Sonal Shinde
Mumbai,Maharashtra
Summary
Experienced professional with a proven track record in customer success, operations, and customer support. Implements customer satisfaction (CSAT) strategies to enhance customer experiences and drive loyalty. Streamlines operations to optimize efficiency, reduce response times, and improve service delivery. Possesses a strong background in managing customer relationships, focusing on delivering exceptional service and tailored solutions that meet client needs. Proficient in cold calling, initiating conversations, identifying opportunities, and converting leads into satisfied customers. Passionate about problem-solving and continuously improving customer support processes to exceed expectations.
Overview
6
6
years of professional experience
Work History
Customer Success Associate
PeopleHum Technologies Pvt Ltd
12.2023 - Current
- Working with clients all the around the world.
- Onboarding, Training and Implementation of HRMS system.
- B2B|SaaS|HRMS|Implementation
- Responded proactively and positively to rapid change.
- Managing churn and increasing customer retention
- Building relationships by providing consistent value and fostering customer loyalty
- Liaising with the sales team to understand customer needs
- Driving account expansion with contextual offers and growing lifetime value
- Assisted & Trained colleagues in account management & On the product onboarding & Implementation
- Familiar with Jira work management platform
- Familiar with CRM software - Customer Portal
Operation Executive
Geebee Education Pvt LTD Study Abroad Consultants, Business Consultancy Services
01.2022 - 07.2023
- Communication with upper management on regular basis
- Oversee daily functions of business
- Delegate tasks to teams members
- Give suggestions for operational improvements
- Educating and training new joiners
- Applied excellent problem-solving, process development and strategic implementation skills to lead and support all areas of operations.
- Collaborated on operational support tasks to achieve common goal.
- Career Counseling
- Preparing & Maintaining Reports
HR Practitioner
Accenture
06.2021 - 12.2021
- Human Resources and Recruitment
- Interviewed & Managed over 90 to 100 calls to candidates per day
- Worked as HR Practitioner for Client Accenture, It was contractual role
- Project was to hire blue collar workers for USA such as bus drivers and truck drivers
- Screening candidates profiles
- Conducting Interviews to on boarding candidates
- Maintaining Candidates database
- Emailing them their offer letter
- Worked flexible hours across night, and weekend
- Collaborated with team members to achieve target results.
- Joining formalities
- Cold Calling potential candidates
Back Office Associate
TSI Altisource
08.2020 - 05.2021
- Managed & Updated 80 to 90 policies per day
- Documents Verification of international policy holders and updating data base
- Payments of policies
- On behalf of mortgage company work was to get policy reinstated or cancelled
- Updating status of policies to policy holders and agencies
- Collaborated with team members to achieve target results.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record
- Contacting potential customers.
- Generating leads.
Customer Service Executive
Delight Services LLP
02.2019 - 01.2020
- Evaluated interactions between associates and customers to assess personnel performance
- Knowledge of CRM systems
- Managed over 50 customer calls per day.
- Dealing with customer issues and churning out easy-to-follow solution
- Managing payment and delivery of customer orders
- Preparing & Maintaining report of order's received
- Handling customer concerns and complaints in timely manner
- Feedback Calling & Cold Calling
- Informed customers of upcoming promotions and deals to boost sales.
- Made reasonable procedure exceptions to accommodate unusual customer requests.
- Provided company information and policies to customers upon inquiry and answered questions via phone and email.
Education
Post Graduation Diploma - Operations Management
Welingkar Institute of Management Development
Bachelor's degree - Financial Accounting And Auditing
R A Podar College of Commerce & Economics
12th Grade - Commerce
R A Podar College Of Commerce And Economics
Skills
- Communication Skills
- CRM
- Multitasker
- Strategic planning and execution
- Operations Management
- Microsoft Excel
- Customer Relationship Management (CRM)
- System implementation
- Lead Generation
- Project management abilities
- Escalation management
- Technical Support
- Complaint resolution
- Service Upselling
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Marathi
Bilingual or Proficient (C2)
Interests
Playing Football, Reading Books
Timeline
Customer Success Associate
PeopleHum Technologies Pvt Ltd
12.2023 - Current
Operation Executive
Geebee Education Pvt LTD Study Abroad Consultants, Business Consultancy Services
01.2022 - 07.2023
HR Practitioner
Accenture
06.2021 - 12.2021
Back Office Associate
TSI Altisource
08.2020 - 05.2021
Customer Service Executive
Delight Services LLP
02.2019 - 01.2020
Bachelor's degree - Financial Accounting And Auditing
R A Podar College of Commerce & Economics
12th Grade - Commerce
R A Podar College Of Commerce And Economics
Post Graduation Diploma - Operations Management
Welingkar Institute of Management Development
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