Pooja Kumari
Bangalore
Summary
Customer Success Professional with 7+ years of experience in Account Management & Business Development. Expertise in managing large-scale businesses and driving upsell-cross-sell initiatives across verticals such as Telecom, BFSI, E-commerce, and SaaS industry
Overview
8
8
years of professional experience
Work History
Senior Product Compliance Associate
Amazon
10.2021 - Current
- Developed and implemented 500+ product compliance policies and procedures that comply with global regulations and industry standards
- Coordinated with cross-functional teams, such as legal, product development, and engineering, to ensure timely resolution of compliance issues
- Provided operational support to Amazon sellers addressing inquiries related to account management, product listings, order fulfillment, and policy compliance.
- Resolved seller issues and concerns promptly and effectively, ensuring a positive experience and maintaining seller satisfaction.
- Educated sellers on Amazon's tools, policies, and best practices to optimize their selling experience and drive business growth.
- Collaborated with internal teams to escalate complex issues, coordinate investigations, and provide timely resolutions to sellers.
- Utilized internal knowledge base and resources to troubleshoot technical issues, guide sellers through problem-solving steps, and resolve account-related issues.
- Documented all seller interactions and inquiries accurately in the CRM system, ensuring thorough tracking and follow-up on open cases.
- Achieved 100% target with zero errors for 3 quarters
- Achieved 140% productivity and overachieved target for continuous 6 months.
Business Development and Customer Success Manager
GetupforChange
04.2021 - 09.2021
- Developed and implemented customer success strategies to drive adoption, retention, and upsell opportunities.
- Onboarded new customers, providing personalized training and support to ensure successful implementation and utilization of the product.
- Acted as the primary point of contact for customer inquiries, escalations, and issue resolution, ensuring timely and effective resolution.
- Conducted regular check-ins with customers to assess satisfaction levels, identify opportunities for improvement, and address any concerns.
- Collaborated cross-functionally with sales, product, and support teams to advocate for customer needs and drive product enhancements based on customer feedback.
- Monitored key performance metrics, including customer satisfaction scores, usage patterns, and renewal rates, to measure the health of customer accounts and identify areas for improvement.
- Provided ongoing support and guidance to customers, answering inquiries, troubleshooting technical issues, and resolving challenges.
- Conducted training sessions and webinars to educate customers on product features, best practices, and industry trends.
- Maintained accurate records of customer interactions and feedback in CRM systems to track progress and ensure continuity of support.
Key Account Manager
Standard Chartered Bank
07.2019 - 12.2020
- Researching and identifying sales opportunities, generating leads and targeting potential clients
- Understanding consumer pain points and accordingly giving solution
- Liaising with the Marketing department in order to create a more thorough and effective sales campaign and strategy
- Proactively reached out to customers to gather feedback, address concerns, and identify opportunities for upselling or cross-selling additional products or services.
- Collaborated with internal teams to streamline processes, improve product usability, and enhance the overall customer experience.
- Explaining product and package features to the clients
- Acquired 20 new corporate in Standard Chartered Bank in just 6 months of my stint
- Achieved over 1.5 million of revenue target in the first quarter by increasing the group sales by 25%
- Achieved the cross sales of 50% of the revenue target
- Maintained less than 5% of sales error throughout.
Key Account Manager
Kotak Mahindra Bank
02.2018 - 07.2019
- Acquired Multinational corporate and maintained relationship with them in terms of banking products
- Worked on SOP and focused on selling 50+ product lines
- Maintained SLC funding and AMB
- Provided service and solutions to multinational clients.
Territory Sales Manager
Vodafone Mobile Service Ltd
04.2016 - 10.2017
- Handled territory of 40 Sites, with a revenue target of 25 lakhs and FCC target of approx.1600 per month
- Developed sales and marketing strategies to drive sales and marketing growth in assigned areas
- Provided innovative ideas and suggestions to improve the market presence
- Maintained relationships with existing customers for repeat business of over 50 lakhs
- Resolved service bottlenecks & hindrances for efficient business operation.
Education
Product Management Certification Program -
Duke University
12.2021
MBA: Marketing And HR -
Birla Institute of Technology, Ranchi
12.2016
BBA: Marketing And HR -
Birla Institute of Technology, Ranchi
12.2014
Skills
- Product Strategy
- User Research
- Customer Onboarding
- Operations
- Customer Support
- Excel
- Pivot Tables
- Salesforce
- Product Compliance
- Product Audit
- JIRA
- Hubspot
- MS Excel
- Google Analytics
- Market Research
- Sales
- Customer Relationship
- Interpersonal skills
- Negotiation
Timeline
Senior Product Compliance Associate
Amazon
10.2021 - Current
Business Development and Customer Success Manager
GetupforChange
04.2021 - 09.2021
Key Account Manager
Standard Chartered Bank
07.2019 - 12.2020
Key Account Manager
Kotak Mahindra Bank
02.2018 - 07.2019
Territory Sales Manager
Vodafone Mobile Service Ltd
04.2016 - 10.2017
Product Management Certification Program -
Duke University
MBA: Marketing And HR -
Birla Institute of Technology, Ranchi
BBA: Marketing And HR -
Birla Institute of Technology, Ranchi
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