Roshmita Das Gupta
Kolkata
Summary
Dynamic Customer Success Manager with a proven track record at ZenTrades.AI, elevating client retention by implementing strategic solutions and leading high-performing teams. Expert in Jira and proficient in building strong customer relationships, I achieved a 95% retention rate, showcasing exceptional revenue growth and account management skills.
Overview
3
3
years of professional experience
Work History
Customer Success Manager
ZenTrades.AI
Pune
11.2023 - Current
- Orchestrated end-to-end post-sales lifecycle for 124 business clients, achieving a remarkable 95% retention rate and driving $450K+ in collections for 2023, representing 16% YoY growth
- Elevated product adoption rates from 35% to 40% through implementation of customized client workflows and strategic onboarding processes, resulting in increased customer lifetime value
- Led and mentored a team of 8 associates to maintain 90% CSAT scores while improving NPS from 60% to 75%, showcasing consistent performance excellence at leadership forums
- Developed and implemented data-driven process improvements that reduced escalation response time by 45% and standardized resolution procedures across the support organization
- Established a client success framework that increased quarterly business reviews completion rate by 85% and strengthened key account relationships, leading to 30% increase in upsell opportunities
- Collaborated cross-functionally with operational teams to resolve complex service issues, achieving a 92% first-time resolution rate and reducing repeat escalations by 60%
- Created and executed retention strategies based on churn risk analysis, resulting in saving 15 high-value accounts worth $200K+ in annual recurring revenue
- Built and maintained comprehensive performance dashboards for tracking team KPIs, enabling data-driven decision making that improved team efficiency by 25%
Escalation Specialist
BYJU'S
Bengaluru
09.2022 - 11.2023
- Implemented a systematic feedback analysis framework to process 1000+ monthly customer interactions, identifying 3 critical service gaps that led to a 35% reduction in recurring customer complaints when addressed
- Developed and presented monthly analytical reports to senior management, transforming customer feedback into actionable insights that resulted in 5 major product enhancements and a 28% increase in customer satisfaction scores
- Designed and executed customer training programs reaching 200+ users monthly, resulting in a 45% decrease in basic support tickets and a 25% increase in customer retention rates
- Directly managed CEO-escalated cases with a 98% resolution rate, serving as the primary point of contact between executive leadership and high-priority clients for critical issue resolution
- Successfully defused 2-3 daily media escalations through strategic face-to-face client meetings, achieving an 85% client retention rate in potentially viral situations
- Developed and implemented a structured refund resolution framework that recovered Rs.50,000+ in potential refunds through effective negotiation and creative solution development
- Spearheaded retention initiatives for high-risk accounts, resulting in a 75% success rate in retaining clients who initially requested contract termination
Issue Resolution Expert
BYJU'S
Bengaluru
03.2022 - 08.2022
- Managed a high-volume caseload of 120-150 new customer inquiries daily across multiple communication channels, demonstrating exceptional multitasking and prioritization abilities
- Achieved and maintained a consistent 95% first-response SLA compliance rate, showcasing strong time management and customer service excellence
- Earned recognition as "Best Resolution Expert" three times, highlighting exceptional problem-solving abilities and consistent high performance
- Expertly handled concurrent customer conversations while simultaneously monitoring and following up on existing cases to ensure timely resolution
- Implemented effective issue tracking and documentation practices to maintain accurate customer interaction records and ensure seamless case handoffs
- Led a strategic pilot project critical to company's market reputation, demonstrating leadership capabilities and ability to drive organizational change
- Spearheaded initiatives that resulted in a remarkable 67% improvement in Net Promoter Score (NPS), raising it from 4.5 to 7.5 through enhanced customer service strategiesImplemented a systematic feedback analysis framework to process 1000+ monthly customer interactions, identifying 3 critical service gaps that led to a 35% reduction in recurring customer complaints when addressed
- Developed and presented monthly analytical reports to senior management, transforming customer feedback into actionable insights that resulted in 5 major product enhancements and a 28% increase in customer satisfaction scores
- Designed and executed customer training programs reaching 200+ users monthly, resulting in a 45% decrease in basic support tickets and a 25% increase in customer retention rates
- Directly managed CEO-escalated cases with a 98% resolution rate, serving as the primary point of contact between executive leadership and high-priority clients for critical issue resolution
- Successfully defused 2-3 daily media escalations through strategic face-to-face client meetings, achieving an 85% client retention rate in potentially viral situations
- Developed and implemented a structured refund resolution framework that recovered Rs.50,000+ in potential refunds through effective negotiation and creative solution development
- Spearheaded retention initiatives for high-risk accounts, resulting in a 75% success rate in retaining clients who initially requested contract termination
Student Success Specialist
BYJU'S
Bengaluru
09.2021 - 02.2022
- Used standardized assessments to evaluate abilities, interests and characteristics of different students.
- Empowered 180 students through counseling and skill-building exercises.
- Worked with individuals to help understand and overcome personal, social or behavioral problems affecting educational or vocational situations.
- Planned and promoted career planning presentations, work experience programs and career workshops.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
Education
Master of Arts - Sociology
University of Calcutta
Kolkata03-2021
Skills
- Chat platforms
- Proficient in Jira, FreshDesk, SalesForce, Ameyo, Dialpad, Hubspot, Trello
- Report analysis
- Customer relationship building
- Revenue growth
- Customer account management
Accomplishments
- Governor's Medal winner for representing India in National Republic Day Camp - Delhi , 2018
- Collaborated with team of 2 Product Developers in the development of AI Co-Pilot.
Languages
Bengali
First Language
English
Proficient (C2)
C2
Hindi
Upper Intermediate (B2)
B2
Timeline
Customer Success Manager
ZenTrades.AI
11.2023 - Current
Escalation Specialist
BYJU'S
09.2022 - 11.2023
Issue Resolution Expert
BYJU'S
03.2022 - 08.2022
Student Success Specialist
BYJU'S
09.2021 - 02.2022
Master of Arts - Sociology
University of Calcutta
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