Pratik Hemchandra Keni
Customer Success & Operations Specialist | SaaS, Hospitality, Events | CRM, Excel, Executive Support
Mumbai
Summary
Customer-centric professional with 10+ years of experience in SaaS, hospitality, and event management. Proven success in client onboarding, escalation resolution, and executive assistance. Skilled in CRM tools, reporting dashboards, and cross-functional coordination. Adept at improving customer satisfaction, streamlining operations, and supporting leadership. Seeking remote/hybrid roles in Customer Success, Operations, or Executive Support.
Overview
2023
2023
years of professional experience
5
5
Certifications
3
3
Languages
Work History
Executive Assistant & Client Success Executive
Welcome Cure
2024 - 2025
- Company Overview: Homeopathy SaaS & Telemedicine
- Supported Managing Director with scheduling, confidential communication, and daily operations.
- Delivered 30+ product demos monthly, improving onboarding efficiency by 25%.
- Resolved 50+ client escalations with 90% satisfaction rate.
- Coordinated with IT and internal teams for technical troubleshooting and client queries.
Event Operations Specialist
KHS Holidays
01.2022 - 01.2023
- Company Overview: KHS Holidays & Corporate Clients
- Managed logistics for 200+ guests across 5+ corporate events with zero escalation.
- Coordinated travel, stay, and local arrangements for smooth client experience.
- Delivered end-to-end operational support for successful event execution.
Assistant Manager
Ekadanta Amrutulya Tea House & Lush International
01.2015 - 01.2023
- Company Overview: Client Relations & Operations
- Built long-term client relationships, driving 40% repeat business.
- Delivered personalized hospitality and consulting services to corporate clients.
- Led SOP design, staff training, and vendor negotiations for service quality improvement.
- Supported high-value client engagements, travel desk, and event logistics.
Operations & Client Support Executive
BookEventz
02.2020 - 10.2020
- Company Overview: Event Tech Platform
- Acted as primary contact for client event requirements and vendor coordination.
- Managed 100+ vendor interactions, ensuring 95% event success rate.
- Enhanced customer experience through timely updates and clear communication.
- Maintained high client retention through proactive support and escalation handling.
Education
Bachelor of Science (B.Sc.) - Hospitality Administration & Management
Indira Gandhi National Open University (IGNOU)
01.2013
Skills
Customer Success Management
Certification
Customer Success Management Fundamentals – LinkedIn (2025)
Career Objective
To contribute to customer success, operational excellence, and executive support in a remote/hybrid role that values empathy, structure, and service delivery. Committed to continuous improvement and long-term career growth.
Timeline
Event Operations Specialist
KHS Holidays
01.2022 - 01.2023
Operations & Client Support Executive
BookEventz
02.2020 - 10.2020
Assistant Manager
Ekadanta Amrutulya Tea House & Lush International
01.2015 - 01.2023
Executive Assistant & Client Success Executive
Welcome Cure
2024 - 2025
Bachelor of Science (B.Sc.) - Hospitality Administration & Management
Indira Gandhi National Open University (IGNOU)