Somya Golash Gupta
Customer Success Analyst
Bengaluru
Summary
Knowledgeable and dedicated customer service professional with extensive experience in SaaS industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Accomplished Consultant drives organizational improvements through leveraging expertise in research and system enhancement. Well-versed in collaborating with employees and leaders to resolve control and procedural problems negatively affecting business operations. Dedicated to cost, process and resource optimization.
Overview
7
7
years of professional experience
5
5
years of post-secondary education
Work History
Customer Support Representative
GohighLevel
04.2024 - Current
- Maintained comprehensive knowledge of products and services, ensuring accurate information was provided to customers.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
- Managed escalated calls with professionalism, ultimately resolving complex issues to the satisfaction of both the client and company.
- Supported sales efforts by offering knowledgeable insights into product offerings during upselling opportunities.
Customer Success Analyst
Rayden Interactive (Phreesia)
01.2022 - 08.2023
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Addressed potential cancellations and offered catered solutions to retain accounts.
- Kept accurate records to document customer service actions and discussions.
- Collaborated with marketing department to launch and manage promotional activities and campaigns..
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Leveraged sales expertise to promote products and capitalize on upsell opportunities.
Customer Support Specialist
SendinBlue
09.2020 - 12.2021
- Devised solutions to operations issues related product , working closely via phone, email, live chat and web teleconference
- Evaluated customer issues and caller trends to determine areas in need of improvement and implement proactive correction
- Multitasked to handle diverse customer needs in high-volume setting, prioritizing tasks to keep up with challenging deadlines
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution
Key accounts Manager
Uber India Systems Pvt Ltd
03.2019 - 02.2020
- Consistently achieved top ranking in revenue and profit growth
- Improved account management by predicting potential competitive threats and outlining proactive solutions
- Restaurant
- Partnerships Achievements/Tasks Handled overall sales of the city along with 2 team members and succesfully achieved the projected results.Identified
- Opportunities for more business , negotiated and closed new business
- Opportunites Significant experience in Sales/Account Management related to on field hindrances as well as back office operations.Successfully managed top clients for the company and achieved project scheduled goals Contact: Nadia
- Arif – 9004938880.
Business Development Manager
Jaro Education
09.2018 - 01.2019
- Developed and implemented favorable pricing structures balancing firm objectives against customer targets
- Collaborated with sales and marketing departments to support business objectives and client acquisition
- Devised effective marketing, sales and other promotional initiatives
- Researched and identified opportunities for account growth, account penetration and market expansion
- Negotiated and closed long-term agreements with new clients in assigned territory.
Intern
Bank of India
04.2018 - 06.2018
- Tasks - Planning and overseeing new marketing initiatives and developing sales goals and ensuring they are met
- My project work include the analysis of Credit Risk Management of BOI as my concentration topic
- Being part of various other departments process to have an insight
- Performing promotional activities for the company
- Delivered clerical support by handling range of routine and special requirements.
Education
PGDM -
MIT School Of Business
PuneB.A (Hons) - Economics
Motilal Nehru College, University of Delhi
01.2012 - 01.2015
12th CBSE -
RKKGPS, C
Jodhpur 01.2011 - 01.2012
10th Cbse -
Little Angels High School
Gwalior 01.2009 - 01.2010
Skills
Microsoft Office 65, Google Apps , Jira , Salesforce , Datadog , Zendesk , Slack
Languages
Hindi , English
Interests
Sports , Food , Travel , Fashion , Lifestyle , Dance , Music
Skills
International sales support
Excellent
Report preparation
Very Good
Sales expertise
Good
Customer experience management
Complaint resolution
Complaint resolution
Account management
Report preparation
MS Office
Interpersonal Communication
International sales support
Service standard compliance
Timeline
Customer Support Representative
GohighLevel
04.2024 - Current
Customer Success Analyst
Rayden Interactive (Phreesia)
01.2022 - 08.2023
Customer Support Specialist
SendinBlue
09.2020 - 12.2021
Key accounts Manager
Uber India Systems Pvt Ltd
03.2019 - 02.2020
Business Development Manager
Jaro Education
09.2018 - 01.2019
Intern
Bank of India
04.2018 - 06.2018
B.A (Hons) - Economics
Motilal Nehru College, University of Delhi
01.2012 - 01.2015
12th CBSE -
RKKGPS, C
01.2011 - 01.2012
10th Cbse -
Little Angels High School
01.2009 - 01.2010
PGDM -
MIT School Of Business
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