Sanjukta Sen Mahapatro
Customer Success Strategist
Gurgaon
Summary
Talented Vice President with excellent employee development, customer service and analytics skills coupled with more than 20 years of experience. Passionate about applying excellent organization and communication skills to manage and lead teams. Demonstrated record of success in building successful teams and managing profitable operations.
Overview
18
18
years of professional experience
3
3
Languages
Work History
VP, Client Relationship Manager
Verifacts Services
09.2023 - 08.2024
- Developed and implemented strategies to increase product adoption, customer loyalty and retention and enhance customer satisfaction while actively setting and contributing to churn reduction tactics.
- Aligned customer success strategies with overall business goals, contributing to revenue growth and customer base expansion.
- Mentored and managed a customer success team, promoting a culture of excellence and continuous improvement.
- Utilized the sales experience to identify and capitalize on upselling and cross-selling opportunities within the existing customer base.
- Coached CS team to establish and maintain strong relationships with key clients, understanding their needs and ensuring they received exceptional service.
- Continuously reviewed and optimized customer success processes and practices for efficiency and effectiveness.
- Regularly reported on customer success metrics and insights to the leadership team, informing strategic decisions.
- Led cross-functional teams to drive strategic initiatives and enhance organizational performance.
- Developed and implemented comprehensive business strategies to align with corporate objectives.
- Oversaw financial planning and budgeting processes to optimize resource allocation.
- Established key performance indicators to measure operational efficiency and effectiveness.
- Mentored senior management, promoting leadership development and succession planning.
- Led cross-functional teams for the successful completion of major projects, resulting in increased efficiency and client satisfaction.
- Collaborated with senior management to develop strategic initiatives and long term goals.
- Demonstrated proficient leadership skills to motivate employees and build competent teams.
- Cultivated strong relationships with key stakeholders, including customers, vendors, regulators, and community leaders to promote collaboration and long-term success.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Head - Customer Success
Nimbus Post Pvt. Ltd.
09.2022 - 02.2023
- Led a high-performing team of over 200 customer success managers, driving customer satisfaction.
- Crafted and executed customer success strategies that significantly enhanced satisfaction, retention, and revenue, consistently achieving key performance indicators (KPIs).
- Worked collaboratively across departments to synchronize customer success efforts and established metrics to evaluate and boost team performance.
- Streamlined operations, addressed challenges effectively, and leveraged data analysis for informed decision-making, showcasing strong communication and organizational abilities.
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- Worked well in a team setting, providing support and guidance.
- Organized and detail-oriented with a strong work ethic.
- Resolved problems, improved operations and provided exceptional service.
Senior Manager, Operations
KOMPANIONS
02.2020 - 03.2022
- Oversaw end-to-end operations for creating accurate, curriculum-aligned pictorial storyboards, and approved consistent content for a team of 150+ associates.
- Achieved a 95% quality rate for animations, enhancing the VR learning experience score by 30% in 3 months.
- Improved SLA adherence by over 45% by managing quality and design teams and implementing strategies for operational excellence and high employee engagement.
- Conducted effective onboarding and training for new joiners, and led systematic audits for continuous improvement aligned with ISO 9001 standards.
- Led cross-functional teams to streamline operational workflows and enhance service delivery.
- Developed and implemented strategic initiatives to improve customer engagement and retention.
- Oversaw project management efforts, ensuring timely completion and adherence to quality standards.
- Analyzed financial data to inform strategic decision-making and optimize resource allocati
- Collaborated with stakeholders to identify business needs and drive process improvements.
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Senior Manager
Karvy Fintech
02.2018 - 07.2019
- Led a backend operations team in efficiently handling 184 customer change requests for mutual fund policies and managed a team of 115 executives.
- Oversaw a regulated escalation desk of 35 members, reducing monthly complaints by 36% through proactive grievance redressal.
- Collaborated with Reliance Mutual Fund to resolve SEBI-related queries and complaints, enhancing service quality to 98% and boosting CSat scores by 43%.
- Implemented and trained agents on testing tools, monitored recruitment and training and generated weekly and monthly MIS reports.
- Led strategic initiatives to enhance operational efficiency and client satisfaction.
- Developed and implemented comprehensive risk management frameworks to mitigate financial exposure.
- Managed cross-functional teams to drive project delivery and process improvement efforts.
- Streamlined reporting processes through automation, improving accuracy and reducing turnaround times.
- Mentored junior managers, fostering talent development and enhancing team performance.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Lead Generation for Business Growth
Self-Employed
04.2015 - 01.2018
Head Customer Service
Utsav Fashion Pvt. Ltd.
06.2013 - 04.2015
Regional Manager
Prithvi Information Solutions
08.2011 - 06.2013
Operations Manager
IBM Daksh
06.2008 - 07.2011
Operations Manager
First Source Solutions
12.2006 - 05.2008
Education
Bachelor of Business Management - Business Management, Marketing
Bangalore University
Bengaluru, India04-2002
Skills
Customer Service Management
Interests
Travelling, Cooking
Accomplishments
- Improved customer satisfaction (C-Sat) by 32% and achieved 100% KPIs as Head of Customer Success at Nimbus Post.
- Streamlined business operations and enhanced customer experience, achieving a 98% satisfaction rate for new businesses.
- Improved Service Level Agreement (SLA) adherence by 45% between the quality and design teams at KOMPANIONS.
- Resolved product issue through consumer testing.
Timeline
VP, Client Relationship Manager
Verifacts Services
09.2023 - 08.2024
Head - Customer Success
Nimbus Post Pvt. Ltd.
09.2022 - 02.2023
Senior Manager, Operations
KOMPANIONS
02.2020 - 03.2022
Senior Manager
Karvy Fintech
02.2018 - 07.2019
Lead Generation for Business Growth
Self-Employed
04.2015 - 01.2018
Head Customer Service
Utsav Fashion Pvt. Ltd.
06.2013 - 04.2015
Regional Manager
Prithvi Information Solutions
08.2011 - 06.2013
Operations Manager
IBM Daksh
06.2008 - 07.2011
Operations Manager
First Source Solutions
12.2006 - 05.2008
Bachelor of Business Management - Business Management, Marketing
Bangalore University
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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LANGUAGE
English
Hindi
Bengali
MANAGERIAL ROLES FROM 2006 TO 2019 IN IT, RETAIL, & CLIENT SERVICING COMPANIES
- Apr’15- Jan’18 - Self-Employed - Lead Generation for Business Growth
- Jun’13- Apr’15 - Utsav Fashion Pvt. Ltd., Kolkata - Head Customer Service
- Aug’11- Jun’13 - Prithvi Information Solutions, Kolkata - Regional Manager
- Jun’08- Jul’11- IBM Daksh, Vishakhapatnam - Operations Manager
- Dec’06- May’08 - First Source Solutions, Kolkata - Operations Manager