Namrata Singh
Client Success Manager
Pune
Summary
Experienced customer service professional with a strong background in application support, incident management, and client relations across telecom, logistics, and real estate sectors. Recognized for delivering high-quality service, resolving user issues efficiently, and maintaining strong internal and external customer relationships. Demonstrated leadership and excellence in technical support and service performance improvement.
Overview
11
11
years of professional experience
3
3
years of post-secondary education
Work History
Deputy Manager
Vodafone India Services Pvt. Ltd. (VISPL)
09.2019 - 01.2025
- Delivered first-line technical support to internal and external customers in a 24/7 environment.
- Ensured timely resolution of incidents and service requests to meet customer SLAs.
- Led customer communication during incident lifecycle, ensuring transparency and satisfaction.
- Managed a team of support analysts, conducting regular performance reviews and coaching sessions.
- Designed and implemented customer service protocols to streamline resolution workflows.
- Acted as escalation point for unresolved customer issues, coordinating with cross-functional teams.
- Conducted root cause analysis and implemented service improvements to prevent repeat issues.
- Led customer satisfaction initiatives, resulting in a measurable increase in service ratings.
- Provided strategic input into service delivery planning, aligning ITIL practices with customer needs.
- Recruited, interviewed, and hired employees, while training and mentoring new hires to foster a culture of proactive customer support and continuous engagement.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Achieved onboarding targets and monitored KPIs, taking proactive steps to address any challenges.
- Earned two Star Awards for outstanding leadership and service delivery
Business Communication Officer
Vardaan Realty - A Mittal Venture
09.2016 - 09.2018
- Managed internal communication and daily client-facing interactions.
- Ensured client satisfaction through timely ticket handling and resolution via HP-OVO and Remedy.
- Assisted application teams with customer-related operational tasks and developed SOPs to improve service quality.
- Maintained adherence to ITIL processes while improving the user experience.
Customer Service - Import & Export (Air & Ocean)
C.H. Robinson Worldwide Freight India Pvt. Ltd.
06.2014 - 11.2015
- Delivered end-to-end customer service for freight forwarding clients, ensuring timely communication and resolution.
- Maintained strong client relationships through effective coordination and support.
- Managed documentation and job closure accurately and in line with client expectations.
- Ensured high customer satisfaction by addressing inquiries and complaints efficiently.
Education
Bachelor of Business Administration (B.B.A.) -
West Bengal University of Technology
Kolkata 06.2011 - 06.2014
Skills
- Client support proficiency
- Incident & Problem Management
- Communication & Relationship Building
- Technical Troubleshooting
Accomplishments
- Star of the Month, VISPL - 02/01/20 & 08/01/23
- Former captain of the school basketball team and participant in state/university-level competitions
- Active member and secretary of school Rotary Club
- Awarded for excellence in cultural and sports activities at school/university level
Timeline
Deputy Manager
Vodafone India Services Pvt. Ltd. (VISPL)
09.2019 - 01.2025
Business Communication Officer
Vardaan Realty - A Mittal Venture
09.2016 - 09.2018
Customer Service - Import & Export (Air & Ocean)
C.H. Robinson Worldwide Freight India Pvt. Ltd.
06.2014 - 11.2015
Bachelor of Business Administration (B.B.A.) -
West Bengal University of Technology
06.2011 - 06.2014
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