SHRINEEL RANE
Mumbai
Summary
Results-driven professional with a strong background in customer success, sales, and operations across edtech, travel, and logistics. Managed high-value accounts and led cross-functional teams to increase revenue. Leveraged CRM tools for effective account management and customer interaction tracking. Implemented strategies that improved client retention and facilitated business growth.
Overview
8
8
years of professional experience
Work History
Customer Success Manager
DELHIVERY PRIVATE LIMITED
Goa
12.2023 - Current
- Rated "Exceeds Expectations" (4/5) for consistently surpassing KPIs and leadership benchmarks.
- Drove operational effectiveness for B2B logistics clients by partnering with Ops and Tech teams to troubleshoot large-scale delivery issues.
- Improved CSAT and resolution times through workflow optimization and targeted coaching programs.
- Mentored a 30-member team of associates, resulting in 6 promotions within a year across the vertical.
- Designed data dashboards and conducted root cause analysis to reduce issue recurrence and elevate client satisfaction.
Community Manager
The Lost Hostels
Goa
02.2022 - 11.2023
- Oversaw operations of 100-bed backpacker hostel with ₹2 Cr annual run rate, ensuring smooth functioning and guest satisfaction.
- Led a 10-member team to coordinate day-to-day hostel functioning and guest experience.
- Coordinated bookings through online, offline, and WhatsApp channels while managing finances and bar operations, enhancing overall guest experience.
- Increased Google reviews from ~400 to 1200+ while maintaining a consistent 4.5+ rating.
- Developed and organized events, local experiences, and artist collaborations to enrich offerings for international travelers.
Founder
SONDERXP
Goa
05.2022 - 06.2023
- Launched travel experiences project exploring offbeat and hidden gems in Goa, enhancing local tourism.
- Created small-group outings to waterfalls, scenic trails, and local spots, providing travelers with immersive experiences.
Customer Success Manager
WHITEHAT JR
Mumbai
06.2020 - 02.2022
- Managed customer success operations for US & Canada markets, leveraging Zendesk and Leadsquared to enhance service delivery.
- Managed customer inquiries and escalations across multiple channels to uphold high customer retention rates.
- Streamlined onboarding processes, resulting in smoother transitions and improved customer satisfaction.
- Collaborated with sales and product teams to improve service offerings based on feedback.
Senior Sales Consultant
UPGRAD
Mumbai
08.2019 - 02.2020
- Managed inbound sales for online ML, AI, and Data Science programs, driving revenue through ₹1-8L ticket size.
- Achieved ~90% of monthly targets by qualifying leads and handling objections effectively.
Assistant Manager – Sales & Business Development
REGENESYS EDUCATION
Mumbai
03.2018 - 05.2019
- Increased admissions for international MBA programs with fee range of ₹12-20 L+ through targeted outreach.
- Oversaw end-to-end sales funnel, conducting consultative conversations and ensuring timely enrollment follow-ups.
Sales Development Representative
JARO EDUCATION
Mumbai
10.2017 - 02.2018
- Consistently achieved 85-90% of revenue targets in a competitive, target-driven environment.
- Drove 7-10 monthly admissions for MBA, PGDM, and Data Science programs.
- Managed conversions through outbound calling and follow-ups, enhancing engagement through field meetings.
Education
Bachelor of Science (BS) - Mathematics
UNIVERSITY OF MUMBAI
MumbaiMumbai
High School Diploma -
Vasant Vihar Junior College
Mumbai04.2014
Skills
- Customer success
- Customer relationship management
- Client relations
- Revenue generation
- Consultative selling
- Onboarding strategies
- Operational efficiency
- Zendesk proficiency
- Team management
- Team leadership
- Team building
- Coaching and mentoring
- Effective communication
- Proactive problem solving
- Adaptability to change
Languages
- English
- Hindi
- Marathi
Timeline
Customer Success Manager
DELHIVERY PRIVATE LIMITED
12.2023 - Current
Founder
SONDERXP
05.2022 - 06.2023
Community Manager
The Lost Hostels
02.2022 - 11.2023
Customer Success Manager
WHITEHAT JR
06.2020 - 02.2022
Senior Sales Consultant
UPGRAD
08.2019 - 02.2020
Assistant Manager – Sales & Business Development
REGENESYS EDUCATION
03.2018 - 05.2019
Sales Development Representative
JARO EDUCATION
10.2017 - 02.2018
Bachelor of Science (BS) - Mathematics
UNIVERSITY OF MUMBAI
High School Diploma -
Vasant Vihar Junior College