Nitin Vernekar
Sr Customer Success Manager
Karwar
Summary
Sr Customer Success Manager with 14 years of experience driving client engagement and operational excellence. Proven success in managing services, resolving escalations, and advocating for client needs. Adept at collaborating with the network team, billing, Incident management and key stakeholders to ensure a seamless customer experience.
Overview
15
15
years of professional experience
2
2
Certifications
5
5
Languages
Work History
Sr Customer Success Manager
Verizon/HCL Technologies
09.2018 - 12.2024
- Create engagement strategies with clients to develop a professional relationship through the provision of product and operational services, training, and customer services
- POC for Customer escalations and concerns and seeking to improve all aspects of the customer experience with the company
- Lead collaboration with technical support, billing and other key stakeholders
- Handling disconnection queries/Circuit upgrades-downgrades/Bandwidth queries/PO management
- Managing Services and their performance/outages/SLA/Incident management
- Helping the Customers to on-board them into Verizon Digital Platform (VEC) and train them to navigate the system
- Drive process improvement & projects
Underwriter Reinsurance
Takaful International General Insurance LTD
04.2017 - 06.2017
- Managing Reinsurance Accounting systems and Underwriting related queries
- Handle high claims volumes as a result of catastrophic losses
- Preparing quarterly management accounts
- Handle high claims volumes due to catastrophic losses
- Year-end account calculations for proportional and non-proportional treaties like commission calculations, profit commissions & Adjustment premiums
Assistant Manager
Bharti AXA General Insurance
12.2015 - 12.2017
- Reinsurance Accounting/Operations
- Collating data for Surplus treaty statement of accounts preparation(Quarterly)
- Preparing minimum deposit premium information for yearly settlement
- Preparing profit commission statements
- Reinsurance account recoveries/payable
- Notifying large claims & Cash call claims to the claims team
- Obtaining tax forms from Reinsurer (Eg - Form 10F, PED for double tax avoidance)
Senior Reinsurance analyst
Swiss Reinsurance PVT LTD
08.2011 - 08.2015
- Handled China/South Korea portfolios which involved end-to-end accounting process
- Dealt with premiums & claims validation (SOA reported)
- Accounting the claims & premiums & Inducting data in Workflow tool
- Quarterly invoicing and handling accounts receivable/payable
- Preparing agenda and conducting monthly meetings with the Business service team (China & South Korea)
- Conducting quarterly unit overviews & sharing the KPI's dashboard with management
- Investigating account discrepancies & resolving them with brokers/clients
Process Executive
Infosys BPO
01.2010 - 08.2011
- Worked as Billing advisor for British Telecom
- Advice the Customer on their billing concerns and help resolve them
- Work closely with the retention team and ensure Customer Satisfaction
- Having excellent communication across departments/channels
- Encourage the Customer to participate in CSAT call
Education
Bachelors in Commerce -
Divekar College of Commerce
Karwar 05.2006 - 2009.06
Skills
Certification
ITIL V4 from Axelos
Extra-Curricular Activities
Corporate Social Responsibility, Verizon, Bangalore, Karnataka, India, 01/01/19 to 12/31/19
Gallup strength finder
- Communication
- Responsibility
- Harmony
- Belief
- Consistency
Timeline
Scrum Master from Scrum Alliance
01-2021
ITIL V4 from Axelos
01-2019
Sr Customer Success Manager
Verizon/HCL Technologies
09.2018 - 12.2024
Underwriter Reinsurance
Takaful International General Insurance LTD
04.2017 - 06.2017
Assistant Manager
Bharti AXA General Insurance
12.2015 - 12.2017
Senior Reinsurance analyst
Swiss Reinsurance PVT LTD
08.2011 - 08.2015
Process Executive
Infosys BPO
01.2010 - 08.2011
Bachelors in Commerce -
Divekar College of Commerce
05.2006 - 2009.06
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