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
undefinedReferences 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
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
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