SOMALI CHAKRABORTY
Customer Success Manager
Bangalore,Karnataka
Summary
Customer-focused professional with successful 20 years career in Telecommunications & Service sector. Driven, self-motivated, enthusiastic, result oriented Customer Success Professional, Focused on Customer Satisfaction Enhancement, P&L Management, CCAAS, Revenue Enhancement Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency.
Overview
23
23
years of professional experience
3
3
Language
Work History
Manager - Customer Success
Tata Communications
10.2022 - Current
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Facilitated successful cross-functional collaborations for the completion of key projects, fostering strong working relationships among team members.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Identified upsell opportunities through frequent account reviews, contributing to increased revenue generation.
- Leveraged data-driven insights to develop targeted strategies for enhancing overall client engagement levels.
- Facilitated successful renewals through diligent relationship management and proactive issue resolution.
Associate Director - Sales
Ozonetel
04.2022 - 09.2022
- Key Account Management for Large Enterprise -Digital Transformation, CCAAS, Omnichannel Solutions.
- Meet Contractual Obligations while catering across service Lifecycle
- Strengthened client relationships through regular communication and effective problem solving.
- Built relationships with customers and community to promote long term business growth.
- Conducted regular account reviews with clients to assess performance, identify areas for improvement, and strategize future growth opportunities.
- Created sales forecasts to target daily, monthly and yearly objectives.
- Improved account management by predicting potential competitive threats and outlining proactive solutions.
Independent Consultant
Make My Trip
02.2018 - 03.2021
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Collaborated with team members to optimize travel recommendations and share industry knowledge.
- Informed clients of travel policies and utilized preferred vendors to maximize company profits
- Enhanced customer satisfaction by tailoring travel packages to individual preferences and needs.
- Organized group tours, ensuring a seamless experience from start to finish for all participants.
Manager - Customer Service Delivery
Tata Teleservices Ltd
10.2004 - 05.2017
- Heading a team of on roll employees and outsourced employees
- Managing and Controlling Churn Voluntary and designing innovative retention tools and retention plans for Predictive and Reactive Churn Management,
- Relationship Management for SME and Bulk accounts, Resolution of all Customer Complaints.
- Ensuring High Standards of Retention Activity and ensuring customer stickiness through various Loyalty programs, revenue enhancement through various upgrade programs.
- Controlled costs to keep business operating within budget and increase profits.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
- Managed High Performance Teams
Senior Officer in Postpaid Call Centre
Bharti Cellular Ltd
09.2002 - 09.2004
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Communicated customer feedback and complaints to team members to promote proper resolution.
- Developed and implemented incentive programs to increase sales and customer loyalty.
- Consistently met or exceeded revenue targets by motivating agents to upsell products or services when appropriate.
- Increased first call resolution rates by implementing best practices in problem-solving and communication techniques.
Officer Call Centre
Wipro Spectramind
02.2002 - 08.2002
- Collaborated with cross-functional teams to provide seamless support for customers during various stages of the service process.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
- Improved customer satisfaction by efficiently addressing and resolving issues in a timely manner.
- Contributed to continuous improvement initiatives, implementing feedback from supervisors and peers to enhance personal performance.
Senior Team Leader Sales
Shogun Associates PVT LTD.(Franchisee of ICICI Bank Personal Loans)
11.2000 - 01.2002
- Met with customers to discuss and ascertain needs, tailor solutions and close deals.
- Developed strong relationships with key clients, resulting in increased customer satisfaction and retention.
- Consistently recognized as a top-performing Sales Team Leader, contributing to the overall success of the company.
- Set and achieved company defined sales goals.
Education
International Post Graduate Diploma - TESOL/TEFL Program, Business English Teachers Training, Young Learners Teachers Training, Education Management, Train The Trainer & Special Education
MBA - Academy of Business Management Studies
Bcom (HONS) - CALCUTTA UNIVERSITY
Skills
Client Relations
Strategic Planning
Customer Account Management
Stakeholder Management
Customer Relations
Account Management
CRM Software
Customer Retention
Revenue Growth
Key accounts development
Customer Advocacy
References Available
True
Employment Highlights
More than 17 years of rich experience in diverse roles of Customer Life Cycle & Relationship Management, Contact Centre Operations Management, Project Management, CCAAS, for Business Process Automation. Operations Management & Key Project Roll Out
Passport Details Available
True
Timeline
Manager - Customer Success
Tata Communications
10.2022 - Current
Associate Director - Sales
Ozonetel
04.2022 - 09.2022
Independent Consultant
Make My Trip
02.2018 - 03.2021
Manager - Customer Service Delivery
Tata Teleservices Ltd
10.2004 - 05.2017
Senior Officer in Postpaid Call Centre
Bharti Cellular Ltd
09.2002 - 09.2004
Officer Call Centre
Wipro Spectramind
02.2002 - 08.2002
Senior Team Leader Sales
Shogun Associates PVT LTD.(Franchisee of ICICI Bank Personal Loans)
11.2000 - 01.2002