Priyanka
Bengaluru
Summary
Energetic & Proactive Customer - Focused professional with over 3 years of experience in Customer Success domain. Proficiencies in defusing customer dissatisfaction, team building . Excellent reputation for resolving problems and improving customer satisfaction.
Overview
6
6
years of professional experience
Work History
Lead - Customer Success
Crio.Do
Bengaluru
12.2022 - Current
- Onboarded over 500 users onto the Crio platform and led training sessions and workshops to ensure customers effectively use our platform.
- Collaborate with customers to define their desired business outcomes. Develop a detailed customer success plan that includes clear objectives, key stakeholders, milestones, potential risks, and metrics to measure progress.
- Drive customer advocacy through reviews, webinars, events, and customer meet-ups.
- Increased customer retention rate by 20% through strategic initiatives and proactive support measures.
- Conducted over 80 orientation sessions to explain the program and provide users with a clear roadmap for their journey.
- Identifying trends, patterns, and analyzing customer feedback to understand challenges and opportunities for improvement, and partnering with internal teams to drive product development, process enhancements, and overall customer success initiatives accordingly.
- Partnered with sales, marketing, and product team to ensure cohesive and effective customer interactions.
- Utilized CRM software programs to track customer interactions and update records accordingly.
- Led a 11-person team to ensure successful program delivery for all users.
Customer Success Manager
SKILLEDGE
Pune
12.2020 - 12.2022
- Managed day-to-day responsibilities for engaging customers, including developing, planning, implementing, managing, and controlling all customer activities.
- Conducted onboarding process for around 200 plus users over platform.
- Review customer complaints and concerns, and seek to improve all aspects of the customer experience with the company.
- Experience work in seeking to promote the value of the product and upsell services and products with brand image, and promoting value through customer experience.
- Conducted training and mentored team members to promote productivity and commitment to friendly service..
- Assist in creating training courses and educational materials for other members of the department.
Management Trainee - Business Development
Shoppers stop
Pune
12.2019 - 02.2020
- Participating in meetings with management, clients, or other staff members to discuss sales goals or marketing strategies
- Evaluating & Maintaining Company Social Media engagement along with competitors
- Providing customers with information about products or services via email, phone, or in person
- Developing new business opportunities through networking and relationship building with new clients
- Arranging for display of company products at Mall event, conventions, or other events.
Phone Banking Officer Trainee
IDBI Intech
Hyderabad
04.2018 - 12.2018
- Handling and resolving customer complaints/queries over the phone.
- Providing customers with relevant product and service information.
- Cross-selling various banking products to customers over the phone.
- Handling 70-100 calls per day with an efficient and expedient handle time.
- Providing first-call resolution, while maintaining a success call resolution rate of 93%.
Education
Post Graduate Diploma in Management - Marketing
Pune Institute of Buisness Management
05.2021
Bachelor of Commerce( H) - Financial Accounting
Shri Shikshayatan College
03.2017
Higher Secondary ( 12th Board) -
RSVM
05.2014
CBSE 10th Board -
RSVM
05.2012
Skills
- Account Engagement
- Operations
- Pre sales
- Customer Outreach
- Relationship Building
- Communication
- Strong Negotiation & Presentation skills
- Brand enhancements
- Customer Advocacy
- Customer Retention
- Training and mentoring
- Problem Resolution
- CRM Software
- Product Knowledge
- Call Management
- Report Generation
- Escalation management
- Project management
Timeline
Lead - Customer Success
Crio.Do
12.2022 - Current
Customer Success Manager
SKILLEDGE
12.2020 - 12.2022
Management Trainee - Business Development
Shoppers stop
12.2019 - 02.2020
Phone Banking Officer Trainee
IDBI Intech
04.2018 - 12.2018
Post Graduate Diploma in Management - Marketing
Pune Institute of Buisness Management
Bachelor of Commerce( H) - Financial Accounting
Shri Shikshayatan College
Higher Secondary ( 12th Board) -
RSVM
CBSE 10th Board -
RSVM
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