Penelope Verma
Madipakkam
Summary
Customer success and account management professional with over 6 years of experience in managing enterprise and SMB customer relationships. Expertise in driving account growth through upselling and cross-selling while delivering exceptional customer experiences. Proven ability in consultative selling, stakeholder management, and leveraging customer insights to identify expansion opportunities. Strong background in process optimization, billing service delivery, and team leadership, focused on enhancing client satisfaction and operational efficiency.
Overview
13
13
years of professional experience
Work History
Senior Analyst - Account Manager
Foodhub Software Solutions
12.2019 - Current
- Managed a portfolio of 40-60 SMB accounts across North America daily.
- Delivered 95-97% retention using proactive account management and rapid issue resolution.
- Generated ₹40-60 lakh annual incremental revenue through targeted cross-selling and upselling.
- Held 20-25 customer meetings and product reviews weekly by phone and video.
- Increased product adoption 20-30% within accounts using consultative recommendations.
- Onboarded 25-35 new customers annually to support smooth implementation.
- Managed an annual portfolio valued around ₹3-5 crore for accounts.
- Maintained 95%+ forecast accuracy and shared weekly pipeline reports.
- Achieved 100-110% of quarterly revenue targets for consecutive quarters.
- Coordinated with cross-functional teams to maintain 98% SLA compliance.
- Executed 35-50 outbound touchpoints daily via calls, emails, and virtual meetings.
- Managed an active ₹50 lakh-₹1 crore expansion pipeline at all times.
- Converted 10-15 upsell opportunities each quarter through focused follow-ups.
- Sustained CSAT above 4.5/5 or 90%+ through consistent support.
- Supported customer satisfaction by maintaining responsive service throughout each cycle.
Associate - Billing Service Delivery
Synapse
06.2018 - 11.2019
- Processed and resolved medical billing claims utilizing proprietary platform for efficiency.
- Managed aged and high-value claims to ensure accuracy and timely resolution.
- Coordinated with stakeholders to address front-end claim rejections effectively.
- Streamlined billing processes, enhancing accuracy and reducing turnaround times.
Team Lead - Resourcing
Merit Software Services Pvt. Ltd.
11.2013 - 04.2018
- Spearheaded recruitment efforts for diverse client accounts, ensuring industry-specific sourcing strategies.
- Cultivated strong client and candidate relationships to align with unique hiring needs.
- Leveraged major job portals to attract and secure top-tier talent efficiently.
- Mentored new team members, boosting overall productivity and service quality.
- Compiled daily recruitment reports to track performance metrics accurately.
Education
Bachelor of Arts - English
IIVET
2023
Skills
- Client relationship management
- Service excellence
- Process optimization
- Business operations support
- Strategic development
- Team leadership
- Stakeholder communication
- Client onboarding
- Project management
- Business analysis
- Project leadership
- Operations analysis
- Customer success management
- Pipeline management
- Consultative selling
- Revenue attainment
- Customer research and insights
- New user acquisition
- CRM management
- Forecasting and reporting
- Stakeholder management
- Data-driven decision making
Languages
English
Tamil
Timeline
Senior Analyst - Account Manager
Foodhub Software Solutions
12.2019 - Current
Associate - Billing Service Delivery
Synapse
06.2018 - 11.2019
Team Lead - Resourcing
Merit Software Services Pvt. Ltd.
11.2013 - 04.2018
Bachelor of Arts - English
IIVET