Shreeya Shaha
Customer Success
Thane
Summary
As a Client Service Associate, I manage sensitive data with great attention to detail, ensuring both accuracy and confidentiality. and assist clients with daily inquiries while proactively educating them on our services. My field sales experience further enhances my ability to understand client needs and provide tailored support.
Overview
9
9
years of professional experience
15
15
years of post-secondary education
1
1
Language
Work History
Customer Success Specialist
Diligent Media Corporation
Thane
06.2023 - Current
- Achieved an exceptional first response time of 2 hours or less for 95% of Tier 1 clients, consistently prioritizing their needs and receiving positive feedback for outstanding service.
- Streamlined processes for managing license overage cases, aligning with CSM protocols to expedite resolutions and deliver better outcomes for clients.
- Consistently maintained top-tier customer satisfaction (CSAT) scores, with 95% of feedback rated 5 stars, underscoring a commitment to delivering excellence.
- Proactively supported authorization representatives, driving faster issue resolution and significantly improving overall service efficiency.
- Collaborated effectively with team members during resource constraints to maintain high-quality service and ensure consistent client satisfaction.
- Completed and earned a Director’s training certification, further enhancing leadership skills and industry-specific expertise to contribute to organizational success.
Client Success Associate
Sterling Talent Solutions
Thane
05.2021 - 01.2023
- Acting as a liaison between the departments within the organization and the clients to ensure that the background checking process is smooth by preventing problems from arising and resolving them when they occur
- Assisting clients in making informed hiring decisions, including conducting training on using our system (for both individuals and groups)
- Responding to questions about our services, results and provide additional specialized services upon request
- Conducting and delivering additional projects as assigned by manager.
- Conducting trainings and refreshers as and when required.
- Additionally, created a job-aid for my clients for drug test reregistration which led to a 90% drop in drug test reorders.
- Created and maintained help desk documentation to answer common support questions.
Verification Specialist
Sterling Talent Solutions
Thane
04.2019 - 04.2021
- Managing outbound calls for Employment verification
- Managed approximately 60 cases per day
- Ensuring all verifications sent out are followed up on in a timely manner
- Quality assurance and data review of information obtained for verification
- Ensuring daily, weekly and monthly goals are met.
- Mentored a batch of new hires for employment verification.
Executive
Teleperformace
Thane
10.2018 - 03.2019
- Providing assistance to company customers via email
- Responding to customer queries in a timely and accurate way, via email
- Identifying customer needs and helping customers use specific features and solving customer issues
Business Development Executive
BDE, Janus International
Thane
07.2016 - 05.2017
- Was to generate leads, Cold call them and set appointments, meet them up and demonstrate the products, and close them
- 30% of the work consisted of making cold calls, fixing appointments with potential clients and rest 70% was spent on field, meeting existing and new clients
- Part of my job was also to maintain relationship with the existing clients.
- Built strong relationships with clients, leading to increased customer satisfaction and repeat business.
- Negotiated client contracts and agreements to cultivate profitable business transactions.
Education
Bachelor's - Management Studies
Sk Somaiya Degree College
Mumbai, India 01.2013 - 03.2016
Arts - Science and
Commerce, Chandibai Himmatmal Mansukhani
Mumbai, India 01.2011 - 04.2013
Guru Nanak High School
Mumbai, India 01.2001 - 04.2010
Skills
Skillful
Ability to work under pressure
Ability to multitask
Customer Service
Ability to work under pressureAbility to multitaskCustomer ServiceCommunicationEffective Time ManagementMicrosoft OfficeTimeline
Customer Success Specialist
Diligent Media Corporation
06.2023 - Current
Client Success Associate
Sterling Talent Solutions
05.2021 - 01.2023
Verification Specialist
Sterling Talent Solutions
04.2019 - 04.2021
Executive
Teleperformace
10.2018 - 03.2019
Business Development Executive
BDE, Janus International
07.2016 - 05.2017
Bachelor's - Management Studies
Sk Somaiya Degree College
01.2013 - 03.2016
Arts - Science and
Commerce, Chandibai Himmatmal Mansukhani
01.2011 - 04.2013
Guru Nanak High School
01.2001 - 04.2010