SHAKIRA BANU
Customer Success
Bangalore,Karnataka
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
15
15
years of professional experience
Work History
Senior Customer Success Manager
Otomeyt World LLP
02.2018 - 12.2022
- Executed a proactive account management strategy, achieving a remarkable 40% improvement in customer retention and renewal rates
- Implemented customized onboarding plans, resulting in a notable 10% reduction in churn rate
- Introduced and documented streamlined processes, realizing a 50% increase in team efficiency
- Collaborated with the sales team to identify and capitalize on upsell opportunities, contributing to a significant 50% increase in upsell/renewal revenue
- Conducted impactful Quarterly Business Reviews (QBRs), fostering trusted advisor relationships, and achieving a 30% increase in customer satisfaction and referrals
- Managed renewals, ensuring compliance with standards, and actively contributed to product updates based on customer feedback.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Collaborated with sales and product teams to address customer success objectives.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Created customer support strategies to increase customer retention.
- Generated reports and communicated results to stakeholders to provide insights into customer success.
- Conducted periodic user training sessions to support customer understanding and product feature utilization.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Developed detailed plans based on broad guidance and direction.
Assistant Manager
Flipkart
12.2016 - 01.2018
- Led a team of 150, optimizing support operations, achieving improvements in Customer Satisfaction (CSAT), and response time
- Implemented process improvements and product enhancements for an elevated customer experience and operational efficiency
- Produced comprehensive reports and dashboards for senior management, providing data-driven insights for strategic decisions.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Mentored team members to enhance professional development and accountability in workplace.
- Increased employee performance and job satisfaction to strengthen retention and engagement.
Service Delivery Escalation Manager/Team Leader/Trainer, Team Leader
Infosys, Infosys PVT LTD
01.2008 - 05.2016
- British Telecom/ Training & Development/ Order Management/ SDEM: INFOSYS- Overall 8 Years of experience
- Worked in, for British Telecom Client, Training & Development- Trainer (Cisco) / Post Invoicing Disputes Team /Order Management Team/ Service Delivery Escalation Manager- Cisco Client
- As a seasoned professional with 8 years of experience, I have excelled in various roles at Infosys, notably as a Service Delivery Escalation Manager- Cisco Client & British Telecom Client Inbound Voice Support
- In the realm of training and development, I served as a Trainer (Cisco) and oversaw teams handling Post Invoicing Disputes/ Order & Booking/Service Contracts and Order Management
- I played a pivotal role in building high-performing teams, conducting training sessions, providing individualized coaching, and implementing data-driven strategies that improved service quality and efficiency
- Through weekly proactive backlog analysis and effective resolution of escalated customer service issues, I ensured optimal service delivery
- My commitment to excellence, coupled with a customer-centric approach, has consistently yielded positive results.
- Onboarded new employees with training and new hire documentation.
- Cross-trained existing employees to maximize team agility and performance.
Education
Bachelor of Commerce - Taxation
Maharani's College of Arts & Commerce
MysoreSkills
Process Optimizationundefined
Timeline
Senior Customer Success Manager
Otomeyt World LLP
02.2018 - 12.2022
Assistant Manager
Flipkart
12.2016 - 01.2018
Service Delivery Escalation Manager/Team Leader/Trainer, Team Leader
Infosys, Infosys PVT LTD
01.2008 - 05.2016
Bachelor of Commerce - Taxation
Maharani's College of Arts & Commerce
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