Summary
Overview
Work History
Education
Skills
Languages
Websites
Accomplishments
Timeline
Generic
PRIYANKA DHOTRE

PRIYANKA DHOTRE

Mumbai

Summary

Dynamic and results-oriented Customer Success Manager with a proven track record of driving customer satisfaction, retention, and revenue growth. Possessing exceptional interpersonal skills, strategic thinking, and a deep understanding of customer needs, I am dedicated to delivering unparalleled support and building strong, long-lasting client relationships.

Overview

13
13
years of professional experience

Work History

INSIDE SALES MANAGER (PAN INDIA)/ CUSTOMER SUCCESS MANAGER

Quest2Travel By MakeMyTrip
Mumbai
07.2022 - Current
  • Managed a portfolio of enterprise-level clients, ensuring successful onboarding, adoption, and ongoing utilization
  • Developed and executed strategic account plans to drive customer satisfaction, retention, and expansion opportunities
  • Monitored customer health metrics and usage data to proactively identify opportunities for upselling and expansion.
  • Analyzed customer data to identify potential opportunities for growth in new markets.
  • Collaborated with marketing department to develop promotional materials that highlighted product features and benefits.
  • Participated in weekly strategy sessions with executive leadership team to brainstorm new ideas for growth initiatives.
  • Worked with marketing department to prepare campaigns for lead generation.
  • Lead inside sales meetings to outline projected goals and marketing campaigns.
  • Resolved customer complaints regarding sales and service.
  • Enhanced sales volume through skilled support to both new and inactive customers.
  • Led sales planning, development and account management to grow existing accounts and establish new sales accounts.
  • Cultivated strong professional relationships with suppliers and key clients to drive long-term business development.
  • Negotiated contracts with clients to maximize profitability.
  • Managed multiple accounts simultaneously while meeting deadlines.
  • Developed strategies to increase revenue from existing accounts.
  • Collaborated with marketing team to develop promotional materials for clients.
  • Generated leads through cold calling activities.
  • Acted as main point of contact in matters relating to client concerns and needs.
  • Developed successful customer relationships and quickly resolved service requests to increase sales.
  • Collaborated directly with marketing team to refocus client outreach, increasing qualified inbound account leads.
  • Communicated progress of monthly and quarterly initiatives to internal and external stakeholders.
  • Increased profitability and revenue by generating $100 million in sales.

CUSTOMER SUCCESS MANAGER & BDM

SS Caterers India Pvt Ltd
Mumbai
01.2018 - 07.2022
  • Acted as the primary point of contact for clients, providing proactive support, training, and guidance to address their business needs
  • Conducted regular business reviews with key stakeholders to evaluate product usage, identify challenges, and present solutions to optimize value delivery
  • Developed and maintained relationships with customers to facilitate user engagement and satisfaction.
  • Analyzed customer data to identify trends, issues, and opportunities for improvement.
  • Managed customer inquiries and complaints in a professional manner.
  • Collaborated with cross-functional teams to develop strategies for driving customer success.
  • Gathered insights from customers through surveys, interviews, focus groups.
  • Oversaw key customer relationships to close strategic opportunities.
  • Drove customer escalations to resolution by engaging directly with clients.
  • Met with customers to discuss best practices and drive outcomes.
  • Supervised success team, operations and resources to deliver profitable growth.
  • Delegated work to staff, setting priorities and goals.
  • Cultivated relationships with key stakeholders to identify new opportunities for growth.
  • Built strong rapport with clients through regular communication and relationship-building activities.
  • Provided technical support to customers regarding product functionality or usage issues.
  • Established new customer accounts using negotiation and sales closing abilities.
  • Resolved customer complaints regarding sales and service.

