Summary
Overview
Work History
Education
Skills
Certification
LinkedIn
Languages
Projects
Timeline
Generic

Shubhi Tyagi

Delhi

Summary

An accomplished professional offering well-diversified experience in the areas of Customer Experience, with customer success & technical support,project management, customer training. Well organized, flexible and thrives in fast paced environment. Excellent organization and problem solving skills. Skilled in Customer Relationship Management; experience spanning multiple industries of varying in sizes and need - always striving to deliver an amazing customer experience by constantly improving, educating, building customer focused teams and growing customers.

Experienced Technical Account Manager bringing 6 years of quality performance in customer success & support roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback and regular trainings. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Technical Account Manager

Disprz
11.2021 - Current
  • Working as a Technical Account Manager for SAAS platform of LMS & LXP.
  • Collaborate with different stake holders like Product Managers, Software Engineers, Operations and Quality Assurance Engineers to provide timely resolution to issues facing our customers.
  • Identify root causes for issues impacting our customers and articulate these issues into Bug reports or Feature requests as needed to ensure that we are actively resolving our customer's issues.
  • Analyze data and logs with the help of backend team to perform root cause analysis.
  • Conducted regular account reviews to proactively identify areas of improvement and implement necessary changes.
  • Collaborated with sales teams for seamless product integration and enhanced customer experience.
  • Work closely with vendors and partners to evaluate and resolve issues.
  • Identify trends/defects and work with engineering team to troubleshoot and report.
  • Support Level 1 chat & tickets to assist in handling incoming issues.
  • Create Knowledge Base articles for features & product updates.
  • Point of contact for major accounts; strengthen relationships through exceptional client service and engagement.
  • Manage client relationships; understand overall client goals by interacting with clients to help promote and support them.
  • Identified and proposed upsell and renewal opportunities and communicated value proposition to churn results for enterprise customers.
  • Provide timely responsive service to clients; exceed expectations to help build and increase client loyalty.
  • Direct Tier 1 support providing support and training to ensure customer satisfaction.
  • Improved customer satisfaction by 25%.
  • Created a structure for Premium Support for the day-to-day tasks handled by them.
  • Provide assistance to business and sales teams in onboarding new customers, reaching out to assist them with pain points.
  • Provided technical account and situation management to focus and coordinate information and resources to address issues in the field, by delivering feedback and recommendations for service delivery issues to the appropriate members of virtual teams.
  • Successfully closed 25-35% of first call incidents.
  • Worked closely with senior management, engineering, and product developers to resolve stop-ship issues, providing resolutions of these issues to meet deadlines.
  • Managed all ongoing technical activities, ensuring customer success and satisfaction and [company name] product footprint growth.
  • Communicated with the customer through regular meetings/conference calls to review service quality, infrastructure requirements, system capacity, and maintain and drive mutually agreed project plans and issues lists.
  • Coached and mentored project team members.
  • Collaborate with client to recommend new business opportunities (LMS to LXP options, API integration, white label website, etc.) and strategies to increase volume of business.
  • Establish first point of contact with newly onboarded clients, review training.
  • Communicate effectively with clients to address any issues or concerns; focus on what we can do together to help their businesses grow.
  • Consult clients, as needed, on any other products or services offered outside of Disprz via integration and collaborations such as content-provider Go1, HRMS platform like Darwinbox and delivery platform like Zoom, MS Teams etc.
  • Provided in-depth product training for customers, enhancing their understanding and usage of the technology.
  • Work with engineering to identify root causes of defects.
  • Gathered valuable feedback from clients for continuous product development and enhancement efforts.

Enterprise Account Manager

Fleetx.io
08.2019 - 09.2021
  • Manage major version implementations and upgrades from start to finish.
  • Increased revenue growth by identifying new opportunities within enterprise accounts and developing strategic partnerships.
  • Directed sales support staff in administrative tasks to help sales reps close deals.
  • Actively participated in industry events and conferences to expand network connections while staying abreast of emerging trends.
  • Enhanced client relationships by actively engaging with key stakeholders and addressing their concerns.
  • Implemented systems and procedures to increase sales.
  • Worked closely with marketing teams to develop targeted campaigns that generated high-quality leads for enterprise accounts.
  • Developed compelling presentation decks to gain approval for ideas and communicate results.
  • Provided timely updates on account activities, enabling the management team to make informed decisions in driving business growth.
  • Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Collaborated with advertising group to create uniformity between advertising messages and retail incentives.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Coached and promoted high-achieving sales and account management employees to fill leadership positions with qualified staff and boost company growth.
  • Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.
  • Generated new contacts through networking and cold calling.
  • Collaborated cross-functionally with headquarters, regional and other teams nationally to maintain consistent message and experience.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Delivered services to customer locations within specific timeframes.
  • Proactive client communications to ensure client satisfaction.

