Pinky Gautam
Gurgaon
Summary
Collaborative customer success expert with project management experience. Knowledgeable about customer success metrics and CRM reporting. Works well with multi-disciplinary teams to create innovative products.
Overview
8
8
years of professional experience
Work History
Customer Success Manager
Orgamation Technologies Private Limited
07.2021 - Current
- Leading the application and handling customer requirement along with production issue.
- Build and nature strong,long-term relationship with customers to understand their unique needs,challenges and goals.
- Guide new customers through the onboarding process, ensuring a smooth and successful start with our platform.
- Develop an in-depth understanding of our products features, capabilities and benefits to effectively educate and assist customers.
- Promoting the success of the business by regularly checking on how the company's product is meeting client's need and whether there are areas for possible improvement.
- Address and resolve customer concerns, issues and inquiries promptly and professionally.
- Educate customers and improve customer experience
- Work on AWS (Amazon Web Services) Platform and involved in Product UI/UX functionality
- Provide support by resolving the issues through tickets, chats and emails.
- Facilitated regular meetings with stakeholders to address formal agendas, meeting minutes and action item follow-ups
- Proficient in customer service software , CRM system, and other relevant tools.
- Strong understanding of SaaS- based products, mobile app development and web development.
- outstanding communication skills both written and verbal.
- Excellent Problem - Solving and decision making abilities.
Consultant Associate
UnitedLex
09.2018 - 06.2021
- Litigation of matters in various Big firms/ companies based in US
- Analysis of the Documents based on the responsiveness and not responsiveness as per the Litigation facts of the matter
- Performing Documents reviewing on privilege and confidential documents
- Managing the Contract Review Projects and Contract management projects on regular basis
- Performing various team related tasks like allocating and distribution of the assignments after creating the images of the documents
- Performing redactions on NRW and Tiff documents
- Performing Redactions on the Access files
Associate Analyst
Tech Mahindra
06.2017 - 04.2018
- Company Overview: (SBI Project)
- Provide Online support through E-mail and service tickets for SBI corporate banking services using MySQL10g as tool to find out the queries and to provide appropriate solutions
- Handled incoming queries like merchant transactions, tax transactions for ICEGATE and OLTAS from the clients namely IOCL, HPCL, BPCL etc
- Both on tickets and emails and took appropriate actions accordingly
- Managed to solve their transaction related queries such as NEFT, RTGS, IMPS etc regardless of the complexities within given time
- (SBI Project)
Education
LLB -
B.S.A College - B.R. Ambedkar University
01.2016
M.Com -
CCS University
01.2015
B.Com -
CCS University
01.2013
Skills
- SaaS
- CRM Software
- Business Process
- Data Modeling
- Project Management
- Risk Management
- Incident Management
- Escalation Management
- Multi-tasking
- Problem-solving
- Critical Thinking
- Performance Tuning
Technologies & Tools
- SaaS
- Microsoft Sql Server
- Jira
- ServiceNow
- GIT
- Business Objects
- CRM
- Data Analysis
- Debugging
- Application Support
Languages
Hindi
English
Hobbies and Interests
- Reading
- Travelling
- Painting
Timeline
Customer Success Manager
Orgamation Technologies Private Limited
07.2021 - Current
Consultant Associate
UnitedLex
09.2018 - 06.2021
Associate Analyst
Tech Mahindra
06.2017 - 04.2018
M.Com -
CCS University
B.Com -
CCS University
LLB -
B.S.A College - B.R. Ambedkar University
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