Shreya Iyer
Gurugram
Summary
Results-driven Client Success Specialist with expertise in enhancing customer satisfaction and retention through strategic marketing and product development. Skilled in managing relationships and addressing customer needs, consistently achieving targets in high-pressure environments while delivering on time and within budget.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Senior Client Success Specialist
Cvent
Gurugram
02.2025 - Current
- Facilitated client onboarding for seamless integration with Cvent products.
- Supported clients by addressing inquiries and resolving issues to enhance satisfaction.
- Collaborated with cross-functional teams to elevate client experience and engagement.
- Analyzed user data for insights to optimize client interactions and services.
- Monitored industry trends, implementing best practices for client success initiatives.
- Maintained accurate records of customer interactions in CRM system.
- Developed training materials for effective product usage by customers.
- Managed a portfolio of key accounts to foster long-term relationships.
Regional Manager
Impresario Hospitality LLP
Kolkata
11.2023 - 07.2024
- Developed and executed regional marketing plans to achieve sales and branding objectives.
- Collaborated with corporate marketing team to tailor global strategies to local market dynamics, ensuring regional relevance.
- Conducted market research to identify regional trends and customer preferences.
- Managed end-to-end social media campaigns for hotels across India, enhancing brand visibility and engagement.
- Analyzed marketing metrics, delivering actionable insights for campaign effectiveness and strategic decision-making.
- Built and maintained relationships with local media vendors and partners.
- Facilitated trainings on sensitization and mental health for diverse teams.
- Served as panelist at forums discussing diversity, equity, and inclusion initiatives.
Assistant Marketing Manager
Fortune Park Hotels
02.2023 - 11.2023
- Developed and implemented regional marketing plans that increased brand awareness and aligned with sales objectives.
- Managed end-to-end social media campaigns for hotels across India.
- Created targeted marketing campaigns leveraging social media strategies and analytics to enhance audience engagement.
- Conducted market research to identify trends, customer preferences, and competitor activities.
- Built and maintained relationships with local media vendors and partners.
- Collaborated with corporate marketing team to adapt global strategies to regional needs.
- Facilitated training sessions on sensitization and mental health awareness.
- Analyzed marketing metrics and generated reports to evaluate campaign effectiveness and inform future strategies.
Regional Marketing Manager
The Lalit Hotels and Resorts
03.2018 - 04.2022
- Created marketing campaigns using social media strategies.
- Assisted in developing advertising and marketing strategies across social media platforms.
- Managed PR and media partnerships to enhance brand visibility.
- Customized customer experiences to build brand loyalty.
- Participated as panelist in various multinational corporation forums, sharing insights on industry trends.
- Monitored customer service processes to identify and implement enhancements for improved customer satisfaction.
- Maintained excellent customer satisfaction by delivering high-quality customer service and dealing with all matters appropriately.
Senior Customer Service Executive
HSBC HDPI
08.2008 - 11.2013
- Led customer service team to resolve complex client inquiries and issues efficiently.
- Managed key account services to provide exceptional support, fostering loyalty and retention.
- Tracked customer issues and coordinated with relevant teams to ensure timely resolutions.
- Collaborated with cross-functional teams to implement initiatives that improved customer experience.
- Analyzed feedback data to identify trends, recommending process enhancements for better service.
- Trained new representatives on company policies and best practices for customer service.
- Promoted available products during service interactions, supporting achievement of sales goals.
- Maintained comprehensive records of customer interactions, ensuring accurate documentation of inquiries.
Education
Bachelor Of Public Administration - Human Resource
Annamalai University
Chennai04-2014
ISC - Commerce
St. Augustine's Day School
Kolkata03-2007
Skills
- Client Engagement
- Client Handling
- Customer onboarding
- CRM management
- Account management
- Client relations
- Account updates
- Staff leadership
- Client Messaging
- Effective communication
- Diversity Advocacy on
- Cross-functional coordination
- Cross-functional teamwork
- Integrated marketing
- Marketing strategy
- Brand Marketing
- User data analysis
- Retention strategies
- Report analysis
- Value Propositions
- Strategic planning
- Account management
- Training sessions
- Mentoring
- Customer onboarding
- Public speaking
- Time management
- Problem solving
- Adaptability
- Multitasking
- Strategic planning
- Client relations
- Client Messaging
- Adaptability
- Multitasking
Hobbies and Interests
- Painting
- Writing
- Rowing
- Classical Dancing
Languages
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Bengali
Native
Native
Tamil
Proficient (C2)
C2
Certification
- Venue Sourcing - Planner
Timeline
Senior Client Success Specialist
Cvent
02.2025 - Current
Regional Manager
Impresario Hospitality LLP
11.2023 - 07.2024
Assistant Marketing Manager
Fortune Park Hotels
02.2023 - 11.2023
Regional Marketing Manager
The Lalit Hotels and Resorts
03.2018 - 04.2022
Senior Customer Service Executive
HSBC HDPI
08.2008 - 11.2013
Bachelor Of Public Administration - Human Resource
Annamalai University
ISC - Commerce
St. Augustine's Day School