Pragya Awasthi

• Optimized client onboarding: Achieved a consistent implementation rate of over 90%, surpassing the department average of 75%, by reducing onboarding time and ensuring seamless transitions.
• Boosted client satisfaction and retention: Increased client satisfaction and retention through strategic account management, proactive customer advocacy, and successful customer engagement initiatives. Surpassed the department average with a 16% portfolio turn rate compared to 28%.
• Drove product adoption: Educated clients on product features to maximize value and proactively monitored customer health to identify risks and develop improvement plans. Served as the primary point of contact to address queries and ensure ongoing satisfaction.
• Enhanced stakeholder engagement: Identified and developed relationships with Birdeye's C-suite.
• Provided comprehensive training and support: Delivered client training, ongoing support, and troubleshooting to ensure optimal customer experiences.
• Fostered customer advocacy: Identified opportunities for success stories and encouraged clients to become advocates.
• Improved customer satisfaction, retention, and revenue growth: Monitored key metrics to drive positive outcomes.
• Collaborated effectively: Worked cross-functionally to ensure a unified approach to customer success.
• Facilitated workshops: Conducted and guided workshops focused on use case exploration, business framing, and developing models for client value realization, including ROI and business value assessments.
• Resolved customer issues efficiently: Handled and resolved customer issues effectively, escalating when necessary for timely resolution.

Senior Customer Service Representative (44 months)

Promoted to Master Customer Service Representative.

• Achievements: Won multiple awards in quarterly rewards and recognition programs.
  Topped in all metrics, including C-Sat scores and Call Handling Time.
  Received numerous customer compliments for outstanding customer service.
  

Promoted to Subject Matter Expert.

• Responsibilities: Coached and mentored two batches of 25 new hires.
  Provided feedback and guidance to help new hires overcome learning curves.
  Assisted manager with efficiency reports and process refreshers.
  Led the team to improve overall performance through call monitoring and coaching.
  

Customer Service Representative (1 year)

• Developed exceptional customer service skills: Learned to connect with clients on a personal level and ensure their complete satisfaction.
• Actively sought career growth: Nominated myself for various Internal Job Postings (IJPs) as Quality Analyst and Team Leader.
• Demonstrated strong performance: Consistently exceeded expectations in basic Key Results Areas (KRAs) and implemented ideal practices to boost team performance.
• Achieved recognition: Won multiple titles in the monthly "Epic Call" contest for outstanding customer service.

Process Associate (16 months)

• Resolved credit card member inquiries: Provided timely and accurate solutions to customer inquiries.
• Ensured customer satisfaction: Delivered the best possible resolutions within estimated timeframes.
• Identified and addressed customer needs: Catered to both stated and unstated customer requirements.