Shipra Sethi
New Delhi
Summary
Seasoned Specialist offering 11 years of comprehensive experience interpreting and implementing quality assurance standards and investigating customer complaints and non-conformance issues. Practiced and knowledgeable professional possessing excellent problem solving and analytical skills paired with strong knowledge of QA terms, tools and methodologies. Committed to improving overall business processes.
Overview
9
9
years of professional experience
1
1
Certification
Work History
CUSTOMER ONBOARDING SPECIALIST
ADIT
10.2023 - Current
- Onboarding new partners and trained them on the dashboard
- Help create the website in terms of client requirements
- Train customers and guide them to test the website and follow the same on the live environment
- Establish the partners requirement and recommend resolution
- Communicate effectively with both internal and external management to understand the partners issue and requirements.
CUSTOMER SUCCESS ACCOUNT MANAGER II
ADOBE NOIDA
03.2023 - 09.2023
- Managing a portfolio of 2500 Small Business Accounts for Education and NonProfits accounts
- Ensuring that 90% Renewal gets done every quarter
- Proactively reaching out to the customers to ensure the renewals are processed before the renewal cycle cut off
- Ensuring that quality is maintained over calls and emails
- Upselling the right product suitable for the customer needs
- Educating the customers about the products and services Adobe has to offer
- Getting the customers on demo calls with the specialist to help the customers decide on the product as per their business needs
- Getting all the billing issues resolved customers.
CUSTOMER SUCCESS EXECUTIVE
BIRDEYE
GURGAON
11.2021 - 02.2023
- Responsible for managing a Portfolio of 70+ Partner accounts which majorly includes Marketing & Advertising agencies worth $510,000
- Work with partners to ensure mutual success through tight collaborative efforts
- Renewals with a focus on expansion/Upsell opportunities
- Prepare & present Quarterly Business Review deck to showcase business milestones and drive
- Maintain high levels of client engagement with a focus on client satisfaction and loyalty
- Proactive outreach and correct any issues that could affect client satisfaction or retention.
MASTER CCP
AMERICAN EXPRESS
GURGAON
05.2019 - 10.2021
- Liaising with internal teams to ensure that the resolution is provided in a timely fashion for escalate queries
- Maintaining a good RTF and OSAT score in the required CHT
- Doing live call barging with new joiners
- Providing floor support whenever required
- Handling card related queries Proving the resolution at FPOC.
CUSTOMER SERVICE ANALYST
FIDELITY INTERNATIONAL
NOIDA
01.2015 - 05.2019
- Working with internal teams to resolve the client queries in the desired SLA
- Conducting Call listening sessions with teammates and quality teams to ensure that the call quality is maintained
- Working with onshore team to handle queries related to money laundering and payment issues
- Helping the quality team to do call listening along with letter and secure message
- Acting as an interim team lead in the absence of the team lead
- Proposed and implemented changes in the website with the help of the technical teams.
PROCESS ADVISOR
BARCLAYS SHARED SERVICES
NOIDA
- Handling calls related to internet issue and online payments
- Resolving the queries at FPOC
- Ensuring that the score card is maintained in terms of the OSAT and CHT
- Upselling of the service benefits
- Helping the team to uplift the RTF and OSAT scores.
Education
B.com -
National PG College Lucknow
04.2011
Skills
- Account Management
- B2B Sales (SaaS)
- Customer Engagement / Relationship Management
- Quality monitoring
- Churn Control
- Retention
- Upsell/Crosssell
- Technical Onboarding
- Website Design
- Digital Marketing
Projects
Secure messages (Fidelity), Initiated the project to bring down the SLA for the secure messages. The SLA initially was 1.8 days. Worked with the operations team and customer services to bring it down to under 1 day. Drive digital (American Express), Took the initiative to drive the digital bandwagon across the floor. Collected the improvements and upgrade suggestions from the floor and worked with the technical team to get them implemented. Credits and collections (American Express), Handpicked by SDL to work alongside credits in a knowledge exchange program. Worked as a senior level team member and a knowledge resource. Helped the team to uplift the RTF and OSAT scores
Certification
- Digital Marketing - Udemy
- SEO Strategy 2023 - Udemy
Timeline
CUSTOMER ONBOARDING SPECIALIST
ADIT
10.2023 - Current
CUSTOMER SUCCESS ACCOUNT MANAGER II
ADOBE NOIDA
03.2023 - 09.2023
CUSTOMER SUCCESS EXECUTIVE
BIRDEYE
11.2021 - 02.2023
MASTER CCP
AMERICAN EXPRESS
05.2019 - 10.2021
CUSTOMER SERVICE ANALYST
FIDELITY INTERNATIONAL
01.2015 - 05.2019
PROCESS ADVISOR
BARCLAYS SHARED SERVICES
B.com -
National PG College Lucknow
- Digital Marketing - Udemy
- SEO Strategy 2023 - Udemy
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