SHAMA SANJAY KARKARE

• My role is a major profit center for the organization; I contribute directly to the ARR (USD 5 million)
• Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team and ensured that all teams are working efficiently towards achieving the turn around time communicated to clients
• Played an instrumental role in satisfying some large logos like Dunzo, Groww, The Medical City and Zeta by working with operational teams for proper resolution of service issues.
• Analyzed customer data to identify trends and develop strategies to improve customer success metrics
• Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
• Leveraged client relationships to translate my efforts into logo retention, manager churn risk and drive a positive NPS score

• Digitalized HR processes for growth clients across India and managed cross functional coordination to meet client requirements and ensure a delightful customer experience
• I have Improved several account’s health by predicting potential threats/challenges in implementing the processes on the system and outlined proactive solutions within stringent timelines leading to a consistently high NPS score (8.5+)
• Empathizing and communicating with my clients and building a positive relation with them

• Worked on getting clients on board for the company and improving the visibility of existing clients on the search engine to enhance the relations
• Facilitated strategic alliances and streamlined the website content to improve customer experience with the product.

CGPA Scored : 7.94

• Elected Vice President for the official advertising and branding club of IBS Hyderabad
• Lead events with a footfall of 500-1000 people and managed their operations end to end
• Serviced Clients like Dominos for the student club, raised funds for the clubs operations from various local brands
• Overlooked and managed the operations and anchoring team for the 8th International Conference on Marketing and Business Strategy (ICOMBS 2019)

Percentage Scored : 75.63%

• Assistant Contingent leader in second year and Contingent Leader in third year for the BMM department

Percentage Scored : 78.92%

Percentage Scored : 84.60%