Shreya Shukla
Bengaluru,KA
Summary
Experienced Senior Customer Success professional with over 3.2 years of dedication to exceptional customer care and swift issue resolutions. Profound understanding of the product, adept at critical thinking and multitasking. Known for clear communication, I foster positive client relationships through concise interactions. Adaptable to evolving work dynamics, I'm committed to promptly identifying customer needs and delivering top-notch satisfaction through product knowledge and resourceful problem-solving.
Overview
3
3
years of professional experience
Work History
B2C Customer Experience Manager
Native Teams
06.2024 - Current
- Delivered comprehensive onboarding sessions for B2C clients, including explanatory calls to guide them through the SaaS platform's feature and functionality.
- Conducted Anti-Money Laundering (AML) checks in collaboration with compliance teams, ensuring user transactions adhered to safety and regulatory guidelines.
- Supported customers with flagged transactions by facilitating in-depths client session to uncover root causes and provide resolutions.
- Delivered exceptional support by resolving enquiries, maintaining a 95%+ CSAT for assigned B2C users.
- Partnered with cross-functional teams including sales, legal, customer lifecycle and mobility teams to streamline onboarding process and deliver post-onboarding.
- Utilized tools such as HubSpot, Slack, and Asana to streamline workflows, track tasks, and improve team productivity.
- Monitored customer interactions to identify trends, reported actionable insights to stakeholders, and contributed to the optimization of customer experience strategies.
- Handled escalated issues with professionalism, ensuring timely solutions and fostering trust among users.
- Bridged communication between departments to align customer needs with product development and business goals.
Senior Customer Success Associate
Plum Benefits Private Limited
09.2021 - 05.2024
- From a daily operations standpoint, I prioritize seamless coordination with cross-functional teams to exceed expectations and address diverse customer needs
- Leveraging my deep understanding of our products and processes, I navigate complexities confidently to resolve issues efficiently
- My comprehensive knowledge enhances both customer interactions and internal coordination, fostering a culture of continuous improvement
- Through active listening, effective communication, and adaptability, I fortify long-term client loyalty, ensuring success across the board
- Handled end-to-end process of reimbursement claims, from document scrutiny, submission of online and offline claims via various insurer portals (ICICI Lombard, Digit, Care health insurance, Niva Bupa), coordination with insurer POC's, workflow movement, rightfully getting the amounts reimbursed as per the T&C's with an all time high NPS of over 75%
- Helped employees and employers use their health insurance and health benefits in the most seamless way possible through proactive communication
- Coordinated with insurance partners for resolution/clarifications to facilitate settlements of reimbursement claims within the SLA
- Interacted with internal teams and external stakeholders to ensure quick resolution of customer issues
- Achieved 100% customer retention by delivering extraordinary experience
- Managed social media and grievance escalations and drive the claims to closure
- Managed VIP employee cases and provided a seamless experience
- Resolved sensitive high value GPA and GTL claims
- Handled claims for Enterprise accounts like CRED, Atlassian, Groww, Zomato, Swiggy, Lenskart etc
- Coached new joinees and had regular doubt clearing session
- Worked on project-management tools like Freshdesk, Zendesk for ticket management and email communications and Ozonetel, Exotel for calls
- Successfully closed 2000+ reimbursement claims
- 100% attainment of quarterly OKR's and identified gaps in the processes
Education
Bachelor's of Management Studies - International Finance
Jain University
06.2021
High school graduate - Commerce
St. Mary's Convent Senior Secondary School
04.2018
Skills
- Customer Satisfaction
- Attention to detail
- Retool
- Zendesk
- Freshdesk
- HubSpot
- Microsoft Office Suite
- Empathic listener and persuasive speaker
- Escalation management
- Adaptability to dynamic work environment
- Proficient in verbal and written communication
- Industry benchmarking for process enhancement
Volunteer Experience
Rotaract club, Organized numerous events aimed at assisting orphanages, old age homes, and marginalized communities, including donation drives, health checkup camps, and cleaning week.
Projects
Hackathon-Claims 360, Developed a tool which consolidates key customer data points, including ongoing and closed claims and support tickets, in addition to existing membership details. This unified, easy-to-digest view enabled our teams to better understand our customers and their history with our claims services.
Merits
- Streamlined customer service process.
- Improved and personalized responses for customer issues, queries, and inbounds.
- Efficient user-friendly UI, through Zendesk plug-in, tickets overview, and claims information integration.
Timeline
B2C Customer Experience Manager
Native Teams
06.2024 - Current
Senior Customer Success Associate
Plum Benefits Private Limited
09.2021 - 05.2024
High school graduate - Commerce
St. Mary's Convent Senior Secondary School
Bachelor's of Management Studies - International Finance
Jain University
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