SHASHI BUSHAN
Relationship Manager BD, Growth
Bengaluru,KA
Summary
I have over 7 years of experience in Fin-tech, VC firm, Operations and Customer support, excelling in team leadership and management in startup environments. I possess a strong ability to foster positive relationships within teams while driving results. My expertise spans operations management, customer service, and finance, making me a well-rounded professional dedicated to enhancing customer experience and team performance.
Overview
12
12
years of professional experience
3
3
Languages
Work History
Relationship Manager BD & Growth
Inflection Point Ventures
06.2024 - 08.2025
- Inflection Point Ventures (IPV) is a Gurugram-based angel investing platform, founded in 2018. It connects new-age entrepreneurs seeking early-stage funding with a large, diverse community of angel investors. IPV's core mission is to democratize angel investing, making startup investment more accessible to a wider group of people.
- Managed end-to-end team deliverables, ensuring alignment with fund objectives, and investment timelines.
- Collaborated with the marketing team to optimise lead generation, distribution, and resource allocation, resulting in improved lead flow and quality for sales.
- Involved with streamlining the internal processes, including SOPs, to enhance operational efficiency and performance.
Increased call flow for better connectivity percentage from 26% to 42%.
- Involved in multiple investor-focused webinars, WWH (Why, What & How) of Angel Investing, showcasing expertise in investors and simultaneously educating new-age investors about Angel Investing, while engaging them in calls with investors and founders during my time of employment here.
Involved in multiple offsite investors' gatherings and high tea networking tables.
- Built strong and positive relationships with customers by staying polite and helpful throughout interactions.
- Scheduled, arranged and attended meetings with customers to maintain trusting and long-lasting relationships.
- Addressed and resolved customer complaints in efficient, effective and timely manner.
- Generated new business by executing strategic campaigns and proactively cold calling customers.
- Utilised CRM software to track client interactions, improving the accuracy of client data and service personalisation.
- Resolved complex client issues promptly, maintaining trust and preventing attrition.
- Maintained client correspondence, preferences and sales on CRM systems for sales and marketing purposes.
- Boosted client satisfaction by monitoring and continuously improving service delivery.
- Negotiated terms with new clients, effectively communicating the value proposition of services offered.
- Analysed financial statements and client portfolios to provide customised investment advice, enhancing client wealth.
- Identified upselling and cross-selling opportunities, contributing to a 6% increase in revenue from existing clients.
- Cultivated and maintained long-term relationships with key clients to boost retention rates and client satisfaction.
- Implemented customer feedback mechanisms, significantly improving service delivery and client contentment.
Team Leader
Possible
04.2021 - 06.2024
- Possible - Truweight Wellness Private Limited, founded in 2015, is an Indian nutrition-based healthcare company that rebranded as Possible in January 2021. The company offers health programs and products based on sustainable nutrition to help with weight management and reversal of lifestyle diseases.
- Maintained excellent employee relationships by cultivating supportive, positive and helpful working environment.
- Served as customer service team lead, enforcing company policies, answering co-workers' questions and training new staff.
- Completed audits and risk assessments to achieve regulatory compliance.
- Closely monitored team performance by conducting observations and tracking key metrics, identifying and managing underachievers appropriately.
- Inspired teams to achieve or exceed goals through regular motivation, implementing loyalty incentives and facilitating team-building activities.
- Led staff meetings to delegate tasks, assign workloads and communicate changing priorities.
- Planned employee workloads and delegated tasks strategically to meet seasonal fluctuations in demand.
- Tactfully handled complaints from staff, management and clients using excellent problem-solving and dispute resolution skills.
- Resolved complex customer enquiries, disputes and complaints.
- Delivered quality service with friendly and professional demeanour.
- Monitored operations to ensure employees followed relevant procedures and worked towards defined Key Performance Indicator (KPI) targets.
- Assisted with team recruitment, interviewing and onboarding.
- Evaluated team performance and provided constructive feedback to improve daily goal achievement.
- Offered constructive feedback to employees in response to quality assurance measures.
- Integrated process improvements to optimise overall workflow and efficiency.
