Sonal Agarwal
Senior Customer Success Manager
Bangalore
Summary
Result-driven Customer Success Manager with a 7+ year track record of working across multiple disciplines including Operations, account management and on-boarding.
Experienced in B2B Customer Success, Consultancy, Product Adoption and Customer Retention across different verticals for SaaS-based Customer Support with a demonstrated history of working for food tech.
Responsible for developing and maintaining customer relationships. Work closely with the customer to ensure service satisfaction and help the organization to adopt and retain the customer.
Overview
8
8
years of professional experience
5
5
years of post-secondary education
3
3
Languages
Work History
Senior Customer Success Manager
Urbanpiper
Bangalore
03.2021 - 02.2023
- Build the Customer success Team with 6 team members with the main focus being upselling,customer retention and providing the best customer experience.
- Maintained rosters with respect to the business requirements. Conducted monthly reviews, ensured hygiene,listed KPI
- Played the role of account manager for our Enterprise merchants, McDonalds, Pizza hut, Keventers.
- Created SOP's for support. Contributed to regular auditing of calls and emails.Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Did an in-depth analysis of our customers and suggest improvements in the product.
- Collecting customer requirements/feedback and bring that back to the product and engineering team. Creating GITHUBS .
- Handling the escalations when the need arises for support.
- End goal was to control churn so that even the success team can contribute to the revenue of the company.
- Maintaining CSAT and conducting NPS surveys.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
Senior Fulfillment Executive - Customer Delight
Bundl Technologies Private Limited(Swiggy)
Bangalore
06.2019 - 12.2020
- Responsible for handling social media escalations and to ensure order fulfilment.
- Handled project to reduce ITOs and achieve customer delight.
- Worked on various OpEx projects to develop strategic operations goals. Monitoring renovation projects & performance metrics.
- Responsible for receiving, processing, investigating, and resolving customer disputes, fraudulent cases and Terms of Service violations.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Identified issues, analyzed information and provided solutions to problems.
- Excellent communication skills, both verbal and written( English and Hindi)
Senior Operations Executive
Silversand Event Management Private Limited, Kolkata
Kolkata
06.2015 - 03.2019
- Built and strengthened relationships across functional leadership areas to keep revenue development and operational plans interconnected and effective.
- Applied excellent problem-solving, process development, and strategic implementation skills to lead and support all areas of operations.
- Defined strategic goals to drive resource allocation, capability requirements and budgeting activities.
- Creating and managing the organization’s fiscal operating and capital budget and expenses.
- Monitoring operational performance of both internal and external service providers/vendors.
- Handling internal and external escalations .
Education
Master of Arts - Journalism And Mass Communication
Makhanlal Chaturvedi National University
Kolkata 06.2012 - 06.2014
Bachelor of Arts - Journalism And Mass Communication
Shri Shikshayatan College
Kolkata 05.2009 - 05.2012
Skills
Key accounts development
Timeline
Senior Customer Success Manager
Urbanpiper
03.2021 - 02.2023
Senior Fulfillment Executive - Customer Delight
Bundl Technologies Private Limited(Swiggy)
06.2019 - 12.2020
Senior Operations Executive
Silversand Event Management Private Limited, Kolkata
06.2015 - 03.2019
Master of Arts - Journalism And Mass Communication
Makhanlal Chaturvedi National University
06.2012 - 06.2014
Bachelor of Arts - Journalism And Mass Communication
Shri Shikshayatan College
05.2009 - 05.2012
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