Raghavendra Bojanam

• Supervised and mentored a team of Customer Success Representatives & Implementation Consultants, providing guidance and support in achieving team goals and individual performance targets
• Assisted in developing and implementing customer success strategies and processes to ensure customer satisfaction and retention
• Delivery & Deployment: Includes Customer Experience, Customer Adoption, On-time Delivery, Quality & accuracy of delivery having various modules like Core HR, Payroll, Leave, Attendance, Org Documents, PMS, Timesheet & ATS.
• Customer Escalation Management. Knowledge Management for a smooth Onboarding experience.
• Meeting churn target of less than 1% and retention of 99%
• Achieving Upsell target of 10% NRR on Annual Basis for all the accounts
• Maintaining Portfolio of 100+ Accounts IN Market including Enterprise and High MRR Mid-Market Accounts
• Conduct Regular QBR’s and Present to stakeholders Scoping Opportunities for upsell & Cross sell
• Conducted regular performance evaluations and provided constructive feedback to team members, resulting in enhanced performance and professional growth
• Collaborated with cross-functional teams to resolve customer issues and escalations in a timely and efficient manner

• Daily listening and sentiment analysis of earned and owned conversations
• Immediate response to the consumer complaint and collect all the relevant details over a call, email or social channel to escalate it to the concerned team
• Immediate escalations of product related complaints and queries
• Timely response management to build good social engagement
• Regular follow up with the internal team to resolve the consumer issue and regular follow up with the consumer via social channel, email, and calls
• Maintain online reputation (ORM) for the brand
• Daily, weekly, and monthly reporting to the client and insights analysis
• Campaign reports for online campaigns on social channel

Responsibilities (Social Media):

• Managing Social Media queries/ campaigns/feedback etc. 24*7. Customer Success is being the only objective.
• Monitoring, listening and responding to the customers over a call, email or social Channel
• Proactively follow up of customer’s complaints and queries (coordinating with internal departments) to reach to resolution at the earliest and corresponding feedback.
• Responsible for hands on interaction within social media presences (Facebook, twitter etc.)
• Managing, Monitoring, listening and responding to the user reviews in Play Store and Windows Store.

Responsibilities (Risk Analyst):

• Identify risk-related issues needing escalation to management
• Escalate issues as appropriate and Responsible for early detection of suspicious activity, control, and prevention of losses
• Communicate, in a professional manner, with customers, merchants, financial institutions and other Bank personnel to resolve system problems or request additional information and/or documentation to support a decision on whether fraudulent activity has occurred
• Work closely with the partner banks to handle chargebacks/customer disputes

Responsibilities (Chargeback):

• Research chargeback disputes and build dispute cases to recover funds
• Validate appropriate data from internal and third-party systems and ensure appropriate course of action is being pursued
• Ensure accurate and appropriate responses to disputes
• Serve customers by resolving product and service problems

• Responsible for attending calls (outbound) and providing information as per the process
• Responsibilities:
• Retrieve information from the database and give relevant information to the customers
• Responsible for attending calls (outbound) and providing information as per the process and Coordinating with Marketing executive and the client till the deal is closed
• Responsible for handling JD Search Plus activities like order confirmations and complaints redressal for all locations