Prerana Bisht
Noida
Summary
Customer Success Manager known for productively and efficiently completing tasks. Specializes in relationship building, customer retention strategies, and problem-solving techniques. Excels in communication, empathy, and adaptability to ensure customer satisfaction and loyalty. Committed to leveraging these skills to support company growth and client success.
Overview
8
8
years of professional experience
Work History
Customer Success Manager
Wave BL
Noida
06.2022 - Current
- Onboarded new clients, achieving 85% retention on SaaS blockchain platform.
- Managed portfolio of 250+ enterprise and SMB clients, generating over $100K in monthly revenue.
- Monitored client health scores and implemented proactive strategies to enhance engagement and reduce churn.
- Drove product adoption through training sessions, webinars, campaigns, and ongoing engagement initiatives.
- Built strong client relationships that contributed to high customer retention and long-term account growth.
- Conducted regular business reviews with clients to assess performance and align objectives.
- Partnered with customers throughout renewal cycles, ensuring continued value realization and sustained engagement.
- Managed the end-to-end implementation process, collaborating with internal teams and customers to achieve business objectives.
- Identified cross-sell and up-sell opportunities by understanding customer needs and aligning solutions with business goals.
- Delivered tailored training sessions to facilitate effective product usage and adoption.
- Provided training on product updates and feature releases to ensure consistent service delivery.
- Resolved client escalations promptly, maintaining high levels of satisfaction.
Customer Support Executive
iEnergizer
Noida
10.2019 - 06.2022
- Handled customer escalations regarding bill disputes and technical queries at T-Mobile, a premier U.S. network provider.
- Maintaining a steady query resolve rate and various KPIs, thereby ensuring an increase in customer satisfaction level by more than 65% on a monthly basis.
- Ensured high customer satisfaction by addressing inquiries, stock queries, and complaints efficiently.
- Built and maintained excellent relationships with customers, promoting high levels of customer retention.
- Negotiated solutions in cases of disputes or dissatisfaction, maintaining positive customer relations.
- Assisted customers during strategic merger between T-Mobile and Sprint, contributing to seamless service continuity.
- T-Mobile
Customer Service Representative
Cogent E- Services Pvt. Ltd
Noida
10.2018 - 07.2019
- Worked as a Provided customer service at Zomato Customer Delight Executive. Managing the team to handle end-to-end client relationships including pitching, negotiation, and contracting, billing/ invoicing, payment collection and troubleshooting.
- Resolved service issues promptly to maximise customer satisfaction.
- Handled high-volume telephone chats to address and resolve customer queries.
- Optimised delivery schedules in coordination with logistics teams, reducing wait times and enhancing customer satisfaction.
- Streamlined communication channels between departments for timely resolution of customer issues.
- Followed scripts and processes to uphold brand standards.
- Zomato
Education
MBA -
Manipal University
Noida, Uttar Pradesh06-2026
Bachelor of Arts -
IGNOU University
New Delhi01-2021
Higher Secondary - Class XII
Uttarakhand Board
Almora, Uttarakhand01-2016
Secondary - Class X
Uttarakhand Board
Almora, Uttarakhand01-2014
Skills
- Client relationship management
- Customer retention
- User adoption strategies
- Customer satisfaction metrics
- Customer feedback analysis
- Financial forecasting
- Excel proficiency
- CRM software
- Customer engagement
- Cross-functional coordination
- Strategic communications
- Customer training
- Communication excellence
Hobbies and Interests
- Practicing meditation and mindfulness for focus and well-being
- Fitness and gym workouts
- Music or podcasts
Languages
- Hindi, Proficient
- English, Proficient
Personal Information
- Date of Birth: 05/02/99
- Gender: Female
- Nationality: Indian
- Marital Status: Unmarried
Timeline
Customer Success Manager
Wave BL
06.2022 - Current
Customer Support Executive
iEnergizer
10.2019 - 06.2022
Customer Service Representative
Cogent E- Services Pvt. Ltd
10.2018 - 07.2019
MBA -
Manipal University
Bachelor of Arts -
IGNOU University
Higher Secondary - Class XII
Uttarakhand Board
Secondary - Class X
Uttarakhand Board