Ruchi Dalvi
MUMBAI
Summary
Results-oriented CRM Manager in Edtech with a proven record in onboarding, SaaS management, and strategic initiatives. Demonstrates excellence in driving revenue, improving metrics, and enhancing customer satisfaction. Expert in driving product adoption through targeted initiatives. Adept at obtaining and addressing customer feedback for continuous improvement.
Overview
7
7
years of professional experience
1
1
Certification
Work History
CRM Manager
Eduauraa Technologies Pvt Ltd
Mumbai
02.2023 - Current
- Onboarded over 30 customers and 40 franchisees, ensuring smooth transitions and positive experiences.
- Collaborated on SOP redesign, achieving a 20% increase in operational efficiency.
- Implemented telephony software, reducing response times by 25%.
- Executed Email and WhatsApp campaigns, resulting in a 15% increase in engagement and contributing to 10% growth in leads.
- Cultivated customer relationships, leading to a 20% increase in satisfaction and 15% boost in retention.
- Led implementation processes with a 90% adherence to Turnaround Time (TAT).
- Utilized Zoho CRM, Zoho Marketing, Wati, and Tata Smartflo, resulting in a 25% improvement in workflow efficiency.
Senior Customer Success Specialist
Think and Learn Pvt Ltd
Bangalore
12.2021 - 02.2023
- Facilitated customer onboarding and introduced them to program elements.
- Managed and resolved queries and escalations through call, email, and chat within defined response times.
- Addressed customer dissatisfaction (DSATs) and upheld a high-quality, efficient support service, resulting in a retention rate of up to 85% as per organizational standards.
- Delivered training to new team members on SOPs and policies, offering hands-on experience in customer interaction.
- Utilized CRM platforms like Salesforce, Ameyo, Freshdesk, and Lead Squared, and generated pivot tables for team assignments in Microsoft Excel.
Product Specialist
Think and Learn Pvt Ltd
Bangalore
06.2020 - 12.2021
- Conducted client follow-ups to ensure maximum customer satisfaction after support interactions and issue resolution.
- Assumed full responsibility for post-sales lifecycle management.
- Conducted rapid research on the technical specifications of products and promptly communicated accurate information in response to customer-reported issues within a 15-minute turnaround time (TAT).
- Contributed to the optimization of repair processes and the enhancement of support procedures, resulting in a consistent Customer Satisfaction (CSAT) rate exceeding 97%.
Admissions Officer
K12 Techno Services Pvt. Ltd
Mumbai
01.2018 - 12.2019
- Interacted with prospective students and guardians, emphasizing Orchids' impact on child development.
- Teamed up with preschools to organize compelling events, showcasing the school's strengths.
- Achieved a remarkable increase in annual registrations, exceeding 400 admissions for a new branch.
- Implemented enhanced promotional tactics, expanded outreach, and improved parent engagement for this success.
Project Coordinator
Young Concepts Pvt. Ltd
Mumbai
06.2017 - 12.2017
- Liaised with the relevant personnel at the institution/organization to secure permissions for hosting healthcare events at their facilities.
- Orchestrated the necessary preparations for the events, collaborating closely with on-site team members to ensure seamless execution.
- Maintained project timelines and workflow adjustments as necessary to ensure projects remained on schedule.
Education
Bachelor of Management Studies - Finance
S M Shetty College And Management Studies
Powai, Mumbai, Maharashtra2017-04
Higher Secondary Education - Commerce
Bunt Sangha's S M Shetty Junior College
Powai, Mumbai, Maharashtra2014-04
Skills
- Account Management
- Customer Service
- Email & Whatsapp Marketing
- Product Marketing
- Onboarding & Implementation Expert
Certification
- Project Management Simplified
- Decision - Making Strategies
Languages
English
First Language
Hindi
Proficient (C2)
C2
Marathi
Upper Intermediate (B2)
B2
Timeline
CRM Manager
Eduauraa Technologies Pvt Ltd
02.2023 - Current
Senior Customer Success Specialist
Think and Learn Pvt Ltd
12.2021 - 02.2023
Product Specialist
Think and Learn Pvt Ltd
06.2020 - 12.2021
Admissions Officer
K12 Techno Services Pvt. Ltd
01.2018 - 12.2019
Project Coordinator
Young Concepts Pvt. Ltd
06.2017 - 12.2017
Bachelor of Management Studies - Finance
S M Shetty College And Management Studies
Higher Secondary Education - Commerce
Bunt Sangha's S M Shetty Junior College
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