Shweta Bhatia
SR Customer Success Specialist
Ludhiana,Chandigarh
Summary
Knowledgeable, and dedicated customer success professional with extensive experience in CRM and Marketing. Aim to establish customer success standards by employing recognized and comprehensive benchmarks.
Overview
8
8
years of professional experience
4033
4033
years of post-secondary education
Work History
SR. Customer Success Specialist
Azuga
06.2022 - Current
- Manage 300+ active accounts, ensuring each customer gets the support and guidance they need to make the most of Azuga’s solutions.
- Believe in building genuine relationships—I take the time to understand my customers' challenges, and work alongside them to find the best solutions.
- Have taken multiple initiatives to improve internal processes, making customer interactions smoother and more efficient.
- Love problem-solving and strategising, whether it’s resolving an issue or finding new ways to enhance the customer experience.
- Delivered tailored onboarding sessions for new clients, ensuring a smooth transition and understanding of products.
- Coordinated with cross-functional teams to address and resolve complex customer issues promptly.
- Collaborated with the sales team to identify upsell and cross-sell opportunities within the existing customer base.
- Maintained accurate records of customer interactions, transactions, and feedback in CRM systems.
- Increased customer satisfaction by addressing concerns and providing tailored solutions for their needs.
Customer Relationship Associate
Extramarks Education Pvt Ltd
08.2020 - 03.2021
- Customer Escalation/Revenue Generation, objective was to handle difficult cases of displeased customers
- Escalated issues were resolved to avoid revenue
- Conferred with sales teams & team leaders to communicate targets boost revenue and improve promotional strategies
- Executed CRM campaigns to Retain former users
- Introduced real-time customer segmentation e-mails based on past purchases
- Submitted reports to management outlining calls made, queries received, and issues resolved and uploaded KPI reports into Service Cloud System
- Developed a product strategy to boost CSAT & NPS
- Delivered exceptional training and motivation to colleagues to enhance service delivery approaches and boost customer satisfaction
- Identified issues in the current process and provided a detailed analysis to make customer more comfortable
Marketing Consultant
Camkarl Paints Pvt Ltd
07.2017 - 07.2020
- Quantitative Research by conducting online surveys, segmentation, product testing, syndicated data and competitive intelligence
- Segmented the customers using need based customer segmentation model and behavioral segmentation model
- Marketing communications, using sales promotional strategies- loyalty program, coupons, samples, Taxi Display, Paint meetings
- Competitive Audit to collect the data, and identity of competitive brands
- Developed a sales strategy for B2C and B2B Clients
- Handled a team and was able to exceed sales goals by setting right motivation and promoting products
- Assisted senior leadership teams in making sound, innovated decisions based on facts and business/industry knowledge
- Communicated value and position to sales team and developed tools to support selling process
- Created product positioning and messaging to differentiate products in market and expand visibility
Education
MASTERS OF BUSINESS ADMINISTRATION -
THE IIS UNIVERSITY
BACHELOR OF COMMERCE -
THE IIS UNIVERSITY
Skills
Adaptability
Problem-Solving
Leadership
Teamwork
Meticulous attention to details
Pressure handling
Customer Mapping
Marketing Communication
Segmentation
Customer Engagement
Porter's Five Forces Model
Salesforce system proficiency
Relationship Management
Customer empathy
Customer-Centric mindset
Custom Section
- Salesforce
- Facebook Ad's Manager
- Fundamentals of digital marketing - Google
- Consumer Behavior Trends - LinkedIn
- Social media Marketing - LinkedIn
- Marketing to Gen Z - LinkedIn
- Inbound Marketing - Hubspot
Websites, Portfolios and Profiles
www.linkedin.com/in/shweta-bhatia392417233
Hobbies and Interests
- Avid Book Reader
- Writing
- Dancing
- Cooking
- Exploring Space
Timeline
SR. Customer Success Specialist
Azuga
06.2022 - Current
Customer Relationship Associate
Extramarks Education Pvt Ltd
08.2020 - 03.2021
Marketing Consultant
Camkarl Paints Pvt Ltd
07.2017 - 07.2020
MASTERS OF BUSINESS ADMINISTRATION -
THE IIS UNIVERSITY
BACHELOR OF COMMERCE -
THE IIS UNIVERSITY
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