Shashank Singh
Mumbai
Summary
Dynamic retention specialist with a proven track record at IDFC First Bank, adept at enhancing customer loyalty through strategic engagement initiatives. Skilled in data analysis and relationship management, I excel in resolving issues and driving satisfaction, contributing to significant retention improvements and fostering long-term client relationships.
Overview
8
8
years of professional experience
Work History
Retention Specialist
IDFC First Bank
Mumbai
11.2023 - Current
- Developed retention strategies to bolster customer loyalty and strengthen business relationships.
- Analyzed customer feedback to pinpoint improvement areas for enhanced service delivery.
- Implemented effective customer engagement initiatives to foster long-term satisfaction.
- Tracked retention metrics to monitor satisfaction trends and inform strategic decisions.
- Resolved customer issues swiftly to uphold positive relationships and trust.
- Managed databases to ensure accurate maintenance of customer information.
- Negotiated with customers to achieve fair resolutions, promoting mutual benefits.
- Explained new products and services, ensuring comprehension and interest.
Virtual Relationship Manager
Kotak Mahindra Bank Ltd
Mumbai
01.2023 - 10.2023
- Managed client relationships to ensure high levels of satisfaction and retention.
- Collaborated with internal teams to design tailored financial solutions for clients.
- Educated clients on bank offerings and compliance requirements effectively.
- Facilitated onboarding processes for new clients, ensuring smooth transitions.
- Resolved client inquiries promptly, enhancing overall customer experience.
- Identified customer needs, developed customized solutions, and provided knowledgeable advice.
- Developed and maintained strong relationships with clients to ensure satisfaction and loyalty.
- Built long-term relationships with lucrative clients by utilizing active listening, effective communication and dynamic interpersonal skills.
- Developed strategies to attract new customers while retaining existing ones.
- Managed daily operations including scheduling appointments, coordinating meetings and preparing agendas.
- Resolved escalated customer issues efficiently and effectively within established timelines.
- Maintained accurate records of all client interactions within the company's CRM system.
- Provided ongoing support throughout the sales cycle by responding promptly to inquiries, resolving issues, and following up on requests in a timely manner.
- Collaborated with internal teams to develop strategies that would increase customer engagement levels.
Senior Growth Manager
Cloustrats Technologies (P) Ltd.
Lucknow
12.2021 - 12.2022
- Developed and implemented growth strategies to enhance market presence.
- Analyzed market trends to identify new business opportunities.
- Conducted competitor analysis to inform strategic planning and positioning.
- Created reports on performance metrics to guide decision-making processes.
- Implemented processes for collecting feedback from customers to better understand their needs and preferences.
- Monitored industry trends and competitor activities to inform strategic decision making around product development and marketing efforts.
- Analyzed customer data to identify opportunities for improvement in the user experience, product development, and marketing campaigns.
- Coached junior team members on effective ways to implement growth tactics within their respective areas of responsibility.
- Built relationships with key stakeholders within the organization to ensure successful execution of growth initiatives.
- Designed strategies for leveraging new technologies or platforms that could drive customer acquisition or engagement.
Senior Business Development Associate
AttainU(Leetu Education Pvt. Ltd)
Lucknow
08.2020 - 11.2021
- Developed strategic partnerships with educational institutions to enhance offerings.
- Conducted market research to identify potential growth opportunities in the education sector.
- Collaborated with cross-functional teams to refine business development strategies.
- Created presentations to showcase company solutions at industry events and meetings.
- Mentored junior associates on best practices in business development techniques.
- Researched competitors' activities to stay abreast of industry trends, developments, and changes in customer requirements.
- Conducted market research to identify customer needs and preferences, as well as competitive pricing structures.
- Provided technical support during client meetings and presentations when required.
Customer Service Executive
Aegis Pvt Ltd
Lucknow
08.2017 - 05.2020
- Handled customer inquiries and resolved issues promptly and effectively.
- Assisted customers with product information and service options.
- Processed transactions accurately using company software systems.
- Maintained customer records and updated information as needed.
- Provided feedback to management on customer concerns and trends.
- Trained new staff on customer service protocols and best practices.
- Tracked customer complaints and followed up to ensure resolution was achieved.
Education
Bachelor of Commerce - Accounting And Finance
Veer Bahadur Singh Purvanchal University
Uttar Pradesh,India07-2020
Skills
- Customer retention and engagement
- Data analysis and review
- CRM management and customer relations
- Relationship management
- Strategic planning and process improvement
- Effective communication skills
- Team collaboration and conflict resolution
- Problem solving and performance tracking
- Upselling and cross-selling strategies
- Documentation and continuous improvement
Languages
Hindi
First Language
Hindi
Proficient (C2)
C2
English
Advanced (C1)
C1
Declaration
I hereby declare that the information provided above is true and correct to the best of my knowledge and belief.
Timeline
Retention Specialist
IDFC First Bank
11.2023 - Current
Virtual Relationship Manager
Kotak Mahindra Bank Ltd
01.2023 - 10.2023
Senior Growth Manager
Cloustrats Technologies (P) Ltd.
12.2021 - 12.2022
Senior Business Development Associate
AttainU(Leetu Education Pvt. Ltd)
08.2020 - 11.2021
Customer Service Executive
Aegis Pvt Ltd
08.2017 - 05.2020
Bachelor of Commerce - Accounting And Finance
Veer Bahadur Singh Purvanchal University