Shivaji Yadav
Pune
Summary
Dynamic Customer Success Manager with a proven track record at Chat360, adept at leveraging CRM and communication skills to boost customer loyalty and retention. Excelled in account management, ensuring seamless onboarding and effective training, while nurturing vital customer relationships. Demonstrated leadership in guiding teams and enhancing customer service standards at Paddy Power, achieving significant improvements in customer satisfaction.
Overview
6
6
years of professional experience
Work History
Customer Success Manager
Chat360
Pune
04.2024 - Current
- Key accounts managed: BramhaCorp, Sahyadri Hospitals, Sabarimala Temple, Mantra Properties and more.
- Facilitate seamless onboarding for new customers, ensuring their accounts are set up and managed efficiently.
- Provide comprehensive training to new users to ensure they understand and maximize the platform's capabilities.
- Build and nurture strong customer relationships to enhance loyalty and retention.
- Address customer inquiries, resolve issues, and handle complaints promptly and professionally.
- Design and implement chatbots across multiple platforms, including Websites, WhatsApp, Facebook, and Instagram.
- Identify opportunities to upsell services and products aligned with the brand's image.
- Develop template content for customers and assist them in executing impactful Marketing and Utility campaigns.
Customer Service Team Lead
Paddy Power
London
03.2023 - 09.2023
- Step up and guide operations in the absence of the Shop and Deputy Manager
- Responsible for all shop operations including opening/closing procedures and cash management procedures
- Taking and processing customer bets through our multiple channels available
- Keeping and maintaining shop presentation standards
- Ability to adapt to different situations while still staying completely customer obsessed
- Play by the rules by complying with Social Responsibility duties
- Developed strong relationships with customers through exceptional customer service
- Maintained organized filing system both electronically and manually for easy access when needed
Marketing Coordinator
Piaggio Vehicles Pvt. Ltd.
Pune
06.2022 - 11.2022
- Managed marketing for Vespa and Aprilia, two of the world's leading 2-wheeler motorcycle brands
- Creating and altering of Shopping Carts, Purchase Orders & GRN in SAP-SRM software
- Keeping records of all the Shopping carts, PO and GRN raised in Excel
- SC/PO approval process tracking
- Vendor Bills verification & submission in line with the stated compliance
- Vendor Registration, Payment follow-ups and reporting
- Recording Marketing statistics and Managing Marketing collateral
- Processing Invoices of Vendor for payments to be released
- Maintaining documents such as Invoices, Estimates, Agreements and Vendor registration
- Maintaining and tracking Sales & Marketing Expenses
Cashier & Waiter
Host Staffing
London
09.2021 - 01.2022
- Served as a Cashier in football stadiums and as a Waiter in restaurants
- Evaluated customer needs and provided accurate responses to inquiries
- Efficiently processed incoming orders, managing over a hundred transactions daily with exceptional accuracy
- Worked overtime during peak periods or unexpected high-volume times
Marketing Coordinator
Pulse Social Sports Group CIC
London
10.2020 - 04.2021
- Expanded customer base by successfully emailing prospects to enhance conversion rates
- Developed extensive internal relationships to assist in maintaining business flow and meet agreed targets
- Developed and maintained key relationships to support business growth and development
- Kept client data and important company files safely stored on HubSpot for data protection and organizational purposes
- Attended various Business networking events online to increase customer database
PRE Sales Executive
Mad Panda Media
Pune
02.2019 - 09.2019
- Followed-up with prospects and hot leads
- Created and maintained large client base by meeting needs and providing exceptional customer service
- Cold called clients to obtain their exclusives
- Followed up with prospects throughout sales process
Education
Enterprise & Innovation -
Coventry University
London, ENG10.2021
Business Administration - International Business
MITSOM
Pune, Maharashtra06.2018
Skills
- Quick learner
- Customer relations
- Communication skills
- Microsoft Office
- Time management
- Computer literacy
- CRM
- Leadership
- Sense of humor
- Account management
Hobbies:
- Watching and playing football.
- Exploring curiosity on YouTube by delving into topics such as Dreams,Space, and Mythology.
- Enjoying suspense thriller movies.
- Listening to a variety of Music genres.
Timeline
Customer Success Manager
Chat360
04.2024 - Current
Customer Service Team Lead
Paddy Power
03.2023 - 09.2023
Marketing Coordinator
Piaggio Vehicles Pvt. Ltd.
06.2022 - 11.2022
Cashier & Waiter
Host Staffing
09.2021 - 01.2022
Marketing Coordinator
Pulse Social Sports Group CIC
10.2020 - 04.2021
PRE Sales Executive
Mad Panda Media
02.2019 - 09.2019
Enterprise & Innovation -
Coventry University
Business Administration - International Business
MITSOM
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