Summary
Overview
Work History
Education
Skills
Timeline
Generic

SAMIA NAWAZISH

Guwahati

Summary

As a Customer Success Manager with 6 years of experience in the SaaS industry, I have developed a strong track record of driving customer satisfaction, retention, and growth. My expertise lies in building long-term relationships with clients, ensuring they fully realize the value of the software solutions we provide. I focus on understanding customer needs, providing tailored support, and collaborating across teams to deliver exceptional outcomes that align with business objectives. My goal is to help customers succeed, ensuring their journey with the platform is seamless and rewarding.

Overview

6
6
years of professional experience

Work History

Customer Service Manager

Epam Systems
Remote
10.2020 - Current
  • Managed a portfolio of major clients and their franchisees, acting as the primary point of contact and building strong, long-term relationships.
  • Analyzed client usage data and identified opportunities for improved utilization and value realization.
  • Proactively identified client needs and presented data-driven solutions leveraging our product and service offerings
  • Collaborated with internal teams to ensure client needs were addressed and satisfaction was maximized.
  • Developed and delivered training programs to client staff on platform features and benefits.
  • Monitored key performance indicators (KPIs) and customer health metrics, presenting regular reports and recommendations to leadership.
  • Developed policies and procedures related to customer service operations.
  • Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.

Team Lead

Travel Tech
Remote
01.2019 - 10.2020
  • Lead a team of 10 customer service representatives, providing coaching, guidance, and performance evaluations to ensure exceptional customer experiences
  • Collaborate with cross-functional teams to identify process inefficiencies and implement improvements, resulting in a reduction in average handling time
  • Develop and deliver training programs for new hires and ongoing training sessions for existing team members, contributing to a 100% increase in first-call resolution
  • Provided exceptional customer support for software products via phone, email, and chat.
  • Onboarded new clients, ensuring they understood product functionalities and achieved their goals.
  • Developed and maintained comprehensive help documentation and video tutorials for improved self-service.
  • Analyzed customer feedback to identify areas for improvement and product development.
  • Proactively identified and resolved client issues, exceeding satisfaction expectations.
  • Collaborated with internal teams to ensure client needs were addressed.

Customer Service Representative

Whatapotrait
  • Managed customer inquiries and complaints escalated to the managerial level, ensuring timely and satisfactory resolution while preserving customer relationships
  • Utilized data and metrics to identify areas for improvement and implemented strategies to enhance customer experience
  • Ability to identify and resolve order/inventory issues and collaborative approach to issue resolution
  • Adherence to SLA targets and commitment to timely order processing
  • Assisted in the coordination of administrative tasks, including data entry, document management, and scheduling
  • Successfully handled a high volume of customer queries, meeting or exceeding response time targets.

Education

BA Economics (H) -

The Assam Royal Global University
Guwahti

Master of Arts - Economics

The Assam Royal Global University
Guwahatii

Skills

  • Communication Skills
  • Ability to work in a team
  • Team leadership
  • Critical thinking and problem solving
  • Proficiency in Microsoft Office
  • Effective Time Management
  • HTML
  • CSS
  • Javascript
  • SQL
  • Familiarity with CRM software like Salesforce, Zendesk, Jira, Freshwork, Zoho, D365
  • Client Relationship Building
  • Data Analysis
  • Presentation
  • Training & Development
  • Google Suite Proficiency
  • SLA management
  • Delivery Management
  • Project Coordination

Timeline

Customer Service Manager

Epam Systems
10.2020 - Current

Team Lead

Travel Tech
01.2019 - 10.2020

Customer Service Representative

Whatapotrait

BA Economics (H) -

The Assam Royal Global University

Master of Arts - Economics

The Assam Royal Global University

Similar Profiles

CREATE PROFILE
SAMIA NAWAZISH