CUSTOMER SUCCESS MANAGER & BDM

Swen Entertainment Pvt Ltd
Mumbai
10.2016 - 12.2017
  • Collaborated with clients to understand their event goals and objectives, customizing event plans and services to meet their specific requirements
  • Managed Jewelry Fashion Show for Kishandas and Co
  • Coordinated logistics, including venue selection, catering, entertainment, and audiovisual requirements, to ensure flawless event delivery
  • Conducted post-event debriefs with clients to gather feedback and identify opportunities for improvement, resulting in a 15% increase in client retention
  • Collaborated with clients to understand their event goals and objectives, customizing event plans and services to meet their specific requirements.
  • Managed customer inquiries and complaints in a professional manner.
  • Organized events such as webinars or workshops aimed at increasing customer engagement levels.
  • Maintained up-to-date knowledge of industry trends related to customer success management.
  • Worked closely with marketing team to create content that educates customers about our services.
  • Oversaw key customer relationships to close strategic opportunities.
  • Supervised success team, operations and resources to deliver profitable growth.
  • Reviewed completed work to verify consistency, quality and conformance.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Delegated work to staff, setting priorities and goals.
  • Recruited and trained new employees to meet job requirements.
  • Produced thorough, accurate and timely reports of project activities.
  • Proposed or approved modifications to project plans.
  • Interviewed prospective employees and provided input to HR on hiring decisions.
  • Developed and executed strategic business plans to increase customer base and revenue growth.
  • Cultivated relationships with key stakeholders to identify new opportunities for growth.
  • Organized trade shows, conferences, meetings, seminars, workshops for promoting company's services and products .
  • Attended networking events and conferences in order to build connections with potential partners and customers.
  • Assisted colleagues in developing proposals and presentations tailored towards different audiences.
  • Maintained open and ongoing communication with clients to meet needs and expectations.
  • Established new customer accounts using negotiation and sales closing abilities.

SR, CRA

NCO - Amex 3rd Party Collections
06.2011 - 07.2012
  • Negotiated payment plans with customers to ensure timely repayment of debt.
  • Conducted skip-tracing activities to locate delinquent customers.
  • Assisted in the development of strategies to improve collections process efficiency.
  • Reviewed documents such as contracts, invoices, letters and emails related to customer accounts.
  • Maintained accurate records of all customer contact attempts and account updates in the database system.
  • Adhered to company policies and applicable laws while collecting debts from customers.
  • Analyzed customer data to identify potential areas of improvement within the collections department.
  • Monitored customer accounts for changes in financial status or contact information.
  • Attended weekly meetings with internal departments to discuss progress on collections efforts.
  • Utilized skip tracing techniques including phone calls, internet searches and databases.
  • Upheld privacy and security requirements for customer information.
  • Maintained accurate records and reported on collection activity and accounts receivable status.
  • Monitored accounts to identify overdue payments and pursue timely remedies.
  • Placed outbound collections calls daily to approximately 300 account holders.
  • Administered delinquency cycle from start to finish, managing collections calling, skip tracing, outside collections agency coordination and related litigation.
  • Acquired credit reporting data for new and existing customers.
  • Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
  • Arranged for debt repayment and established repayment schedule based on customer finances.
  • Developed collection methods to achieve or exceed company financial goals.
  • Negotiated credit extensions to assist customers in paying overdue accounts.
  • Spoke with customers to learn reasons for overdue payments and to review terms of credit contract.
  • Arranged debt repayment or established schedules for repayment based on customer's financial situation.
  • Monitored overdue accounts using automated information systems.

Education

MBA - Marketing

University of Mumbai
Mumbai
06.2016

BACHELOR OF COMMERCE -

Mumbai University
06.2013

Skills

  • Customer Relationship Management
  • Time Management
  • Leadership
  • Verbal Written Communication
  • Team Work
  • Project Management
  • Microsoft Office
  • Business Development
  • Canva
  • Sales Processes
  • Marketing
  • Influencer Marketing
  • Power Presentation Skills
  • Data-Driven Decision-Making
  • Conflict Resolution
  • Analytical Skills
  • Team Collaboration
  • Account Management
  • Sales Development
  • Client Support
  • Sales Forecasting
  • Pipeline Management

Languages

English
First Language

Accomplishments

    Awarded Rising Star of the Year

Timeline

INSIDE SALES MANAGER (PAN INDIA)/ CUSTOMER SUCCESS MANAGER

Quest2Travel By MakeMyTrip
07.2022 - Current

CUSTOMER SUCCESS MANAGER & BDM

SS Caterers India Pvt Ltd
01.2018 - 07.2022

CUSTOMER SUCCESS MANAGER & BDM

Swen Entertainment Pvt Ltd
10.2016 - 12.2017

SR, CRA

NCO - Amex 3rd Party Collections
06.2011 - 07.2012

MBA - Marketing

University of Mumbai

BACHELOR OF COMMERCE -

Mumbai University

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PRIYANKA DHOTRE