Salesforce
Pooja Hawaldar
Client Service Manager
Bengaluru
Summary
Experienced Client Service Manager with 3+ years of experience in managing client relationships and ensuring customer satisfaction. Skilled in building rapport with clients, resolving issues promptly, and optimizing processes to enhance overall client experience. Seeking to leverage expertise to contribute to a dynamic team and drive client success.
Overview
10
10
years of professional experience
Work History
Client Service Manager
Akamai Technology
05.2020 - Current
- Managed a portfolio of 150+ clients, ensuring high levels of satisfaction and retention.
- Acted as the primary point of contact for clients, addressing inquiries, concerns, and requests in a timely and professional manner.
- Developed and maintained strong relationships with key client stakeholders to understand their needs and align services accordingly.
- Led cross-functional teams to deliver solutions and resolve client issues, coordinating efforts across departments to ensure seamless service delivery.
- Implemented process improvements to streamline client onboarding, support, and communication, resulting in increased efficiency and client satisfaction.
- Monitored client performance metrics, providing regular reports and insights to drive strategic decision-making and identify areas for improvement.
- Conducted regular client meetings to review service performance, gather feedback, and identify opportunities for upselling or cross-selling additional services.
- Handled client inquiries and escalated issues as needed to ensure timely resolution and maintain high levels of satisfaction.
- Assisted in the development of client training materials and resources to enhance their understanding of products or services.
Process Analyst
DIAGEO-United Spirits
06.2019 - 04.2020
- Created process documents for continuous improvement among team members.
- Conducted root cause analyses to pinpoint underlying problems within existing processes, enabling targeted improvements.
- Reduced operational costs with thorough analysis of existing processes, recommending cost-effective changes.
- Improved process efficiency by analyzing workflows and identifying areas for optimization.
IT Analyst
DXC Technology
05.2014 - 08.2017
- Mentored junior staff within the IT department, guiding career growth through hands-on training exercises and constructive feedback sessions.
- Promoted collaboration among IT team members, facilitating knowledge sharing and skill development opportunities.
- Decreased downtime by proactively identifying potential IT issues and implementing preventative measures.
- Developed comprehensive disaster recovery strategies that ensured business continuity during unexpected events or system failures.
- Collaborated with cross-functional teams to ensure timely project delivery and client satisfaction.
- Troubleshot Domain Issues(PC Domain join and setup)
- Installed system updates to address vulnerabilities and reduce security issues.
- Participated in internal audits regarding quality management system.(Case Audits)
- Support with Outlook 2013 & 2016 configuration
- Managed mobility services (Air watch MDM agent and Air watch administration)
- Support with VPN Services - Pulse Secure
- Support with User password queries(Active Directory)
- Oversee user backup and recovery of critical data.
- Support with Installation & Configuration of office network printers, SAP printers.
Education
Bachelor of Engineering - Computer Science
B VBhoomaraddi College Of Engineering & Technology
Hubli, India 04.2001 -
Skills
Client Relationship Management
Handling Escalations
Communication and Interpersonal Skills
Problem-Solving and Conflict Resolution
Project Management
Team Leadership and Collaboration
Process Improvement
Data Analysis and Reporting
Customer Service Excellence
Account Management
Training and mentoring
Cross-Functional Teamwork
Salesforce
Software
Timeline
Client Service Manager
Akamai Technology
05.2020 - Current
Process Analyst
DIAGEO-United Spirits
06.2019 - 04.2020
IT Analyst
DXC Technology
05.2014 - 08.2017
Bachelor of Engineering - Computer Science
B VBhoomaraddi College Of Engineering & Technology
04.2001 -