Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
7
7
years of professional experience
5
5
years of post-secondary education
Work History
Customer Success Manager
Dess Technologies Pvt Ltd
Mumbai
12.2021 - Current
Handling a team of Customer Success Associates and managing a portfolio of 250+ accounts.
Working with major groups in India like Tata, Birla, GMR, K Raheja Corp., etc
Closely working with C-level executives and dealing with the board of directors of the various leading boards in India.
Handled serious escalations to lower or maintain the lowest possible churn rate.
Working on cross-sell and up-sell opportunities for existing revenue enhancement.
Closely working with the accounts team for outstanding payment collection
Undergone hardcore negotiations with the unpaid accounts on debt recovery
Closely work with the internal teams to bridge the gap between the client requirements and the actual delivery.
Attended major events and represented the Dess Digital Meetings tool.
Closely working with the MD of the company on leveraging associations with various high-profile individuals and partners.
Led process improvement and problem-solving efforts to create standard procedures for the team.
Monitored metrics and developed actionable insights to improve efficiency and performance.
played an instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
Collecting client testimonials and references.
Team Leader- Client Servicing Dept.
Crimson Interactive Pvt Ltd
Mumbai
02.2017 - 11.2021
Title :- Team Leader-(Client Servicing Dept)- Jul-19 to Nov-21
Appointed as Team Leader for China and Taiwan. China being the Tier-1 region
Worked as a single point of contact for the China region and was accountable for all CS-related activities.
Led a team size of around 8–10 Indian employees along with 4-5 off-shore employees
Held responsible for B2C as well as B2B accounts of China, closely monitored the performance of these accounts by doing a periodic analysis and shared the same with Sales members.
Closely worked with other depts. such as Project Management, Sales, Quality, Payments, Accounts, Marketing and IT/Technology for various projects and B2B onboarding.
Responsible for smooth B2B onboarding until the account is live with a successful resolution of all the technical queries in the process.
Handled team consultations and escalations on a daily basis.
Shared quarterly and yearly feedback with the team members on their performance.
Closely worked with the AGM and VP for the region's growth.
Used to maintain weekly and monthly KPI data for the team and present it to the managers.
Introduced and implemented an employee engagement tool at the company level. This tool has been used by all the employees throughout the organization.
Title :- Senior Business Associate Global Operations (Client Servicing Dept)- Jul-18 to Jun-19
Assisted the clients from Asia and the rest of the global regions in providing quotations and handling live queries and requests related to the services via email and phone.
Undertaken follow-ups with Brazil and Germany clients for non-confirmed editing inquiries via emails and calls. I have converted many high-volume inquiries over the calls.
Made extensive CS Training module for all the new comers in CS dept.
Assisted the team leader in various non-operational tasks.
Maintained monthly reports of Key Global Publisher clients and used to share them with the VP of the company.
Title :- Business Associate Global Operations (Client Servicing Dept)- Feb-17 to Jun-18
Handled Asian and global clients with all operational needs, from sharing quotations to follow-ups to handling complaints.