Shruthi Krishnan
Chennai
Summary
A dedicated and results-oriented professional with over 10 years of experience in operations management, customer support, project management, and team leadership. Adept at leveraging data analysis and reporting tools such as Salesforce, Looker, Asana and Excel to drive business decisions, improve customer engagement, and optimize support operations.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Community Manager, Client Engagement & Support (India)
Poshmark
12.2021 - 01.2024
- Spearheaded client engagement and support operations for the India marketplace, mentoring the team to maintain an average CSAT score of 4.21 every quarter
- Achieved a 30% increase in engagement through targeted marketing strategies
- Utilized Looker, Salesforce, and Excel to analyze customer data, identify repeat customers, dormant buyers, and sellers, leading to a 5% increase in dormant buyers re-engaging
- Spearheaded multiple projects
- Designed and maintained custom dashboards and reports in Salesforce and Looker to track KPIs such as CSAT, TTFR, and customer retention metrics
- Provided educational content such as tutorials, product guides, and tips to enhance customer knowledge and product adoption
- Used social media engagement and data-driven marketing campaigns to build a thriving community around the brand
- Launched proactive outreach programs to engage with customers, gather feedback, and optimize processes
- Maintained Time to First Response (TTFR) under 12 hours consistently each quarter
- Designed and implemented efficient workflows, amplifying team productivity by 50%
- Curated processes and product changes as per business needs
- Hosted multiple 'Meet & Greet' events for customer engagement
- Collaborated with different departments to integrate user feedback, thereby enhancing the overall user experience
- Developed automated reporting processes using Excel, Looker, and Salesforce to monitor key metrics and improve strategic decision-making
- Led multiple customer support projects, driving operational efficiency and improving service delivery through project management best practices
- Formulated and executed crucial support processes integral to the establishment of a new operational domain in India, aiding in the company's global expansion
Community Manager, Client Engagement & Support (USA)
Poshmark India Pvt Ltd
04.2019 - 12.2021
- Managed a dynamic customer support team, overseeing daily operations and maintaining optimal service delivery
- Implemented KPI-driven strategies, resulting in significant improvements in customer satisfaction, maintaining a score of 85% or higher
- Employed data analysis and reporting tools (Salesforce & Excel) to track agent efficiency, refine performance metrics, and improve workflows
- Led projects aimed at KPI improvement, orchestrating cross-functional team collaborations for process enhancements and workflow optimization
- Led multiple customer support initiatives, applying project management methodologies to streamline operations and enhance user experience
- Leveraged Salesforce/Service Cloud to streamline support functions and expedite response times
- Reduced agent error by 17% by hosting a continuous learning program in collaboration with the training team
- Increased customer satisfaction score by 3.61% per quarter through projects and workshops utilizing insights from Salesforce reports
- Collaborated with the engineering team on multiple product launch tests to measure efficiency
- Contributed to the development of a chatbot program by analyzing customer interaction data, leading to an 11% reduction in incoming volume
- Led multiple theme-based projects to ensure Customer Satisfaction (CSAT) scores remained stable at 82% during peak seasons
- Collaborated with a special task force to achieve an 85% success rate in rectifying negative customer ratings
- Performed in-depth data analysis using Excel and Looker to identify low-rated processes and worked with the product team to improve them, leading to an 8% increase in CSAT
Associate Community Manager
Poshmark
04.2018 - 04.2019
Community Associate
Poshmark
10.2016 - 04.2018
Data Transcriber
Amazon.in
01.2014 - 01.2015
- Participated in the transcription of prompts for the pioneering 'Alexa' project as one of its initial team members, significantly contributing to the development process
Lead
Suprasesh General Insurance Services & Brokers Pvt Ltd
01.2011 - 01.2013
- Served as a pivotal liaison between clients and insurance firms to secure competitive quotes aligning with client needs
- Analyzed, compared, and advised on the best insurance options in favour of clients' interests
- Managed policy reviews, claims, customer service operations, back-end processes, and formal business communications
Education
Bachelor of Commerce -
Karpagam University
01.2011
Skills
- Customer Advocacy & Relationship Management
- Stakeholder & Strategic Partnership Management
- People Management & Team Leadership
- Project Management & Customer Support Initiatives
- Data Analysis & Reporting (Salesforce, Looker, Excel, Google Sheets)
- KPI Management & Performance Optimization
- Marketing & Customer Engagement Strategies
Websites
Certification
- IRDA Certified Broker Training, 01/01/11
- Salesforce Reports & Dashboards Training, Self-paced
Languages
English
Tamil
Hindi
Timeline
Community Manager, Client Engagement & Support (India)
Poshmark
12.2021 - 01.2024
Community Manager, Client Engagement & Support (USA)
Poshmark India Pvt Ltd
04.2019 - 12.2021
Associate Community Manager
Poshmark
04.2018 - 04.2019
Community Associate
Poshmark
10.2016 - 04.2018
Data Transcriber
Amazon.in
01.2014 - 01.2015
Lead
Suprasesh General Insurance Services & Brokers Pvt Ltd
01.2011 - 01.2013
Bachelor of Commerce -
Karpagam University
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