Travelling
Shilpi Sharma
Customer Service Manager
Gurgaon
Summary
Customer Service manager with 10+ years of experience in Customer Success, Service, Collections and Sales. Encouraging 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 stakeholder management and independent decision-making skills to positively impact company success.
Overview
10
10
years of professional experience
3
3
years of post-secondary education
3
3
Languages
Work History
Customer Success Manager
OculusIT
Gurgaon
03.2020 - 07.2022
- Manage a portfolio of business client accounts, established productive, professional and profitable relationship with the key personnel in assigned customer accounts
- Coordinate with various departments within the organization, including support, operations, finance, technology and manage resources, to ensure seamless functioning of the client accounts
- Planning and execution of contract renewals
- Product management
- Coordinating with engineers and ensuring the timely execution of the project as mentioned in the SOWs
- Ensure timely collection of recurring payments from the clients to avoid aging of accounts receivable
- Continuously identify opportunities for up-selling /cross-selling the company product portfolio and meet assigned targets for profitable sales volume and strategic objectives in assigned accounts
- Proactively lead a joint company-strategic account planning process that develops mutual performance objectives, financial targets and critical milestones for a one and three-year period
- Maintain a consistent schedule of online meetings with the client to manage performance objectives, customers- expectations and assess customer needs on an ongoing basis
- Document all requests and comments made by clients to ensure timely feedback and follow-up actions of client escalations
- Continually innovate, develop and suggest enhancements to the client management function such as new methods of analysis or service technique
Customer Experience Lead
Airbnb
Gurgaon
09.2017 - 02.2020
- Manage a team of 20-25 associates involved in servicing Global community of Airbnb
- Driving team to meet and exceed metric expectations and business goals
- Acted as sole owner of transitioning Airbnb Experiences business at Airseva office Gurgaon
- Role included- Designing KPIs, incentives plan, HC planning, market analysis of Experiences business, transitioning of all the processes of Experiences at Airseva
- Headed recruitment project including Headcount CAP plan for the process
- Client management- dealing with business clients of Airbnb and managing their expectations
- Leading business reviews with stakeholders
- Managing day-to-day management duties such as coaching and feedback, team and one-on-one meetings, process updates, escalation calls, daily audits etc
- Analyzing data and metrics to identify the customer service level that Airbnb is providing; proactively identify opportunities for operational improvement
- Evaluating workflows and finding ways for them to be more efficient, relevant and valuable both internally and externally
- Understanding the top user issues and make recommendations to improve Airbnb products and policies
- Taking care of projects outside scope assigned by manager
- Example- driving NPS scores for the entire site, helping with recruitment long with handling the team, Supporting new leads with their certification and on-boarding process
- Collaborating in establishing policies, processes, and standards that support a world-class customer service operation
- Providing clear and concise reporting of team, skill, and center statistics such as occupancy, interval adherence, and absenteeism at determined frequencies.
Group Manager, Legal Collections
Encore Capital group
Gurgaon
12.2015 - 03.2017
- Mentoring, managing and coaching of account managers to drive consistent achievement of operational goals
- Taking regular team huddles related to new updates/changes
- Handling Consumer escalations/Second voices and taking appropriate action to resolve them
- Dealing with Attorney/Paralegals to help Consumers with litigation process on unpaid debt
- Motivating the team to achieve their daily collection targets
- Publishing daily reports on performance parameters (P2G, TOS, Payer rate, Settlement rate, quality).
Team Manager, Customer Service
Admiral Solutions
Gurgaon
05.2012 - 10.2015
- Preparing daily workloads for staff & coordinating the daily allocation of work
- Motivating the team to achieve high standards and KPI targets
- Handling new client inquiries and acting as the face of the business
- Dealing with customer complaints and resolve them in timely manner
- Monitoring & reporting on standards & performance targets
- Arranging & chairing weekly team meetings, focusing on targets & achievements
- Helping team achieve NPS and measuring it on a daily basis
- Make necessary action plans to ensure NPS target is met for the entire team
- Involved in the recruitment of new staff
- Praise team members and creates a positive working environment by running healthy competitions, which helps driving performance as well
- Ensuring all administrative work is completed on time
- Providing prompt and accurate information on individual performance.
Sales Executive
Accor Advantage Plus
Gurgaon
06.2010 - 02.2011
- Outbound process, which included following on the leads received and selling the membership for Accor group of hotels for APAC region.
Education
Bachelor of Science - Aircraft Maintenance
AP Aviation Academy
Hyderabad 01.2006 - 06.2009
Skills
Customer Relations
undefinedInterests
Aeromodelling
Swimming
Timeline
Customer Success Manager
OculusIT
03.2020 - 07.2022
Customer Experience Lead
Airbnb
09.2017 - 02.2020
Group Manager, Legal Collections
Encore Capital group
12.2015 - 03.2017
Team Manager, Customer Service
Admiral Solutions
05.2012 - 10.2015
Sales Executive
Accor Advantage Plus
06.2010 - 02.2011
Bachelor of Science - Aircraft Maintenance
AP Aviation Academy
01.2006 - 06.2009
Similar Profiles
Vaibhav TiwariVaibhav Tiwari
SOC Monitoring Lead at OculusITSOC Monitoring Lead at OculusIT
Aamir AlamAamir Alam
NOC Analyst at OculusITNOC Analyst at OculusIT
KARISHMA RAWATKARISHMA RAWAT
Senior AML/KYC Analyst at KPMG Global Services Pvt LtdSenior AML/KYC Analyst at KPMG Global Services Pvt Ltd
Rohit SharmaRohit Sharma
Assistent Consultent at Tata Consultancy ServiceAssistent Consultent at Tata Consultancy Service
Shaily AdityaShaily Aditya
AVP Sales at CallHippoAVP Sales at CallHippo