Shweta Sharma
Customer Success Operations Manager
Bangalore
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
5
5
years of professional experience
2
2
years of post-secondary education
2
2
Languages
Work History
Customer Success Specialist
Elpis It Solutions Pvt Ltd
Bangalore
11.2023 - Current
- Answered constant flow of customer calls with minimal wait times.
- Developed and updated databases to handle customer data.
- Trained new personnel regarding company operations, policies and services.
- Implemented and developed customer service training processes.
- Created and maintained comprehensive customer success documentation for internal and external use.
- Established performance metrics to evaluate team success, driving continuous improvement in service delivery.
- Generated reports and communicated results to stakeholders to provide insights into customer success.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Coordinated with internal teams to provide prompt support and address client needs efficiently.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Customer Success Associate
Reliance General Insurance Pvt Ltd
East Singhbhum, Jamshedpur
05.2019 - 04.2021
- Developed and updated databases to handle customer data.
- Processed customer service orders promptly to increase customer satisfaction.
- Implemented effective strategies to track customer feedback, leading to improved service levels and higher satisfaction ratings.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Worked closely with technical support teams to troubleshoot and resolve complex issues maintaining open lines of communication with affected clients throughout the resolution process.
- Educated customers about billing, payment processing and support policies and procedures..
- Met customer call guidelines for service levels, handle time and productivity.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Assisted in the creation and distribution of client-facing materials such as newsletters webinars, and case studies to promote ongoing engagement and deepen relationships.
- Participated in internal meetings to provide valuable feedback from clients that informed product development decisions and improvements.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
Education
Master Of Business Administration - Marketing
Kolhan University
Jamshedpur 05.2015 - 08.2017
Skills
Feedback collection
Customer Segmentation
CRM Software
Product Knowledge
Data Entry
Complaint resolution
Data Collection
Appointment Scheduling
Account updating
Report Preparation
Microsoft PowerPoint
Payment Processing
Computer Proficiency
Coordination
Research
Live chat support
Project management abilities
Follow-up skills
Brand representation
Active Listening
Order Processing
Escalation management
Receiving support
Product Education
Customer Education
Documentation
Administrative Support
Problem Resolution
Customer Relations
Retail store support
Additional Information
Knowledge of MySql, Excel, Power Bi
Timeline
Customer Success Specialist
Elpis It Solutions Pvt Ltd
11.2023 - Current
Customer Success Associate
Reliance General Insurance Pvt Ltd
05.2019 - 04.2021
Master Of Business Administration - Marketing
Kolhan University
05.2015 - 08.2017