RIDHI DHINGRA
Specialist - Customer Success
Summary
Results-driven Customer Success Specialist with expertise in onboarding, account management and effective issue resolution. Proven track record in fostering strong client relationships, providing product training, and ensuring optimal software utilization. Skilled in customer retention and upselling. Experience in loyalty program management, cross-functional collaboration and strategic communication.
Overview
8
8
years of professional experience
8
8
years of post-secondary education
Work History
Specialist - Customer Success
RateGain
05.2023 - Current
- Onboarded new customers, ensuring they understand the product's features and capabilities
- Managing portfolio of customer accounts, fostering strong and lasting relationships
- Regularly engaging with customers to understand their needs and ensure customer satisfaction
- Conducted product training sessions for clients to maximize their usage and understanding of the software
- Provided ongoing support and training to ensure clients were utilizing the software effectively
- Acting as the primary point of contact for customers, addressing their inquiries, concerns, and issues promptly and effectively
- Playing a crucial role in the renewal process, retaining and upselling existing customers
- Conducting product demonstrations and presentations to potential clients, showcasing the software's value and benefits
- Maintaining a well-organized sales pipeline, tracking prospects and opportunities
- Prospect, qualify, and cultivate leads within the travel industry, leveraging industry expertise and market knowledge to identify new business opportunities
- Conduct thorough consultations with prospects to understand their business objectives, and recommend tailored solutions to meet their needs
- Develop customized sales proposals and presentations, including pricing, product demonstrations, and ROI analysis, to effectively communicate the value of our solutions
- Negotiate contract terms and conditions, overcoming objections and addressing concerns to secure new business and drive revenue growth
- Maintain accurate records of pipeline management and forecasting using Salesforce
Senior Supervisor - Loyalty
Oberoi Hotels & Resorts
10.2021 - 04.2023
- Develop and execute loyalty program strategies to drive customer engagement and retention coordination with cross functional teams, including digital marketing, IT, sales to optimize program performance
- Conduct regular analysis of program performance, identify areas of improvement and implement changes to drive better results
- Provide excellent customer service to loyalty program members, responding to queries and resolving issues within the turn around time
- Oversee budget for loyalty program and coordinate with vendors and partners to ensure program success
- Develop and execute communication strategies for loyalty program
- Manage loyalty membership database and conduct regular audits to ensure accuracy conduct market research and develop customer insight to inform program strategies
- Successfully handled vendor management, gift card management and guest relation
- Responsible for technical enhancement of loyalty programs
Supervisor - Loyalty
Oberoi Hotels & Resorts
04.2018 - 09.2021
- Develop key program KPIs such as member activity ratio, enrolments and contribution through marketing and promotional campaign training and mentor new team members to enhance productivity
- Restructuring and migration of loyalty program
- Team management and effective utilization of resources
- Maintaining and auditing stock
- Planning and executing all marketing & communication activities of members
- Assisted in managing loyalty program budget and coordinating with vendors and partners
Senior Associate
Ridhi, Oberoi Hotels & Resorts
01.2016 - 01.2018
- Handling loyalty operations and ensure adherence to processes as per brand standards
- Engage with partners of the program and execute promotions periodically
- Closely handling the key business clients of the group and the entire operations process working closely with sales and marketing team to identify the need
Education
PG Diploma - Digital Marketing
Narsee Monjee Institute Of Management Studies
04.2019 - 04.2021
Master of Business Administration -
I.C.F.A.I University
Tripura 04.2015 - 05.2017
Diploma - Fashion Design
J.D Institute of FashionTechnology
09.2012 - 08.2013
Certificate in Computer Application -
N.I.C.I
Delhi 01.2013 - 06.2013
BBA -
Guru Gobind Singh Indraprastha University
Delhi 05.2009 - 05.2012
Skills
Strategic Communication
Accomplishments
Certificate of Achievement: "Rising Star" (FY23-24)
Recognized for outstanding performance and contribution during the fiscal year 2023-2024, demonstrating exceptional dedication and results within the organization.
Timeline
Specialist - Customer Success
RateGain
05.2023 - Current
Senior Supervisor - Loyalty
Oberoi Hotels & Resorts
10.2021 - 04.2023
PG Diploma - Digital Marketing
Narsee Monjee Institute Of Management Studies
04.2019 - 04.2021
Supervisor - Loyalty
Oberoi Hotels & Resorts
04.2018 - 09.2021
Senior Associate
Ridhi, Oberoi Hotels & Resorts
01.2016 - 01.2018
Master of Business Administration -
I.C.F.A.I University
04.2015 - 05.2017
Certificate in Computer Application -
N.I.C.I
01.2013 - 06.2013
Diploma - Fashion Design
J.D Institute of FashionTechnology
09.2012 - 08.2013
BBA -
Guru Gobind Singh Indraprastha University
05.2009 - 05.2012
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