SARANYA MK
Bangalore
Summary
Professional with over 11 years of expertise in Escalations Management, Regulatory Complaints, GRO, Dispute Resolution, Enterprise Account Management, Operations, Customer Success, Social Media, and Online Reputation Management. Demonstrated success in delivering impactful results across diverse industries, including FinTech, EdTech, B2B2C, Insurance, SaaS, and E-commerce.
Overview
12
12
years of professional experience
4
4
Certification
Work History
Senior Manager Escalations Management, Regulatory Channel Customer Complaints
Propelld
01.2022 - 11.2024
- Company Overview: EduFin Tech, a B2B2C company.
- Led a high-performance Escalation Management team, overseeing critical customer issues, and ensuring timely, effective resolutions within TAT.
- Develop and implement strategies, policies, and procedures to meet organizational goals.
- Collaborated with institutes, coaching centers, and NBFCs through regular meetings, and prepared reports and metrics to ensure timely updates, resolve escalations, and improve service.
- Improved NPS and CSAT scores to enhance customer satisfaction. Defined team engagement models and SOPs.
- Prepared monthly reports with root cause analysis, and collaborated with senior leadership on strategic plan execution.
- Developed and streamlined the Online Reputation Management process from scratch, implementing effective tools for real-time monitoring and resolution.
- Managed regulatory complaints, including GRO, Consumer Forum grievances, legal cases, cyber complaints, critical escalations, ensuring full compliance, and swift resolution.
- Define, track, and monitor KPIs to measure operational performance.
- Analyze metrics, and make data-driven decisions to boost productivity.
- Identify and mitigate operational risks while ensuring compliance with industry regulations, and maintaining business continuity.
Key Accounts Manager - Enterprise Accounts/ Customer Success B2B2C
Flyte
06.2022 - 10.2022
- Company Overview: A San Francisco-based FinTech company for investments, buying stocks, cryptocurrencies, growing savings, and helping to build financial understanding.
- Managed the entire customer experience functions, from client onboarding to retention, by providing timely and effective resolutions to customers and being the primary point of contact, focusing on their success.
- Create strategies and strive to improve all the customer success metrics, and achieve the SLAs.
- Creating dashboards to provide insights into SaaS business metrics.
- Monitored escalations and regulatory complaints, working closely with the cross-functional teams to provide support and submit the RCA with action items.
- Proactively recommend and educate the customer about the features and benefits of the app in order to improve customer satisfaction.
- Maintaining high levels of engagement throughout the lifecycle of the customer, and seeking feedback at every point.
- San Francisco-based FinTech company for investments, buying stocks, cryptos, growing savings, and helping to build financial understanding.
Account Lead- Social Media Support, Escalations, Complaints and ORM
MoneyTap (FREO)
07.2018 - 06.2022
- Company Overview: App-based Credit Line, FinTech Company.
- Led the Social Media Customer Support team of 10+, proactively monitored, and resolved the escalations received on social media platforms like Twitter, Facebook, Play Store, Instagram, LinkedIn, GMB, App Store, etc., and managed to increase the app ratings, focusing on how to decrease negative reviews and enhance the brand's online reputation.
- Responsible for improving the entire customer experience process, problem-solving, and executing loyalty programs.
- Interacting with external banking partners and internal teams for the resolution of issues.
- Actively monitor the responses and feedback from the customers across all the platforms, evaluate the complaints, and submit the RCA with action items, ensuring the adequacy and quality of all complaint resolutions. Strategically improved CSAT/NPS surveys.
- Preparing and presenting weekly, monthly, and quarterly reports to the CXO level.
- Effectively identified and evaluated ORM tools for ticket management, streamlined the overall ORM process, and reduced TAT for issue resolution.
- Ensured regular implementation of process updates to maintain efficiency.
- Executed IVR, SMS, and email campaigns, as well as push notifications for the newly onboarded customers to capture customers' feedback, which will help us improve the product and focus on increasing the Play Store ratings.
Team Lead
Longman Ecommerce - Shopmonk Australia
09.2017 - 07.2018
- Give constant direction to team members to ensure that all customer inquiries are rightfully attended through calls and emails within TAT, and in the best way possible to get the issue resolved.
- Create better modes of operation to make customer service easier.
- Email support for eBay, Amazon sellers and update the order details in NetSuite
- Price comparison on global sites, inventory management, and order processing.
- Maintaining a track of airway bill numbers, PI numbers, and shipping execution through DHL Express, DHL eCommerce, Aus Post, Allied Express, etc.
- Create and implement work procedures that will enhance the organization, departmental service delivery, operating procedures, and standards.
- Establish metrics to measure team performance, and coach team members to achieve targets.
CRM Executive
Furlenco
06.2015 - 06.2017
- Company Overview: Furniture Rental company
- Monitored and analyzed customer queries, sales order processing, order management, inventory management, creating quotations, logistics and shipping execution
- Proven experience in Customer Retention and Churn Management
- Process the sales orders and invoices ensuring that orders are filled completely and in a timely manner
- Send order summaries and invoices manually
- Regularly met the established targets and exceeded monthly sales, up-selling with increased conversion rate and net additions
- Scheduling deliveries, resolving invoice related queries, handling customer's escalations through calls and emails
- Resolving Freshdesk tickets within specified TAT
- KYC document verification of the customers
- Helping customers throughout the journey
- Furniture Rental company
Process Associate
AXA UK Insurance
09.2012 - 01.2015
- Updated policies and records as per policyholder requests, providing financial advice and support
- Skilled in AHT, CPH, and process flow optimization
- Prepared aging reports and invoice trackers for client reviews
- Evaluated liabilities, cash flow, and insurance to develop investment strategies
- Managed PPP healthcare claims, consistently exceeding targets
Education
B.Sc. - Computer Science
Teresian College
Mysore01.2011
PUC - PCMB
St. Philomena College
01.2007
S.S.L.C -
St. Joseph's Convent
01.2005
Skills
- Customer Success Team Management
- Escalation and Complaints
- Strategic Planning
- Account and Stakeholder Management
- Regulatory Complaints
- Online Reputation Management
- Documentation and reporting
- Social Listening & Brand Awareness
- Crisis Management
- Reporting management
- Cross-functional collaboration
Tools:
- Intercom, Freshdek, Jira
- Zendesk
- Locobuzz, QuickMetrix
- Exotel, Kaleyra
- SurveyMonkey
- Mo-Engage
- PayU, RazorPay
- Sidekiq
- Gitlab
- Salesforce, Synapse
Certification
- ASP.NET Framework Software Course - NIIT, Mysore
- Customer Success Management Fundamentals - LinkedIn
- Brand Strategy: Management of Brand Reputation and customer expectation - LinkedIn
Declaration
I hereby declare that the information given is true to the best of my knowledge.
Timeline
Key Accounts Manager - Enterprise Accounts/ Customer Success B2B2C
Flyte
06.2022 - 10.2022
Senior Manager Escalations Management, Regulatory Channel Customer Complaints
Propelld
01.2022 - 11.2024
Account Lead- Social Media Support, Escalations, Complaints and ORM
MoneyTap (FREO)
07.2018 - 06.2022
Team Lead
Longman Ecommerce - Shopmonk Australia
09.2017 - 07.2018
CRM Executive
Furlenco
06.2015 - 06.2017
Process Associate
AXA UK Insurance
09.2012 - 01.2015
B.Sc. - Computer Science
Teresian College
PUC - PCMB
St. Philomena College
S.S.L.C -
St. Joseph's Convent
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