Sidra Afreen

Experienced Customer Success Specialist skilled in data analysis, complex issue resolution, and effective communication. Proven track record in driving product adoption, managing account growth, and enhancing customer satisfaction through actionable insights and cross-functional collaboration.

Key Responsibilities:

• Data Analysis & Recommendations: Analyzed customer usage data with internal tools, advising on upgrade and downgrade decisions.
• Complex Communication: Clearly explained complex usage scenarios and product benefits to customers.
• Issue Resolution: Identified systemic issues, collaborated with engineering for resolution, and maintained detailed documentation.
• Feedback & Improvement: Captured customer feedback to recommend usage improvements and address root causes.
• Multi-Mode Engagement: Delivered tailored communications across various formats to different audience needs.
• Technical Support: Managed complex customer issues, applying strong problem-solving skills and technical knowledge.
• Salesforce & Metrics: Managed cases in Salesforce, tracked case trends, and validated data to inform decisions.

As a Client Success Analyst at Phreesia, I played a pivotal role in ensuring seamless interactions with our healthcare clients

• Managing Client Relationships: I maintained regular communication with healthcare providers to understand their needs and ensure satisfaction with our services.
• Operational Support: I handled the day-to-day operational needs of our clients, ensuring smooth integration and usage of our software solutions.
• Data Accuracy and Verification: I meticulously ensured that client data in our systems accurately reflected their operational realities, collaborating closely with internal teams to resolve any discrepancies.
• Process Improvement: I continuously reviewed and refined our operational processes to enhance efficiency and effectiveness in delivering services to our clients.
• Subject Matter Expertise: I developed deep knowledge of our software products and healthcare industry practices, becoming a go-to resource for both clients and internal teams.
• Innovative Solutions: I collaborated with clients to explore innovative ways to optimize their use of our platform and achieve their operational goals.
• Tools-Proficient in utilizing CRM platforms like Okta, Salesforce, JIRA to document playbook tasks, and manage client interactions.

• Understand, implement, and manage the online portion of the client's event website and registration pages and perform thorough testing throughout the project cycle to ensure accuracy of implementation
• Work with the client to review the initial implementation and make required changes with Project delivery
• Managing day-to-day analysis for maintaining projects, monitoring day to day resolution closures and case aging to ensure timely resolution
• Preparing and presenting performance reviews to the clients through reports after the completion of the even
• Providing value added solution services by project reviews, providing post service activities like follow up with the clients how their experience was as per the SLA'
• CRM Tools and languages: Salesforce, Workday, Cvent Event Builder, OnArrival, MS Office, HTML and CSS
• Master the complete Event SaaS based Cloud Platform to work on client projects and manage multi complexity projects in a dynamic environment

• Enhancing productivity by analysis of the existing workflows
• Acting as a liason between B2B and B2C entities to ensure smooth transaction
• Worked on various tools like G-suit, Jira and Twillio Etc
• Curating weekly and monthly revenue data to analyse the productivity
• Measure impact of training programs and coaching through data collection and analysis with peers
• Providing feedback to the real estate agents for the workflow
• Drafting purchase contracts for multiple market to enhance the overall sales

• As research analyst for marketing and development

• Solving query of Amazon's seller related to financial transaction, Product Delivery ,Product description and Product Title Etc