Raymond Sylvester
Bangalore
Summary
Detail-oriented Account Manager and Customer Success professional with 8+ years of experience supporting SaaS and AI-driven services. Strong background in account management, customer lifecycle ownership, renewals, upsell support, and stakeholder communication. Proven ability to resolve complex customer issues, improve retention, and drive customer satisfaction through proactive engagement. Experienced in cross-functional collaboration, mentoring team members, and leading customer-facing initiatives with a focus on operational excellence and long-term client success.
Overview
4
4
years of professional experience
Work History
Customer Success Specialist
Highlevel
Bengaluru
09.2024 - Current
- Managed key accounts, fostering strong relationships and promoting loyalty amongst high-value customers.
- Created and maintained a knowledge base of frequently asked questions and answers for customer self-service.
- Organised documentation for recruitment and onboarding procedures.
- Conducted new policy rollouts, establishing smooth transitions for management and employees.
- Handled confidential information with discretion, respecting privacy and maintaining professional integrity.
- Managed onboarding budgets, ensuring resources are utilised efficiently to maximise impact.
Customer Care Representative
Clario
Bangalore
04.2023 - Current
- Serve as the main point of contact for assigned clients, building relationships and understanding their technical requirements.
- Ensure clients fully leverage their technology investments and achieve long-term business goals.
- Proactively identify and analyze customer segmentation requirements, providing technical recommendations to meet evolving business goals through the introduction of new features and products.
- Assist with deployments, expansions, migrations, etc., and upselling.
- Played a pivotal role as a Tier 2 Agent, providing advanced technical support and ensuring the seamless operation of eCOA solutions in clinical trials and healthcare settings. Proficient in problem-solving, specialized knowledge application, documentation, reporting, and CRM.
- Scheduled Client Meetings: Regular meetings provide a structured platform for discussing ongoing projects, addressing concerns promptly, and gathering valuable feedback. They demonstrate attentiveness to the client's needs and commitment to their success.
Case Manager
VMware
Bangalore
12.2021 - 10.2022
- Track Engagement, Monitor open rates for emails, attendance at events, and client responses to your outreach efforts.
- Client Satisfaction Surveys, periodically conduct surveys to gauge client satisfaction with the communication and their perception of the value you provide.
- Managed multifaceted responsibilities at VMware, including Case Management, Queue Management, Reporting, and Weekend Manager duties.
- Successfully handled case assignments, managed queues efficiently, and provided comprehensive reporting.
- Demonstrated leadership skills by efficiently managing agent assignments and making a successful management debut.
Customer Service Representative
Hewlett Packard
Bangalore
02.2028 - 12.2021
- Actively listen to client responses when asking open-ended questions. Pay attention not just to their words but also the underlying concerns or frustrations.
- Follow-Up Calls and Emails: Following up after interactions or transactions ensures that clients feel valued and their concerns are addressed promptly. It reinforces trust and demonstrates a commitment to providing exceptional service.
- Surprise Check-Ins: Unexpected check-ins demonstrate proactive care and genuine interest in the client's well-being. They can uncover additional opportunities to provide support and strengthen the relationship beyond business transactions.
- Problem Resolution Meetings: Addressing challenges directly and transparently through problem resolution meetings reinforces trust and demonstrates accountability. It shows a willingness to acknowledge mistakes and take corrective action to ensure client satisfaction.
- Specialized in delivering exceptional support to HP's diverse clientele, focusing on refund, replacement, and repair processes.
- Provided multichannel support, demonstrated expertise in refund, replacement, and repair processes, and effectively managed customer relationships.
Education
BCA - Cloud & Security
Amity University
Noida, UP02.2026
Aeronautical Engineering (Diploma) -
Hindustan Aviation Academy
01.2017
SSLC -
New Brilliant High School
01.2012
Skills
- Communication & Relationship Building
- Customer Success Orientation
- Technical Account Management
- Consultative Selling
- Upselling / Cross Selling
- Problem-Solving Skills
- Technical Proficiency
- Client Relationship Management
- Project Management
- Business Acumen
- Continuous Learning and Adaptability
Timeline
Customer Service Representative
Hewlett Packard
02.2028 - 12.2021
Customer Success Specialist
Highlevel
09.2024 - Current
Customer Care Representative
Clario
04.2023 - Current
Case Manager
VMware
12.2021 - 10.2022
BCA - Cloud & Security
Amity University
Aeronautical Engineering (Diploma) -
Hindustan Aviation Academy
SSLC -
New Brilliant High School