accounts to manage their website traction
.and bridge the gap, if any, in terms offering promotion & sales. - Worked together with Sales and Solution Engineering teams to provide unique insights based on customer interactions/feedback to support product development, updates, testing, facilitate and set up processes and systems for customer support to handle and resolve customer requests and complaints.
- Monitored metrics and developed actionable insights to improve Creator's efficiency and performance by building a pipeline for the upsell opportunities in terms of Growth programs such as Performance Marketing, Content Optimization, Sales and Meta Ads support, SEO Optimization & closing it accordingly.
- Worked on streamlining escalation process on clients end and unified expectations as per account value, Customer data analysis & segmentation categories.
Client Success Associate
Cvent
09.2021 - 04.2022
- Onboarded new clients along with existing ones on various accounts and acted as a strategic resource to help train them to understand and navigate better to build out Virtual Attendee Hub (VAH) to host events specifically tailored to meet their needs.
- Served as primary contact and identified issues, and pain points analyzed at each stage of information gathering and provided detailed and timely solutions to client's over Chat ,Emails and Zoom connects.
- Maintained excellent track record of each Event Project on any given account and established a steady form of communication during and post-implementation of projects to collect their feedback .
- Worked within applicable standards, policies and regulatory guidelines to improve upon Account Management with the company by closely identifying areas of improvement in both software and process to enhance the Client's ROI .
- To hold post Event debrief meetings with Clients and other internal stakeholders to analyze the success rate or platform adoption against the established metrics collected through back-end Event Management tools in order to encourage continued use of our software and service on accounts.
- Delivering Customer experience that's consistent with Cvent's value proposition and brand using granular chunk of data that enabled us to determine ways to reduce or avoid churn rate at all cost and redirect efforts to further proactively grow and renew their contracts during the lifetime of an Account.
- Assisted product teams with testing of new features and system enhancements for clients.
Digital Assist and Escalation-LEAD CCP
American Express
01.2016 - 08.2021
- Essentially worked at the frontline interacting both on the phone and over chat with our U.S. based business and Corporate clients or Card Members in regards to using the American Express Website and Mobile App and resolve their technical issues by providing timely and superior customer assistance .
- Extend extensive support for various online billing products such as Quicken and Quickbooks, handle mortgage offer based queries ,reconcile their Credit card accounts for any credit/balance discrepancies.
- Upselling premium or higher priced Credit cards after a thorough check of a customer's financial health , assess risk factors , consider their additional needs and educate them about the best choices to add value to their lives and businesses.
- Identify and raise reports to track bugs or any and every technical glitch on the Web or App and troubleshoot them at the earliest.
- Resolved conflicts between clients and merchants via a dispute process and provided alternatives in case of a " Service No " call.
- Delivering results as per the shareholder metrics .
- Coached a small team of new hires for a short period of time to oversee training and professional growth .
- Collaborated with team members to achieve target results.
Education
Short Term Learning - Content Writing
Henry Harvin Academy
DELHI10-2024
Bachelor of Arts - Psychology
JAMSHEDPUR WOMEN'S COLLEGE
Jamshedpur, Jharkhand12th - Humanities
Gulmohar High School- ISC
Jamshedpur10th - All Compulsory Subjects
RAMAKRISHNA MISSION SCHOOL- ICSE,
JamshedpurSkills
- Member support
- Fraud prevention
- Upselling
- Portfolio assessment
- Banking
- MS Excel
- Financial advisement
- Cross-selling and upselling
- Technical training
- Interpersonal skills
- Relationship building
- Rapport building
- Wealth management
- Customer satisfaction
- Customer service
- Banking regulations
- Relationship management
- Account management
- Regulatory compliance
- Customer financing
- Financial services
- Banking policies and procedures
- Client relationship management
- Verbal and written communication
- Accounting and finance
Languages
English,Hindi,Bengali
Additional Information
Extra Curricular Accolades :
- Secured 2nd position in Declamation in an event called – KREATIVITY-2014 held on 15th November at Mrs. KMPM Vocational College,Jamshedpur .
- Certificate of merit provided by THE INDO AMERICAN SOCIETY for a successful completion of a five day programme on PERSONALITY DEVELOPMENT AND PUBLIC SPEAKING held from 14th-18th May,2007.
- Certificate of Social Work awarded by the SMILE FOUNDATION in the year 2007.
- Adjudged as the BEST SPEAKER in the Youth Parliament held on 21st April ,2007 at GULMOHUR HIGH SCHOOL .
- Certificate of Social work provided by EDU-CARE in recognition of voluntary contribution for the welfare of needy children, in the year 2006.
- Certificate of merit provided for participation in essay competition in THE CHICAGO DAY CONVENTION 2005 held at JAMSHEDPUR .
- Certificate of participation awarded by THE MINISTRY OF ENVIRONMENT AND FORESTS, GOVT. OF INDIA in THE GREEN OLYMPIAD.
- Certificate awarded by BHARTIYA SANSKRITI GYAN PARIKSHA for securing 4th position under Junior category Essay competition in the year 2004
- Secured 3rd position in speech competition organized on CHICAGO DAY,2004 on 19th September at Tulsi Bhavan , Jsr
- Certificate awarded for the performance in “ PARYAVARAN RATNA AWARD” Examination conducted by the INDIAN CENTRE FOR WILDLIFE AND ENVIRONMENTAL STUDIES IN SOUTH ASIA REGION, secured 58% marks.
Accomplishments
- Achieved 80% OSAT certification by answering Customer calls with accuracy and efficiency.
- Also, was chosen to lead one of the important projects named “ Amex Digital Concierge ” in the year 2019 , a 3 month Pilot spearheaded by Mr. Jatin Taneja ( Sr. Project Analyst) and Our small team of 4 members did wonders to drive our US based Clients' digital behavior across board. Our Calls were later calibrated and were played in the virtual Town Hall conducted by GCSI for SBS (CSN) which gathered much praise for our commendable work.
- Was recognized as a Champion - Bringing Amex Brand to life in 2017 and was featured in "DAET Buzz " a virtual magazine.
Certification
Content Writing Certification
Timeline
Personal Banker
Barclays Global Service Centre
05.2023 - Current
Client Success Manager
Exly
09.2022 - 05.2023
Client Success Associate
Cvent
09.2021 - 04.2022
Digital Assist and Escalation-LEAD CCP
American Express
01.2016 - 08.2021
Short Term Learning - Content Writing
Henry Harvin Academy
Bachelor of Arts - Psychology
JAMSHEDPUR WOMEN'S COLLEGE
12th - Humanities
Gulmohar High School- ISC
10th - All Compulsory Subjects
RAMAKRISHNA MISSION SCHOOL- ICSE,
Personal Information
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