Rochira Thakur
Goa
Summary
Skilled at building client relationships, resolving complex operational issues, and driving high customer satisfaction. Passionate about creating seamless, scalable solutions and contributing to merchant success with a collaborative, ownership-driven mindset.Customer Success & Logistics Specialist with 5+ years of experience across tech, e-commerce, ed-tech, and logistics industries. Successfully handled merchant support, client onboarding, and account growth at Amazon Seller Central, Delhivery, and leading ed-tech firms.
Overview
9
9
years of professional experience
Work History
Senior Associate - Client Success
Delhivery Logistics
Goa
11.2024 - Current
- Manage end-to-end onboarding and operational support for SME clients, ensuring seamless delivery experiences through platforms like Shopify and Unicommerce.
• Act as the primary point of contact for clients, overseeing account health, resolving logistics-related issues, and improving customer satisfaction and retention.
Coordinate with internal teams to streamline order processing, address escalations, and drive fulfillment efficiency.
• Analyze client performance data to identify bottlenecks and implement actionable solutions that enhance service levels and reduce return rates.
• ion of backend systems, improve client workflows, and contribute to cross-functional projects aimed at optimizing merchant operations.
Senior Customer Success Manager
Amazon Development Center
09.2022 - 01.2024
- Reduced churn rate by proactively identifying at-risk customers and addressing their needs.
- Collaborated with sales, product, and support teams to ensure seamless onboarding and account management processes.
- Championed a proactive approach to customer success by identifying potential issues, addressing them early-on in the client lifecycle, and preventing churn.
- Contributed to company growth by driving referrals from satisfied customers through relationship-building efforts.
- Enhanced customer satisfaction by implementing personalized success strategies for key accounts.
Senior Associate - Customer Success
Great Learning
02.2021 - 08.2022
- Identified and resolved complex issues by applying advanced analytical and troubleshooting strategies.
- Increased client satisfaction through thorough analysis of project requirements and delivering high-quality results.
- Boosted overall team morale by creating a positive work environment and encouraging open communication channels among colleagues.
- Defined work plans in alignment with stakeholder requirements.
- Streamlined operational efficiency by identifying areas for improvement and proposing actionable solutions.
- Actively participated in organizational development initiatives like workshops or seminars, contributing valuable insights based on experience.
Inside Sales Specialist
Simplilearn
06.2019 - 01.2021
- Facilitated smooth transactions by working closely with finance department to ensure accurate invoicing and timely payments from clients.
- Served as a company ambassador by maintaining a professional demeanor in all interactions and consistently upholding the highest ethical standards.
- Partnered with outside sales teams to coordinate joint efforts on key accounts and expand overall market presence.
- Supported territory expansion initiatives by researching prospective clients within designated regions.
- Delivered exceptional customer service by addressing concerns promptly, ensuring repeat business and generating positive referrals.
- Created and updated customer accounts with relevant information.
Sales Executive
NaGoa Grande
04.2017 - 07.2019
- Developed and presented valuable sales presentations to potential customers to highlight features and benefits of products.
- Boosted sales revenue by cultivating strong client relationships and implementing effective sales strategies.
- Analyzed sales data regularly to monitor progress towards goals and make necessary adjustments to strategy as needed.
- Implemented CRM system for better customer tracking, leading to improved follow-up processes and higher conversion rates.
- Expanded market share with strategic territory planning and targeted prospecting.
Customer Support Representativ
Amazon Development Centre - Contractual
11.2016 - 03.2017
- The world's brightest technology minds come to Amazon.com to research and develop technology that improves the lives of shoppers and sellers around the world
- Resolved customer inquiries and concerns regarding Amazon marketplace policies, account management, and product orders (phone, email, chat)
- Troubleshooted technical issues on customer accounts and orders, ensuring smooth purchasing experiences
- Maintained a professional and helpful demeanor while effectively communicating complex information to diverse customers
- Leveraged strong customer service skills to consistently achieve high satisfaction ratings maintained a 90% customer satisfaction rate.
Education
Bachelor of Arts - Mass Communication & Journalism
St' Mary's College
Hyderabad, India07.2016
High School Diploma -
The Hyderabad Public School
Hyderabad01.2013
Skills
Merchant Success & Onboarding
Client Relationship Management
Logistics & Fulfillment Operations
Amazon Seller Central Expertise
CRM Tools: Salesforce, LiveAgent, Zendesk
Data Analysis & Performance Reporting
Cross-functional Collaboration
Customer Retention & Issue Resolution
Process Optimization & Escalation Management
Communication (Written & Verbal)
Timeline
Senior Associate - Client Success
Delhivery Logistics
11.2024 - Current
Senior Customer Success Manager
Amazon Development Center
09.2022 - 01.2024
Senior Associate - Customer Success
Great Learning
02.2021 - 08.2022
Inside Sales Specialist
Simplilearn
06.2019 - 01.2021
Sales Executive
NaGoa Grande
04.2017 - 07.2019
Customer Support Representativ
Amazon Development Centre - Contractual
11.2016 - 03.2017
Bachelor of Arts - Mass Communication & Journalism
St' Mary's College
High School Diploma -
The Hyderabad Public School
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