Soumali Sen
Bengaluru
Summary
Experienced client service professional with 11 years of expertise in delivering exceptional client satisfaction across domestic and international markets. Skilled in leadership, team management, and problem-solving, with a proven track record of effectively handling escalations and resolving complex issues. Adept at building strong client relationships, driving successful negotiations, and ensuring seamless service delivery. Recognized for excellent communication and presentation skills, with the ability to convey insights and strategies to stakeholders at all levels. Experienced in managing cross-functional collaborations, optimizing processes, and leading high-performing teams to achieve organisational goals. Committed to enhancing client experiences and fostering long-term partnerships.
Overview
11
11
years of professional experience
Work History
Senior Manager Client Success
Strata
06.2022 - Current
- Managed end-to-end client success operations using Zoho for efficient resolution of investor queries.
- Oversaw escalations, ensuring seamless allocation and resolution of emails and tickets within defined TAT.
- Delivered comprehensive after-sales services by addressing queries and resolving complex issues with cross-functional teams.
- Led a team through mentorship, performance monitoring, and fostering a culture of continuous improvement.
- Conducted webinars for investors and stakeholders to enhance engagement and information sharing.
- Prepared and delivered presentations to internal and external stakeholders to support operational enhancements.
- Maintained proactive approach to customer service improvements, collaborating with strategy teams for process optimization.
- Built strong investor relationships through direct communication, promptly addressing concerns and inquiries.
Assistant Manager Customer Service
Bollore' Logistics
12.2021 - 06.2022
- Managed global accounts for Bollore, enhancing client relationships and satisfaction.
- Coordinated cross-departmental collaboration among Operations, Finance, and Sales teams.
- Facilitated weekly conference calls with international stakeholders to address business needs.
- Conducted review meetings with clients to ensure alignment on operational activities.
- Monitored departmental adherence to client TAT, addressing discrepancies promptly.
- Oversaw daily operations for clients in France, Singapore, and the US.
- Delivered exceptional customer service experiences through proactive engagement with clients.
Senior Sales & Servicing Executive
SpiceJet Airlines
06.2018 - 06.2021
- Managed portfolio of key corporate clients including IBM, Wipro, and Capgemini.
- Planned and implemented sales initiatives to drive revenue growth.
- Organized domestic and international FAM trips to educate partners on new sectors and services.
- Monitored sales activities to ensure achievement of targets.
- Conducted monthly, quarterly, and yearly reviews for corporate sales performance.
- Executed roadshows and product presentations to enhance brand visibility.
- Identified and pursued new prospective clients for revenue generation.
- Collaborated with procurement teams to explore new business opportunities.
Sales & Service Executive
IndiGo Airlines
06.2016 - 06.2018
- Managed and serviced portfolio of key corporate clients, ensuring high satisfaction levels.
- Identified and prospected new corporate client opportunities to drive growth.
- Monitored and coordinated sales activities to achieve targets consistently.
- Maintained long-term relationships with clients to enhance loyalty.
- Conducted product presentations for key corporates, implants, and agencies.
- Analyzed market trends to provide insights for service improvement and revenue growth.
- Reviewed corporate performance monthly, quarterly, and annually to track sales progress.
- Assisted Customer Assist team during IROP season, ensuring smooth operations.
Customer Service Analyst
Australia and New Zealand Banking Group
06.2014 - 06.2016
- Accumulated over 24 months of expertise in banking customer service and analysis.
- Mapped business requirements to develop and implement processes aligned with guidelines.
- Executed successful implementations across multiple organizational functions.
- Conducted performance analyses, benchmarking studies, and trend analyses to support critical decision-making.
- Created an environment promoting high team performance and achievement of organizational goals.
- Prepared MIS reports and statements to inform management on process operations and aid decision-making.
- Reported daily and weekly team performance metrics to management for oversight.
- Trained and monitored new team members, enhancing service operational excellence.
Intern
Axis Bank
Kolkata
- Conducted comprehensive analysis within project related to Credit Appraisal and SME Loan
Education
MBA(PGDM) -
Narsee Monjee Institute of Management
01.2019
Bachelor of Commerce (Honours) -
Christ University
Bangalore01.2014
12th - ISCE Board
Pratt Memorial School
Kolkata01.2011
10th - ICSE Board
Pratt Memorial School
Kolkata01.2009
Skills
- Zoho and Microsoft Excel
- Data analysis and reporting
- Data visualization and performance tracking
- Leadership and team management
- Problem solving and analytical skills
- Communication and negotiations
- Client interactions and escalations
- Sales and after-sales service
- Relationship management
Accomplishments
- Award for Star Performer for 2024 at Strata.
- Best Employee for the month of May 2017 in IndiGo Airlines.
- Recognition for fastest turnaround for Customer Service Experience.
- Recognition for best airport assistance provided to top management of key corporates.
- Recognition for closing negotiations for top Corporates at the time of renewal of accounts.
- Extra Miler - Accountability Award for taking additional initiatives in ANZ Bank for Customer Service.
- Reward and recognition in ANZ Bank for best productivity and quality delivered.
- Gold medals received for elections and stage theatres.
- Certificates received for various talk shows and debates.
Languages
- English
- Hindi
- Bengali
- Kannada
Extracurricular Activities
Guest Lecturer and trainer in Christ University for MBA and Master students. Training them to face placements and corporate etiquettes required in an organization. Conducting presentations and group discussions. Organizing games to build a sense of time management and team player spirits among the students. Associated with Vidhyadhan Foundation (NGO) to train children from rural areas and backward regions as a part of their scholarship program. Performing in Documentaries and Drama. Stage Theatre in School and State level. Anchoring. Cultural Activities: Certificates received for participation in Dance and Singing in School.
Personal Information
- Date of Birth: 07/30/91
- Gender: Female
- Marital Status: Married
Youtube
- Https://www.youtube.com/watch?v=JZad8aPtw98
- Https://www.youtube.com/watch?v=8xkNcyKodQ0
- Https://www.youtube.com/watch?v=PkAEoofroVA&t=515s
Timeline
Senior Manager Client Success
Strata
06.2022 - Current
Assistant Manager Customer Service
Bollore' Logistics
12.2021 - 06.2022
Senior Sales & Servicing Executive
SpiceJet Airlines
06.2018 - 06.2021
Sales & Service Executive
IndiGo Airlines
06.2016 - 06.2018
Customer Service Analyst
Australia and New Zealand Banking Group
06.2014 - 06.2016
Intern
Axis Bank
MBA(PGDM) -
Narsee Monjee Institute of Management
Bachelor of Commerce (Honours) -
Christ University
12th - ISCE Board
Pratt Memorial School
10th - ICSE Board
Pratt Memorial School