Nawal Arora
Product Lead & Technical Account Manager
Hyderabad
Summary
Dynamic Leader with Expertise in Client Service & Operational Excellence. Proven track record at Zenoti and Amazon, enhancing client satisfaction by 20% through strategic service improvements and effective team leadership. Skilled in managing client relationships post-sale, optimizing processes, and leading cross-functional teams to ensure timely and high-quality service delivery. Experienced in coaching and mentoring teams, resolving complex client issues, and driving continuous operational improvements. Strong communicator with a focus on building trust, fostering collaboration, and aligning team performance with organizational goals.
Overview
7
7
years of professional experience
2
2
Languages
Work History
Product Lead
Zenoti
09.2024 - Current
- Customer Portfolio Management:
Oversee a customer portfolio worth $824,700 across the US, UK, Canada, and India.
Build and maintain strong relationships to ensure long-term engagement and satisfaction. - Key Responsibilities:
Lead onboarding processes, reducing onboarding time significantly.
Drive growth through strategic upselling, cross-selling, and product enhancements.
Spearhead payroll and integration solutions for operational efficiency.
Provide strategic consultation for business expansion and software usage optimization.
Plan and execute strategies to align customer goals with Zenoti’s offerings. - Team Management:
Manage a team of 5 Customer Support Representatives.
Monitor performance, provide coaching, and implement best practices for efficiency. - Achievements:
Enhanced client retention through personalized engagement strategies.
Improved satisfaction scores by launching key product updates and enhancements.
Reduced software-related issues, increasing customer satisfaction by 20%.
Senior Product Support Specialist
Zenoti
08.2022 - 09.2024
- Achievements:
Reduced onboarding time from 6 weeks to 2 weeks and costs from $500 to $350 per location.
Enhanced customer satisfaction scores by implementing feedback-driven improvements.
Successfully managed a team of 5 specialists, driving consistent performance and efficiency. - Core Responsibilities:
Provided product support, account management, and strategic planning for existing and new customers.
Conducted weekly and bi-weekly business reviews to analyze sales, payroll, inventory, and product performance.
Collaborated with Sales, Pre-live, Services, and Customer Success teams to ensure seamless customer onboarding and ongoing operations.
Contributed to process enhancements and business expansions in line with customer demands and expectations.
Group Manager
Amazon
10.2019 - 07.2020
- Defined and implemented strategies to reduce park rates, lower customer handling times, and improve resolution rates.
- Worked with a team of 7 Team Managers and 130 CSAs to achieve a record RAP (Customer Query Resolve Rate) of 88% for 4 consecutive weeks.
- Developed a new hold-time reduction process for chat and message mediums, reducing average hold time from 180 seconds to 45 seconds.
- Created and analyzed monthly and quarterly team performance reports, identifying and bridging performance gaps.
- Assisted in implementing BOT techniques and automated systems for improved query resolution and operational efficiency.
Team Lead
Amazon
04.2018 - 08.2019
- Managed a team of 25 CSAs handling chat operations, driving performance improvements and customer satisfaction.
- Implemented negative feedback reduction programs, improving site performance metrics significantly.
- Collaborated with ACES team to transition processes and streamline operational workflows, creating knowledge center articles for improved efficiency.
Education
MBA - Marketing & Operations
IBS, Hyderabad
04.2001 -
B.E. - Mechanical Engineering
SSIPMT
04.2001 -
Skills
Product Strategy & Enhancement
Timeline
Product Lead
Zenoti
09.2024 - Current
Senior Product Support Specialist
Zenoti
08.2022 - 09.2024
Group Manager
Amazon
10.2019 - 07.2020
Team Lead
Amazon
04.2018 - 08.2019
MBA - Marketing & Operations
IBS, Hyderabad
04.2001 -
B.E. - Mechanical Engineering
SSIPMT
04.2001 -
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