Prashant Sharma
New Delhi
Summary
Results-driven management professional with a proven ability to lead teams toward success while enhancing operational efficiency and collaboration. Expertise in strategic planning and process improvement fosters a culture of accountability and excellence, ensuring consistent achievement of organizational goals. Known for adaptability in dynamic environments, effectively responding to evolving business needs while maintaining focus on measurable outcomes. Strong communicator with exceptional organizational skills, dedicated to driving project success and cultivating productive work environments.
Overview
13
13
years of professional experience
Work History
Manager - Onboarding
SingleInterface
09.2024 - Current
- Managed the end-to-end onboarding process for enterprise-level clients, ensuring a seamless and personalized experience from contract signing to full implementation.
- Improved employee satisfaction scores related to the onboarding experience, as measured through post-onboarding surveys.
- Created customized onboarding plans for each enterprise client, including detailed timelines, milestones, and specific requirements, to ensure a smooth transition and successful product launch.
- Provided feedback to internal teams based on client experiences, contributing to product enhancements and improving the overall client onboarding process.
- Accomplished multiple tasks within established timeframes.
- Managed and motivated employees to be productive and engaged in work.
Customer Success Manager
Birdeye India pvt Ltd.
07.2022 - 09.2024
- Handling Onboarding for a product designed by Birdeye. Connecting with clients and making sure to resolve any concern they have.
- Assisting clients in seamlessly integrating their systems with the Birdeye platform, thereby streamlining their processes.
- Cultivated strong customer relationships by addressing concerns promptly, enhancing retention rates. Reduced churn by analyzing and mitigating attrition reasons.
- Re-onboarding clients to ensures they stay informed about product enhancements and helps familiarize their new staff with using the product.
- Taking charge of driving product adoption, fostering account growth and ensuring overall account success. Help customers implement CRM integrations with the Birdeye platform and use the platform to it's maximum.
- Facilitating ROI meetings with clients to oversee account renewals, retention and assist them in comprehending the value they've derived from the product.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Established strong relationships with key customers, resulting in increased customer loyalty.
Customer Service Expert
Encore Capital Group
10.2017 - 06.2022
- Monitored accounts for compliance with established payment plans and flagged non-compliances.
- Counseled debtors on payment options and arranged installment agreements.
- Excellent communication and people skills.
- Invited by Director of the Organization for tea consecutively 2 times.
- Elite Collector Award from Midland Credit Management
- Worked closely with management to establish performance goals aligned with organizational objectives; regularly monitored progress toward these benchmarks.
- Led team meetings to discuss ongoing challenges and develop innovative solutions for improved results.
Customer Service Specialist
American Express India pvt ltd
03.2013 - 08.2017
- Act as the main point of contact for escalated issues, ensuring timely and satisfactory resolution.
- Monitor and maintain adherence to SLA metrics to ensure high service standards.
- Focus on delivering excellent customer service to maintain and improve the NPS.
- Gather feedback from clients and implement strategies to enhance their overall experience.
- Work closely with other departments to ensure seamless resolution of client issues.
- Prepare reports on escalation trends and suggest improvements based on data analysis.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
Education
Bachelor - Business Management
Garden City College, Bangalore University
05.2011
Skills
- Salesforce expertise
- SaaS expertise
- Client relationship management
- HubSpot proficiency
- Team leadership
- Collaborative team management
- Effective time management
- Strategic decision-making
- Service excellence
Tools
SalesForce, JIRA, PowerBI, MS Office, Zoom, ADP
Timeline
Manager - Onboarding
SingleInterface
09.2024 - Current
Customer Success Manager
Birdeye India pvt Ltd.
07.2022 - 09.2024
Customer Service Expert
Encore Capital Group
10.2017 - 06.2022
Customer Service Specialist
American Express India pvt ltd
03.2013 - 08.2017
Bachelor - Business Management
Garden City College, Bangalore University
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