Nihar Srivastava

Setting of a SMB startup role of a Communications, Customer Success (Learners) and overall Program Management, acted as the primary point of contact for two batches of 300+ Learners pursuing a course in Artificial Intelligence and Machine Learning and Data Science.

The role demanded working on the foreground with the several learners, understanding their challenges and customizing an action plan for them. In the background I was responsible for releasing the course content, planning sessions, evaluating feedback, coaching the learners (Customers) based on their individual challenges; since this was a role in a SMB start-up, I was also coordinating timely with academic, course content, evaluation team and also the mentors.

The role also demanded best of problem-solving, effective communication, strategizing for learner success and my performance was measured on batch completion rate/customer success rate, NPS, and the performance of learners.

• Monitored metrics and developed actionable insights to improve efficiency and performance.
• Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
• Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
• Assisted customers with onboarding and product setup to foster successful adoption and usage.
• Established strong relationships with key customers, resulting in increased customer loyalty.
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.

Went through hands-on detailed training myself for the product Google Ads and learnt the product at a glance i.e Google Ads, Merchant Center and Google Analytics. Handled the US market, and communicated with American customers/advertisers.

Was responsible for onboarding new customers(advertisers) on the Google Ads Platform, understanding their business goals and accordingly suggesting and helping them customize and build their advertising accounts on Google. Adding to overall Customer Success with the product.

Main responsibilities included working on a support ticketing system of Google, working on 30 tickets at once, framing, writing, talking to customers about their advertising needs via email and sometimes phone.

The responses had to be tailored and detailed for each advertiser as Google provided SaaS, i.e Google Ads. This required in depth knowledge of campaign creation and management.

• Strengthened communication skills through regular interactions with others.
• Identified issues, analyzed information and provided solutions to problems.
• Demonstrated leadership skills in managing projects from concept to completion.
• Participated in team projects, demonstrating ability to work collaboratively and effectively.
• Skilled at working independently and collaboratively in team environment.

Role included understanding the workings of SEO, landing page experience, Ahrefs, problem solving around keyword research, and basics of SEO and managing customer success through and through.

After learning basics of SEO, I was appointed as the Sr. Seo Executive Communications Manager to design online business strategy for clients.

I was responsible for handling a team and managing the

integrations and transformation goals of the clients website. Responsibilities included, collecting and reviewing SEO accounts of respective advertisers.

Increased customer engagement, adaptability and experience by 35%.

• Reviewed and optimized client sites to improve keyword targeting URL strategies, website architecture and content.
• Created dynamic SEO strategies to exceed market competitors and meet client needs.
• Provided detailed reporting and analyses on client website demographics and statistics using Google Analytics.
• Liaised with clients during pre-sales work and throughout active campaigns.

Handled Customer Engagement and Success with the SMB brand, specializing in export and import of textiles.

Core duties involved, understanding the stated and unstated needs of the clients. Advertising and selling desired textiles, creating textile orders, maintaining a database of catalogs, sending catalog orders to Merchants for customization based upon client request.

Managed over 200 client accounts, with the ticketing system.

Up-selling and cross sales, with exceptional customer service and interacting with the clients was also a part of my responsibility.

• Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
• Demonstrated products to show potential customers benefits and advantages and encourage purchases.
• Achieved sales goals and service targets by cultivating and securing new customer relationships.
• Managed production of leaflets, posters and newsletters.

Managed overall functioning from onboarding, engagement and retention of American Express Corporate Card members located in the US and Canadian Market.

Learned exceptional customer service skills as a resultant of the brand value AMEX has all across the Globe. Applied critical thinking and problem solving skills to deal with wide variety of customers, some difficult and some delightful; the goal was to leave every customer with a smile on their faces based on the interaction and service provided.

Was able to handle the additional responsibility of a Subject Matter Expert, managing critical metrics such as, Customer Satisfaction Score, Net Promoter Score, Call handling time, up to 200 calls in a day, worked on service requests and call backs to dissatisfied and tricky customers.

Skills developed was seeing the white elephant in the room and understanding the deeper unstated needs of the customer and going over and beyond to provide world-class customer service that hardly any credit card company in the world was able to provide in those days and even now.

• Engaged clients in person and over phone to answer questions and address complaints.
• Leveraged consistent, successful strategies to meet and exceed performance goals.
• Watched flagged customer accounts to monitor ongoing issues and deploy newfound solutions for outstanding concerns.
• Coached new team members on service techniques and provided scoring through quality assurance program.
• Promoted to Subject Matter Expert of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.

Sitel was the BPO vendor for the US based Credit Bureau- Equifax.

Roles included interacting with US and Canada based customers, screening their credit reports and selling the product such as Auto Fraud alert, credit report plans for individual and family plans.

Took over 150 customer calls per day.

Each sale was incentivized, a major part of the role also included handling customer escalations, dissatisfaction, retention and success.

• Assisted call-in customers with questions and orders.
• Described product highlights and benefits to help guide purchasing decisions.
• Maintained accurate and current customer account data with manual forms processing and digital information updates.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Established strong relationships with key customers, resulting in increased customer loyalty.
• Created customer support strategies to increase customer retention.