Robin Elijah
Customer Success manager
Bangalore
Summary
Talented Customer Success Manager with expertise resolving issues within set time limits to maximize customer satisfaction. Excels at building customer loyalty and generating repeat business opportunities. Proven experience implementing large-scale customer service processes and managing support teams that span multiple locations.
Overview
8
8
years of professional experience
1
1
Certification
3
3
Languages
Work History
Customer Success Manager
G7CR Technologies
03.2023 - Current
- Successfully completed Microsoft Azure 900 certification, demonstrating proficiency in fundamental cloud concepts and services.
- Effectively managed all priority accounts placed in the locklist, ensuring no customer churn during tenure.
- Coordinated with internal project teams to facilitate seamless transition and execution of new projects from existing clients, contributing to revenue growth.
- Played a pivotal role in revenue generation by identifying opportunities and successfully upselling and cross-selling products and services within the Azure ecosystem.
- Worked closely alongside Microsoft's sales, technical solution specialists, and delivery teams to guarantee excellent customer satisfaction and the successful delivery of projects.
Manager, Customer Success
Teachmint
04.2022 - 02.2023
- Conducted comprehensive onboarding sessions for new customers to ensure a smooth transition onto the product, offering extensive training and guidance post-sales.
- Proactively addressed customer concerns and issues, liaising with relevant teams to provide timely resolutions and ensure customer satisfaction.
- Managed churn rate effectively while achieving upsell and cross-sell targets to drive revenue growth.
- Facilitated weekly meetings with customers to review performance, identify areas for improvement, and gather feedback for continuous enhancement.
- Collaborated closely with customers from diverse regions including India, Korea, Africa, and Asia, fostering strong relationships and understanding diverse market needs.
Senior Quality Analyst
Shopee
10.2021 - 03.2022
- Audited inbound and outbound calls, emails, and chat interactions.
- Delivered consistent feedback and training sessions to agents for continuous improvement.
- Analyzed root causes for drops in quality scores and implemented corrective actions.
- Facilitated calibrations with external stakeholders and provided actionable feedback.
- Developed standard operating procedures (SOPs) to enhance process efficiency and effectiveness.
Specialist | Quality Analyst
SAVE BY SWITCHING GLOBAL SOLUTIONS
09.2016 - 10.2021
- Handling complaints, Monitoring, evaluating, and analyzing the quality of sales calls negotiating to improve negotiator performance and assured compliance Also, monitoring associate inbound, and outbound calls, email, chat, and daily decisions to improve customer satisfaction, mitigate risk to the company and ensure adherence to policies and procedures throughout the vendors.
- Developed and maintained quality assurance procedure documentation
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies
- Developed training materials, SOPs and work instructions to supplement new team member onboarding
Education
BBA - Business Administration
Gitam University
Bengaluru, India 04.2001 -
Higher Secondary - Computer And Information Sciences
St. Joseph's PU College
Bengaluru, India 04.2001 -
Skills
Certification
Azure 900
Timeline
Azure 900
04-2023
Customer Success Manager
G7CR Technologies
03.2023 - Current
Manager, Customer Success
Teachmint
04.2022 - 02.2023
Senior Quality Analyst
Shopee
10.2021 - 03.2022
Specialist | Quality Analyst
SAVE BY SWITCHING GLOBAL SOLUTIONS
09.2016 - 10.2021
BBA - Business Administration
Gitam University
04.2001 -
Higher Secondary - Computer And Information Sciences
St. Joseph's PU College
04.2001 -