Shanu Duggal
Head of Project Delivery, Customer Support, and Sales
Alternate no- 8700642231
Summary
Dynamic Senior Customer Support & Sales Manager at RishtaSite.com, adept at elevating customer satisfaction and driving sales growth through strategic initiatives. Proven expertise in training and mentoring teams, alongside strong communication skills, has consistently enhanced operational efficiency and client relationships. Committed to delivering exceptional results and fostering a collaborative work environment.
Overview
10
10
years of professional experience
Work History
Head – Projects & Client Operations
Allied Axis Business Solutions
Faridabad
12.2024 - 06.2025
- Spearheaded the development and operational launch of the Ezymice app and internal CRM system for streamlined client document collection and team performance tracking.
- Built and executed the complete service process for PackItEasy—a vertical design offering cover design, logo design, packaging, and website design services.
- Managed a multidisciplinary team of graphic designers and customer support staff, ensuring timely project delivery, adherence to client briefs, and end-to-end payment tracking.
- Conducted onboarding, training, and performance evaluation sessions to maintain delivery quality, and align team goals with organizational KPIs.
- Played a key role in client engagement, pitching solutions, and enhancing brand visibility through operational excellence, and structured communication.
Senior Customer Support & Sales Manager
RishtaSite.com
Delhi
09.2023 - 10.2024
- Handled escalated customer complaints professionally, resolving conflicts promptly and maintaining relationships with clients.
- Increased sales revenue by developing and implementing effective sales strategies.
- Elevated customer satisfaction and loyalty by taking ownership of customer issues and following through to resolution.
- Completed performance evaluations and rectified issues to serve clients and more effectively meet KPIs.
- Managed customer service effectiveness by monitoring performance, and assessing metrics.
- Monitored employee performance to identify areas for improvement and additional training needs.
- Coached employees to develop strong customer support skills to minimize process issues and meet customer expectations.
- Supported sales department by achieving all sales targets and contributing to overall company development
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
Counseling Manager
DBB Worldwide
12.2022 - 5 2023
- Support Sales Function with operations in accomplishing business objectives
- Counseling Clients and guide them regarding proper process for relocation of pets whether domestic or international
- Keeping proper Follow-ups with employees regarding sales and after service.
Hearing Care Specialist
Hear.com/Audibene
01.2021 - 08.2022
- Counsel patients and providing solutions regarding hearing problem
- Make appointments and make patients visit to clinic
- Act as a mediator between partner clinics and patients.
Sr Business Development Executive
ExtraMarks Education Pvt. Ltd.
07.2020 - 12.2020
- Follow up on leads and explaining them concept of edtech and providing knowledge about platform
- Guiding and counseling students through telephonic and video conference sessions.
Research and Country Advising Manager
Global Opportunities Pvt. Ltd.
07.2016 - 05.2020
- Keep check on employees under my team and follow proper reporting
- Research on Universities of different countries
- Maintain the Risk Assessment Process of Students.
Data Researcher
Eli Research India Pvt. Ltd.
07.2015 - 05.2016
- E-Mail Appending
- Data Research from database.
Education
BBA II (Industry Integrated) -
DAV Institute of Management
Faridabad, HaryanaHigher Secondary - Commerce with Informatic Practices
Holy Child Public School
FaridabadSenior Secondary -
Holy Child Public School
FaridabadSkills
- Project and workflow management
- Team leadership and collaboration
- Client communication and escalation
- Training and mentoring
- Client relationship management
- Performance tracking
- Process optimization
- Operational excellence
- Cross-functional coordination
- Scrum mastery
Areas Of Interest
- Professional Development
- Leadership & Teamwork
- Creativity & Innovation
- Technology & Data
- Service Excellence and Issue resolution
- Customer Journey Mapping & Escalation Management
Languages
Hindi
First Language
English
Proficient (C2)
C2
Punjabi
Advanced (C1)
C1
Accomplishments
- Awarded Employee of the Year continuously for two years straight
Timeline
Head – Projects & Client Operations
Allied Axis Business Solutions
12.2024 - 06.2025
Senior Customer Support & Sales Manager
RishtaSite.com
09.2023 - 10.2024
Counseling Manager
DBB Worldwide
12.2022 - 5 2023
Hearing Care Specialist
Hear.com/Audibene
01.2021 - 08.2022
Sr Business Development Executive
ExtraMarks Education Pvt. Ltd.
07.2020 - 12.2020
Research and Country Advising Manager
Global Opportunities Pvt. Ltd.
07.2016 - 05.2020
Data Researcher
Eli Research India Pvt. Ltd.
07.2015 - 05.2016
BBA II (Industry Integrated) -
DAV Institute of Management
Higher Secondary - Commerce with Informatic Practices
Holy Child Public School
Senior Secondary -
Holy Child Public School
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