Quality Analyst

Vaco Binary Semantics (Onsite Google)
03.2018 - 07.2019
  • I have significantly enhanced Google AdWords by conducting thorough analysis and audits using the DACA process.
  • My focus on maintaining quality metrics and assurance has led to notable contributions to Google AdWords.
  • Utilizing Google Sheets, Docs, and Slides, I efficiently manage quality data and generate detailed reports.
  • As a lead, I excel in conducting quality appeal sessions and ensuring high standards are met.
  • Achieving a 100% proficiency in various queues on the EWOQ tool showcases my expertise in rating Google ads.
  • My meticulous approach to quality control has positively impacted the performance of Google AdWords campaigns.
  • Through my dedication to quality analysis, I have consistently improved the effectiveness and efficiency of Google AdWords.
  • Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
  • Incorporated delivery requirements into planning of testing schedules.
  • Used G Suite to create presentations, flowcharts and graphs detailing data analysis results.
  • Developed and maintained quality assurance procedure documentation.

Technical Support Engineer

MSD Telematics
09.2017 - 02.2018
  • Provided remote support for GPS-based telematics platform, addressing technician and client inquiries effectively and efficiently.
  • Conducted thorough research, diagnosis, and troubleshooting to identify and resolve system issues promptly.
  • Took ownership of customer issues, ensuring their resolution through to completion with a customer-centric approach.
  • Followed standard escalation procedures for unresolved issues, bringing them to appropriate internal teams for resolution.
  • Upheld professional standards in service delivery, ensuring all interactions were conducted with excellence and professionalism.
  • Demonstrated strong problem-solving skills and technical expertise in resolving complex issues for clients.
  • Maintained a high level of customer satisfaction by delivering exceptional support and service to all clients.
  • Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment.
  • Collaborated with cross-functional teams to develop solutions for recurring technical problems.
  • Partnered with engineering teams to communicate customer feedback on product features and usability, driving continuous improvement initiatives.

Education

Bachelor Science - Electrical, Electronics And Communications Engineering

UPTU
07.2017

Skills

  • Product Training & Support
  • Customer/Technical support
  • Freshdesk & Zohodesk
  • Confluence
  • Zendesk
  • Microsoft SQL
  • G Suite & MS Office
  • JIRA
  • Clients, Software Training
  • Customer satisfaction, SQL
  • Troubleshoot

Certification


  • Automation,NCC
  • Introduction To Microsoft Excel
  • Key Account Management
  • SQL For Beginners: Querying Data

LinkedIn

https://www.linkedin.com/in/shubhi-tyagi-6138461b2/

Languages

Hindi
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)

Projects

Advanced Solar Tracking Panel, High Altitude Aeronautical platform

(HAAPS) is the name of a technology for providing wireless narrowband and broadband telecommunication services as well as broadcasting services with either airships or aircraft's. The HAAPS are operating at altitudes between 3 to 22 km.


Designed an Advanced Solar Tracker in which there is a rotating sun tracking solar
panel circuit which will track the sun and position the solar panels accordingly. The solar energy can be reused as it is a non-renewable resource, saves money and it helps in maximizing the solar energy absorption by continuously tracking the sun.

Timeline

Technical Account Manager

Disprz
11.2021 - Current

Enterprise Account Manager

Fleetx.io
08.2019 - 09.2021

Quality Analyst

Vaco Binary Semantics (Onsite Google)
03.2018 - 07.2019

Technical Support Engineer

MSD Telematics
09.2017 - 02.2018

Bachelor Science - Electrical, Electronics And Communications Engineering

UPTU

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Shubhi Tyagi