Sonali Narayan
Bangalore
Summary
Seasoned and result oriented Business and Customer Success professional with 8+ years of cross functional experience in creating impactful engagements & enhancing customer experience. Keen to leverage leadership and managerial expertise in business. Strategized and implemented the module of self sustained CS Units in order to enhance the customer satisfaction and helped organization set processes.
Overview
9
9
years of professional experience
Work History
Senior Project Coordinator
SMARTWORKS
Bangalore
11.2022 - Current
- Analyzed project costs to confirm positive return on investment (ROI) for new proposals.
- Created project roadmaps for staff, defining specific milestones and timelines to encourage timely project completion.
- Checked compliance with Service Level Agreements (SLAs) across entire project.
- Identified and adapted to project dependencies, altering strategic prioritization.
- Authored best practice guidelines to participating project members, setting policies and protocols to maximize efficiency and reduce risk.
- Oversaw multiple simultaneous projects, maintaining high levels of quality and producing excellent results.
- Created project tracking database to provide central repository for progress and fault monitoring efforts.
- Facilitated communication between departments to enhance project success.
- Handled risk management and change management duties on projects with active liability concerns.
- Published progress reports, updating senior leadership and stakeholders on overall project development.
- Followed up on change orders to ongoing projects, confirming necessary alternation completions occurred on time.
- Coordinated with finance department to deliver timely billing for milestone events during project development.
- Managed full-cycle project development execution, maintaining strict quality control parameters throughout.
- Provide project plan trend analysis and control including analysis, research, development and maintenance of the project data. Maintain awareness of emerging technologies and project management techniques. Provide recommendations for improvement of project management processes currently in use.
Project Manager
Saltmine
Bangalore
10.2021 - Current
- Responsible for Saltmine India office.
- Developed and initiated projects, managed costs and monitored performance.
- Updated operational methods and oversaw accounting procedures for improved efficiency.
- Met project deadlines without sacrificing product quality.
- Accelerated progress by continually reviewing performance, budgets and project timelines.
- Drove team success through shared vision and recognition of quality performance.
- Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.
Head Customer Success Manager
MIPL ; Enterspace
Bangalore
10.2020 - 10.2021
- Responsible for on boarding, developing new clients and enhancing processes to ensure long-term customer retention.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Collaborating with senior executives, director to determine and execute campaigns aimed at new customer acquisition and service with operational efficiencies.
- Responsible for account acquisitions via existing relationships and new customer acquisitions in the spatial design industry via Architects and design community.
- Influencing design led thinking across the workplace via workshops and regular dialogues with the team.
- Hire & train team of designers and client servicing professionals.
- Develop LMS internally to train employees to adopt design thinking approach and ensure strategic design & project lifecycles are built.
- Forecasting annual, quarterly, and monthly goals.
- Engage and strategize the unique experience for clients, also up sell the service.
- One point of contact for all business needs from design to build project.
- Clients worked and developed – Fortune 500 companies – Amazon, Google, IKEA, IBM, Walmart, Keyloop, GSK, PayPal, Caterpillar, Siemens, Alliant, Apple, Bayers, Fanatics, Harman, ICE, IGT, Verizon, Oracle, Wipro, HP, Infosys, Northern Trust, Societe Generale, LinkedIn, HSBC, Mcafee, Legato, Alcon, Morgan Stanley, VMWare, etc.
Business Manager
Livspace
06.2018 - 07.2019
- Team Lead heading a group of 5 designers ; took care of frontend derivatives from clients to vendors.
- Timeline management of online projects and one point conversation of MOM'S.
- Strategy planning for online platform with digital marketing.
- Demonstrate knowledge and understanding of Interior Design and management principles in individual practice as a member and aleader in a team to manage projects in multi-disciplinary environments.
- Successfully assisted local real estate brokers draw multiple new tenants to Livspace through cost-effective and functional spaceplans and fast turnaround of Interior documents.
Interior Design Manager
Chamara Design Studio
01.2016 - 05.2018
- Had to Understand the impact of interior design on society and the environment and demonstrate the knowledge throughsustainable interiors.
- Identify, select and apply appropriate tools and technology for understanding and designing the complex interior environment.
- Use research methods to interpret, analyze and synthesize data to generate appropriate design solutions.
- Frame methodological processes to develop solutions for complex spatial issues to meet specific user needs.
- To identify complex issues of interior environment and sustainability and analyze through research to find design solutions.
- Apply the knowledge of research methods, design thinking and analysis, user psychology, design styles, material technology,integrated building services, to design complex projects holistically.
- Function effectively as an individual and as a member or leader in diverse teams and in multi-disciplinary settings.
- Ability to engage in independent and lifelong learning, recognizing the need and technological advancements.
Interior Designer
Pragrup
01.2015 - 12.2015
- Head of client relationship managementOrganizing and assembling presentations with material & mood board selections with 99% satisfaction resultsCreated timelines for projects and coordinated the whole vendor management systemLayout Planning of 500 acres of Villament including all amenities.
- Review and detail shop drawings for construction plans.
- Coordinate with other professionals, such as contractors, architects,engineers, and developers to ensure job success.
- Estimate material requirements and costs, and present a cohesive design to client for approval.
- Subcontract fabrication, installation, and arrangement of flooring, fixtures, accessories, draperies, paint and wall coverings, art work,furniture, and related items.
Interior Designer
SaraArchitecture Studio
01.2014 - 12.2015
- Responsible for all aspects from space planning and design development through construction administration and furnitureinstallation.
- Completely renovated office space and provided finishes and lighting recommendations for more effective meeting areas.
- Page 1 of 2Fast moving space planning and construction deadlines provided additional challenges requiring unique problem solving skills.
- Participated in all phases of design and construction processes on all projects.
- Produced drawing and layouts and assisted the clients throughout the projects client had a satisfaction rate of 95%.
- Created 3D models and renderings.
Education
Master's - Interior Design
07.2016 - 2018.04
Batch Topper
Skills
AutoCad
Presentation & Public Speaking
Excel
SketchUp
Microsoft Office
Operations Management
Operations Risk Management
Cross Functional Team Leadership
Strategic Thinking
Team Leadership
Space Planning
Operations Management
Business-to-customer expertise
Customer database management
Team Management
Project planning and development
Timeline
Senior Project Coordinator - SMARTWORKS
11.2022 - Current
Project Manager - Saltmine
10.2021 - Current
Head Customer Success Manager - MIPL ; Enterspace
10.2020 - 10.2021
Business Manager - Livspace
06.2018 - 07.2019
Manipal University - Master's, Interior Design
07.2016 - 2018.04
Interior Design Manager - Chamara Design Studio
01.2016 - 05.2018
Interior Designer - Pragrup
01.2015 - 12.2015
Interior Designer - SaraArchitecture Studio
01.2014 - 12.2015