SHUBHAM S RAINA
Summary
Results-driven Customer Service Specialist with expertise in team management, strategy development, and procedure implementation for enhanced customer satisfaction and product adoption. Proven ability to handle escalated support issues and excel in a fast-paced, collaborative environment. Seeking a role to contribute dedication and organizational skills for mutual success.
Overview
4
4
years of professional experience
Work History
Key Accounts Manager
Univariety
07.2023 - 11.2023
- Developed and implemented customer service policies and procedures to ensure quality customer service delivery
- Monitored customer inquiries, feedbacks and complaints in order to identify emerging trends and recommend process improvements
- Conducted regular training sessions for the team members on customer service best practices
- Organized weekly performance reviews of team members to track progress towards service delivery goals
- Analyzed customer data to identify areas of improvement in terms of product and service offering or customer experience
- Collaborated with other departments such as sales, marketing, operations to ensure seamless delivery of services across all channels
- Assisted senior management in developing strategies that promote successful onboarding, retention and growth of customers' accounts over time
- Evaluated existing systems and tools used by the organization in order to identify gaps in functionality or usability from a Customer Success perspective
- Managed end-to-end lifecycle activities associated with the introduction, adoption and usage of new products and services among customers
- Worked closely with stakeholders from different business units across the organization in order to provide integrated solutions tailored towards meeting specific needs of customers.
Team Lead - Sales
PeopleLink Unified Communications Pvt. Ltd
12.2021 - 07.2023
- Revamped the sales channel team, propelling exponential growth by implementing cutting-edge strategies and spearheading transformational initiatives
- Oversaw a diverse portfolio encompassing Cloud, Unified Communication, Education, Healthcare, Retail, and Corporate solutions positioning our clients at the forefront of their industries
- Drove team performance through regular performance-based discussions, fostering motivation, and fostering a collaborative environment to maximize productivity and deliver exceptional results
- Took charge of account management for channel partners and distributors, cultivating strong and enduring relationships
- Provided comprehensive support, guidance, and resources to ensure their success in sales and marketing efforts
- Successfully managed a network of channel partners, contributing to substantial business growth
- Proactively identified, recruited, and on-boarded new partners while leverage market trends to develop strategic sales plans that amplified brand visibility and market share
- Consistently evaluated partner sales performance and offered targeted recommendations for improvement.
Data Quality Analyst
iResearch Services Pvt. Ltd
02.2021 - 12.2021
- Collaborated closely with clients during new project onboarding, actively participating in client calls to gather comprehensive requirements and ensure the timely delivery of projects
- Performed diligent monitoring of data quality, meticulously aligning data with client discussions to maintain accuracy and reliability
- Excelled in handling complex and high-volume data, effectively transforming it into valuable information and actionable insights that drove informed business decisions
- Demonstrated meticulous attention to detail by documenting processes, maintaining meticulous data records, and consistently adhering to best practices in data analysis and collection
- Maintained a proactive approach in staying updated with the latest developments and trends in data quality analysis, ensuring a deep understanding of emerging techniques and tools in the field
- Implementing process improvement as needed to create efficiency and/or increase accuracy in data collection
- Responsible for maintaining the data quality for the team by reviewing multiple guidelines, before delivering to the client
- Extract, transform, and analyze data across multiple sources.
Research Analyst
iResearch Services Pvt. Ltd
09.2019 - 02.2021
- Engaged in comprehensive primary research by expertly identifying and establishing connections with C-level executives, key stakeholders, and industry experts
- Demonstrated prowess in conducting thorough secondary market research utilizing a range of techniques, ensuring a holistic understanding of the given industry
- Showcased expertise in company profiling, analyzing the unique business needs of clients and prospects to deliver tailored solutions that drive growth and success
- Contributed to the development of databases, specializing in key sectors like IT, Retail, TSP/IP, FinTech and other relevant verticals.
Education
BE (Electronics & Telecommunication) -
AISSMS'S Institute of Information Technology
Pune University04.2019
Skills
- Key Account Management
- Client Relationship Building
- Account Retention
- Upselling
- Relationship Selling
- Lead Generation
- Revenue Generation
- Business Development
- Cross-Functional Collaboration
- People Management
- Leadership
- Effective Communication
Languages
- Hindi
- English
Hobbies
- Trekking
- Riding
- Playing cricket
Timeline
Key Accounts Manager
Univariety
07.2023 - 11.2023
Team Lead - Sales
PeopleLink Unified Communications Pvt. Ltd
12.2021 - 07.2023
Data Quality Analyst
iResearch Services Pvt. Ltd
02.2021 - 12.2021
Research Analyst
iResearch Services Pvt. Ltd
09.2019 - 02.2021
BE (Electronics & Telecommunication) -
AISSMS'S Institute of Information Technology
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