Nayamat Sabharwal
Delhi
Summary
Bachelor’s in Business Administration from the Institute of Information Technology and Management.
With more than 13 years of experience in Customer Success, Sales, and Customer Relationship Management. Started working with Birdeye in 2019 as a Senior Customer Success Specialist and got promoted to a Team Lead role in 2023.
Specialized in retaining clients, and ensuring consistent results throughout their journey.
Sharp acumen in managing business operations with a focus on top and bottom-line performance.
Ability to walk an extra mile and contribute ideas toward achieving business excellence.
Overview
13
13
years of professional experience
Work History
Team Leader
Birdeye Software India Private Limited
Gurgaon
12.2019 - Current
- Handling a team of five people with over fifty accounts.
- Managing accounts with an annual contract value exceeding $25,000.
- Providing onboarding support for commercial and enterprise clients, utilizing Birdeye Software.
- Monitored account health and reached out to low adoption customers based on key metrics.
- Ensure ongoing support and retention for assigned accounts.
- Conduct quarterly business reviews to demonstrate BirdEye platform value and minimize churn.
- Identifying upselling opportunities by evaluating client needs for additional products.
- Facilitated ad-hoc training sessions on Bird eye platform functionalities.
- Assisted customers in implementing integrations with the Birdeye platform.
- Fostered a positive team environment by encouraging collaboration and support among members.
Master Customer Care Professional
American Express Private Limited
Gurgaon
02.2016 - 05.2019
- As a Technical expert, helped the card members with technical difficulties that they face on the American Express website.
- As a Resident Expert, mentor team members with regular coaching and feedback.
- Responsible for planning regular Team Huddles to discuss the team goals.
- Listening to the detractor calls of representatives and finding the areas of improvement and documenting the same.
- Regularly monitoring the skill of the process to ensure no call avoidance and proper hygiene.
- Ran 'Relationship Care' as a project in the process to make sure customer's unstated need can be enhanced accordingly.
- Responsible for Work Force management where meeting shrinkage, abandon percentage etc. is maintained effectively.
- Meeting targets on regular basis and aiming for Customer First Resolution to meet the standards of American Express.
- Creating an environment and culture within the process matching the blue box values.
- Organize Employee Engagement Activities.
Retail Sales Manager
Times Internet Limited- Dineout
03.2015 - 02.2016
- Handled a Sales profile for the Dineout Venture for Delhi-NCR.
- Getting stand-alone properties and five stars collaborated with Dineout.
- Increasing the conversion rate per lead.
- Generated leads by doing cold calls in the market.
- Handled Promotion Activities for different restaurants.
Senior Executive
Infoedge India Limited- NaukriGulf.com
Noida
06.2012 - 03.2015
- Handling a leads process of CONTACT US in Naukrigulf.com, which is a division of InfoEdge India Pvt. Ltd.
- Handling a leads process of MAILERS in Naukrigulf.com, which is a division of InfoEdge India Pvt. Ltd.
- Handling a leads process of GULF INBOUND in Naukrigulf.com, which is a division of InfoEdge India Pvt. Ltd.
- Handling a team of 10 people with an annual target of 2,60,00,000 INR.
- Preparing weekly Business MIS and collating of data for the entire leads processes of naukrigulf.com.
- Understanding the coverage and conversion of leads on daily basis.
- Increasing the conversion rate per lead.
- Focusing on team management and reduction of attrition.
Education
Bachelor's of Business Administration -
Institute of Information Technology & Management
New Delhi05.2012
Skills
- People management
- Escalation management
- Client servicing
- Product management
- Process improvement
- Account management
Accomplishments
- Awarded Ambassador of Q3 in the year 2017 at American Express.
- Awarded as the Blue Box Champion of Q1 in the year of 2018 at American Express.
Hobbies and Interests
Photography, Travelling Expeditions
Timeline
Team Leader
Birdeye Software India Private Limited
12.2019 - Current
Master Customer Care Professional
American Express Private Limited
02.2016 - 05.2019
Retail Sales Manager
Times Internet Limited- Dineout
03.2015 - 02.2016
Senior Executive
Infoedge India Limited- NaukriGulf.com
06.2012 - 03.2015
Bachelor's of Business Administration -
Institute of Information Technology & Management
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