Shruti Sanjana
Summary
Dynamic professional with extensive experience in client retention, event management. Successfully led a global retention initiative that achieved a 95% client retention rate while managing large-scale events that increased engagement by 20%. Proven ability to resolve complex client issues through effective communication and problem-solving skills. Committed to driving engagement, optimizing processes, and fostering strong client relationships to enhance overall satisfaction and loyalty.
Overview
12
12
years of professional experience
Work History
Senior System Administrator
CPA Australia
02.2020 - 07.2024
- Enhanced student enrollments, increasing processing efficiency by 20% and boosting client satisfaction by 15%, securing 95% key client retention and AUD 6.8M in revenue.
- Managed key operations at CPA Australia, serving 172,000 members across 100+ countries. Strengthened relationships with the Big Four firms, contributing to Australia's $7B accounting sector.
- Reduced refund processing from 3 months to 6 days, handling 25 daily refunds ($20–$3,000), saving 13.5 working days annually.
- Streamlined enrollment for 2,500+ students yearly, improving efficiency by 20% and boosting client satisfaction by 15%, securing 95% key client retention and AUD 6.8M revenue.
- Oversaw registrations for major events, including CPA Congress (13,000 attendees) and CPA Week WA (600 participants), consistently surpassing targets.
- Managed vendor relationships for procurement of hardware and software, negotiating favorable terms and cost savings.
- Reduced downtime with proactive system monitoring and timely issue resolution.
- Coordinated system migrations with minimal disruption to business operations through careful planning and execution.
- Maintained flexible schedule and responded to after-hours and weekend emergencies.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Mentored junior administrators, fostering professional growth and strengthening team dynamics.
- Managed onboarding and offboarding of employees.
- Implemented robust data backup solutions, ensuring business continuity in the event of data loss or system failure.
Business Development Manager
Healthdrops
07.2017 - 01.2020
- Managed client relationships and organized events to support the startup's expansion in Melbourne.
- Led events for 300+ participants, increasing client retention by 20% through strategic engagement.
- Enhanced loyalty by 20% through personalized mentoring in a weight loss challenge.
- Facilitated regular communication with clients to ensure their needs were met, fostering long-lasting relationships built on trust and mutual respect.
- Developed customized solutions for clients based on a deep understanding of their unique pain points, delivering exceptional value and driving repeat business.
- Generated new business with marketing initiatives and strategic plans.
- Represented company and promoted products at conferences and industry events.
- Reached out to potential customers via telephone, email, and in-person inquiries.
- Established relationships with key decision-makers within customer's organization to promote growth and retention.
- Mentored junior team members in effective sales techniques, fostering a high-performance culture within the organization.
- Delivered compelling sales presentations to prospective clients, highlighting the unique value proposition of our products and services.
- Enhanced the company''s profitability by identifying and eliminating inefficiencies in existing business processes.
- Leveraged industry events to network with potential clients, generating significant brand exposure and driving new business acquisition efforts.
- Launched new product lines by conducting extensive competitor analysis and identifying gaps in existing market offerings.
- Increased client base by identifying new business opportunities and cultivating strong relationships with key decision makers.
- Implemented CRM tools to better track sales opportunities and customer interactions.
- Organized promotional events and interacted with community to increase sales volume.
Retention Consultant
Adobe Systems
02.2014 - 04.2016
- Key contributor to a global retention strategy for a $11B company, shaping a pilot program into a core initiative.
- Evaluated client needs and expectations, establishing clear goals for each consulting engagement.
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
- Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
- Managed client relationships through regular check-ins and updates on project progress.
- Enhanced communication among team members to foster collaborative and supportive work environment.
- Identified areas of improvement for clients'' operations, implementing targeted solutions to increase productivity.
- Designed tailored training programs for employees at various levels within the organization, boosting overall skillsets.
Junior Engineer Product Support
HCL Technologies
05.2012 - 01.2014
- Supported millions of customers for a leading UK telecom provider.
- Handled 18,000+ interactions annually, resolving complex networking issues and enhancing communication skills.
Education
Master's - Software Engineering
Bachelor's - Computer Science Engineering
Advance Diploma - Leadership & Management
Skills
- Market Analysis
- Customer Relationship Management
- Market Research & Business Development
- Training & Development
- Team Engagement & Culture Building
- Time Management & Multitasking
- Adaptability to Diverse Client Needs
- Process Documentation & Knowledge Management
- Process Improvement
- Product Knowledge & Upselling
- Team Collaboration & Cross-Functional Communication
- Event Planning & Coordination
- Technical Support & Troubleshooting
- Incident Resolution & Escalation Management
- Crisis Management & Quick Decision-Making
- Quality Assurance & Compliance
Hobbies and Interests
Travelling, Adventurous Activities, Cooking
Awards
Golden Key Member (04/2018 - Present), Federation University, Melbourne
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
French
Beginner (A1)
Timeline
Senior System Administrator
CPA Australia
02.2020 - 07.2024
Business Development Manager
Healthdrops
07.2017 - 01.2020
Retention Consultant
Adobe Systems
02.2014 - 04.2016
Junior Engineer Product Support
HCL Technologies
05.2012 - 01.2014
Bachelor's - Computer Science Engineering
Advance Diploma - Leadership & Management
Master's - Software Engineering
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