- Turned corporate mandates into actionable directives for mid- and low-level staff.
- Attended conventions to represent organisation, gather information and help build new partnerships.
- Recruited and hired staff for organisational vacancies and enforced consistent policies across workforce.
- Drove company growth with proactive mindset and results-oriented plans for business operations.
- With all the above implication boosted the sales growth from 26% to 38% jump during my employment here.
Customer Service Team Lead
CrediMe
11.2019 - 02.2021
- CrediMe operates as an online consumer loans platform, providing salary advance and short-term personal loans to individuals in India. The digital platform offers a fast and simple loan acquisition process, with instant approval and fund disbursement within minutes to eligible borrowers' bank accounts after digital verification of documents like PAN, Aadhaar, and selfie. The company aims to make it easier for employed, self-employed, and freelancer customers to access quick and affordable online loans, especially to manage unexpected expenses before payday.
- Joined as a Senior customer support executive, later promoted to Team Lead.
- Managed a team of 10-15 members.
- Ensuring to meet targets set on daily basis.
- Performing inbound and outbound calls to the customers based on requirements.
- Reminding customers on due payment dates.
- Creating and providing daily reports and analysis in a timely manner.
- Participation in Team meetings and trainings.
- Trained new peers on processes and tools.
- Handling customer escalations and queries via phone and email.
- Proactive customer advocacy to define and ensure quality customer experience.
- Monitoring app related issues and app ratings on Google Play Store.
- Planning and development of business strategy to ensure steady performance.
Senior Customer Support Executive
Accenture
03.2019 - 09.2019
- Handled client concerns regarding bank transaction issues via calls and emails.
- Achieved AHT (Average Handling Time) and C-Sat.
- Followed up with clients regarding escalations.
- Resolved client issues within the given Turnaround Time (TAT).
- Accenture is a global professional services company.
Senior Executive
Aegis India
03.2018 - 02.2019
- Handled customer concerns & issues regarding AJIO products via chat, email & calls.
- Provided resolutions to customers regarding their payments, order tracking, refunds, and replacements.
- Won multiple R&R (Rewards & Recognition) awards during tenure.
- Recognized as a C-Sat (Customer Satisfaction) Champion for 4 months in a row.
- Aegis India specializes in customer service outsourcing for AJIO.
Process Associate
Infocon International
01.2014 - 05.2017
- Converted documents from digital format for electronic publishing.
- Handled U.S. clients regarding their legal documents and issues via chat/email.
- Infocon International Limited is a privately held Indian company specializing in information technology enabled services (ITeS) and data processing.
Education
Bachelor of Business Administration -
Sri Bhagawan Mahaveer Jain College
India05.2016
Bachelor's Degree - undefined
Surana College
India05.2013
Skills
Leadership
Great Individual Contributor
Microsoft Excel
Pivot Table
Relationship building
Customer relationships
Relationship management
Customer service
Relationship building and management
Client engagement
Service support
Issue resolution
Client acquisition
Sales reporting
Product recommendations
Time management
Value selling
Product knowledge
Customer education and consulting
Customer relationship management
Client relationships
Qualifying customers
Risk management
Overcoming objections
CRM tracking
Sales proficiency
Critical thinking
Wealth management
Attention to detail
Customer advocacy
Risk mitigation
Deadline management
KEY ACHIEVEMENTS
- Team Leadership and Management
- Successfully led several teams to exceed operational goals while maintaining a supportive work environment
STRENGTHS
- Team Leadership
- Experienced in leading teams and improving customer support operations
Timeline
Relationship Manager BD & Growth
Inflection Point Ventures
06.2024 - 08.2025
Team Leader
Possible
04.2021 - 06.2024
Customer Service Team Lead
CrediMe
11.2019 - 02.2021
Senior Customer Support Executive
Accenture
03.2019 - 09.2019
Senior Executive
Aegis India
03.2018 - 02.2019
Process Associate
Infocon International
01.2014 - 05.2017
Bachelor's Degree - undefined
Surana College
Bachelor of Business Administration -
Sri Bhagawan Mahaveer Jain College