Rahul Verma
Mumbai
Summary
Dedicated Client Success Representative with 13 years of experience in enhancing customer engagement and support. Expertise in client relationship management, problem-solving, and communication strategies. Focused on understanding customer needs and delivering exceptional service to foster positive relationships.
Overview
12
12
years of professional experience
Work History
Senior Client Success Representative
Its a Checkmate India
Mumbai
06.2018 - Current
- Provided customer support to enterprise and superbrand clients via email, chat, and calls, ensuring high satisfaction levels.
- Achieved short and long-term targets, contributing to overall team performance and client success.
- Resolved customer complaints with empathy and composure, strengthening client relationships and trust.
- Processing Go Lives and assisting in onboarding new brands with the onboarding & integration process.
- Collaborated with the engineering team to propose new features that addressed client needs.
- Assisting in Post-Go Live checks for new stores and tracking any issues/failures post-Go Live or newly onboarded brands.
- Led client success initiatives to enhance customer satisfaction and retention through proactive relationship management and tailored solutions.
- Conducted regular business reviews with key clients to align service offerings with evolving business objectives and maximize value.
- Managed complex client escalations with diplomacy and efficiency, ensuring timely resolution and maintaining strong client trust.
- Utilized data-driven insights to identify client challenges and deliver customized support, resulting in a reduction of repetitive issues and churn rates.
- Mentored junior client success representatives, fostering a culture of excellence and continuous professional development.
- Coordinated with teams to resolve client inquiries promptly.
- Provided product knowledge and support to clients effectively.
- Experienced with Asana, JIRA, Zendesk, Freshdesk, Google Apps, Confluence, Salesforce, MS Excel and other CRM Applications.
Number Porting Specialist
Concentrix Limited
Mumbai
11.2013 - 06.2018
- Handling team of 7 at Concentrix for the Number Porting Process
- Submitted requests to multiple carriers for number porting
- Following up on the port request via Emails & Calls
- Verifying the Number Port Out request with all protocols and policies of the account
- Activating the account with the New Numbers and Testing.
- Verifying the routing of Numbers
- Processed corporate porting requests with various carriers according to specifications
- Provisioning of Toll-Free Numbers.
- Number Slamming and Maintaining Slam Reports
- Delivered monthly porting reports to management for performance tracking
- Providing Approval Documents.
- Maintained accurate inventory by recording client information.
- Conducting training for new agents with product
Education
Secondary School Certificate -
St Peters English High School
Vasai, Maharashtra06-2005
Higher Secondary School Certificate - Commerce
Sheth Vidya Mandir
Vasai, Maharashtra02-2007
Bachelor of Commerce - Commerce
Thakur College of Science & Commerce
Kandivali, MaharashtraSkills
- Client Onboarding
- Customer Service
- Issue Resolution
- Feature coordination
- Relationship Building
- CRM management
- CRM software
- Analytical Skills
- Problem-Solving
- Time Management
- Team Mentoring
- Effective Communication
- Communication Skills
- SaaS Applications
- B2B Applications
Personal Information
- Date of Birth: 9th September 1989.
- Nationality: Indian
- Marital Status: Single
- Hobby : Collecting International Currency
- Interest : Songs, Movies, Games, Photography, Travelling & Sightseeing
Languages
English
Intermediate (B1)
B1
Hindi
Intermediate (B1)
B1
Marathi
Intermediate (B1)
B1
Gujarati
Elementary (A2)
A2
Timeline
Senior Client Success Representative
Its a Checkmate India
06.2018 - Current
Number Porting Specialist
Concentrix Limited
11.2013 - 06.2018
Secondary School Certificate -
St Peters English High School
Higher Secondary School Certificate - Commerce
Sheth Vidya Mandir
Bachelor of Commerce - Commerce
Thakur College of Science & Commerce