Hi, I’m
Shubham Jain
Team Leader
Bangalore
Summary
Dedicated and results-driven Customer Success professional with 5+ years of experience in leading high-performing teams to deliver exceptional customer experience in the fintech banking industry. Proven track record of enhancing customer satisfaction, driving team's performance, and improving operational efficiency. Seeking a challenging Team Leader role in Customer Success to leverage my leadership skills and expertise in fostering client relationships, I am a team-oriented professional with expertise and cross-functional acumen in achieving operational synergies to deliver results as per the customer's requirements.
Overview
5
years of professional experience
14
years of post-secondary education
3
Languages
Work History
Amica Financial Technologies PVT LTD - JupiterBangalore
Team Leader - CRM Operations and Customer Success
01.2021 - 10.2023
Job overview
- Led a team of 36 Customer Success Advisors, providing coaching, mentoring, and performance feedback to optimize team performance.
- Developed and implemented customer success strategies to ensure customer retention and satisfaction.
- Collaborated cross-functionally with Tech, product and quality teams to address customer needs, resolve issues, and identify opportunities for product fixes to deliver the best customer experience.
- Conducted regular team huddles to discuss goals, challenges, and best practices, fostering a collaborative and motivated work environment.
- Analyzed customer data and feedback to identify trends, recommend improvements, and drive the development of new features to enhance the customer experience.
- Build SOPs from scratch to drive the smooth process.
- Assembled reports and presentations to share insights and recommendations with stakeholders.
- Developed questionnaires and facilitated focus group discussions.
- Generated reports to support development and implementation of marketing plans.
- Analyzed data to uncover insights and identify key opportunities to inform strategic decisions.
VA Tech Ventures PVT LTD - HappayBangalore
Senior Operations Analyst
07.2018 - 05.2020
Job overview
- Established and maintained strong relationships with key clients, ensuring their needs were met and exceeded.
- Provided product training and onboarding sessions for new clients, contributing to a smooth and positive onboarding experience.
- Acted as a primary point of contact for client inquiries, concerns, and escalations, resolving issues promptly and effectively.
- Collaborated with the product development team to relay customer feedback, leading to improvements in product features and usability.
- Provided Technical assistance to corporate users through Email, Call and Chat.
- Responsible for being first point of contact for incidents and service requests raised from end users.
- Ability to manage Fresh Desk responsibility and assigning ticket severity, prioritizing work accordingly, and collaborating with cross functional teams to resolve issues.
- Responsible for handling client requirement and taking utmost action to provide satisfactory resolution to the client.
- Following procedures, respond to request for assistance by providing information to enable users to resolves their problems.
- Able to probe right questionnaires to have a better understanding of client’s requirement.
- Responsible to maintain transparency communication between the client and internal team.
- Worked in a self-motivated environment with frequent changes in policies and procedures.
- Adhere to company’s policies and procedures.
Education
Acharya Institute of TechnologyBangalore
from Bachelor of Engineering-Mechatronics
08.2014 - 06.2018
Kendriya Vidyalaya No. 2, NHPCBanbasa, Uttarakhand
HSC from Physics, Chemistry And Mathametics
07.2003 - 06.2013
Skills
Freshdesk Ticket Management
Timeline
Team Leader - CRM Operations and Customer Success
Amica Financial Technologies PVT LTD - Jupiter
01.2021 - 10.2023
Senior Operations Analyst
VA Tech Ventures PVT LTD - Happay
07.2018 - 05.2020
Acharya Institute of Technology
from Bachelor of Engineering-Mechatronics
08.2014 - 06.2018
Kendriya Vidyalaya No. 2, NHPC
HSC from Physics, Chemistry And Mathametics
07.2003 - 06.2013
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