Soumiyan Bhuvan
Manager
Bangalore
Summary
A dedicated and results-oriented professional with over 6.5 years of experience driving success in Ed-tech, Fin-tech, and Health Fin-tech industries. Known for a strong work ethic, a collaborative mindset, and a commitment to continuous improvement, I consistently deliver exceptional results. With expertise in managing diverse teams and tackling complex challenges, I am focused on adding value and exceeding expectations. Eager to leverage my skills and experience to contribute to the success of a dynamic organization.
Overview
7
7
years of professional experience
2
2
Certifications
Work History
AM - Customer & Partner Experience
WeRize
08.2023 - Current
- Managed regular RBI and lender-related escalations, ensuring timely and effective resolution of critical issues.
- Led and coordinated multiple teams, including Inbound Calling, Mails, and Chat teams, to maintain seamless operations and enhance customer support.
- Created KRA (Key Result Areas) and KPI (Key Performance Indicators) parameters for the team, with monthly reviews and adjustments to align with evolving goals.
- Conducted regular one-on-one feedback sessions with team members, fostering continuous improvement and professional development.
- Played a key role in establishing and refining internal processes to improve work alignment and operational efficiency.
- Developed a comprehensive toolbox, providing a one-stop solution for team members to streamline their tasks and improve productivity.
- Initiated and executed a Recognition & Rewards (R&R) program, boosting team morale and motivation.
- Collaborated with various departments to set up smooth workflows, ensuring cross-functional alignment and optimal performance.
Manager - Customer Success
Dvara Health Finance
08.2022 - 08.2023
- Establish clear client retention goals and deliver on the same
- Process milestones for the clients and employees to work toward
- Develop & design communication strategies to engage the customers in a program
- Have conducted multiple marketing campaigns for the company in multiple locations (Maharashtra, Karnataka)
- Promote value through customer experience
- Assist in creating training courses and educational materials.
Lead - Customer Experience
Siply
02.2022 - 10.2022
- Helped the Organization set up the Customer Experience team
- Found out the Best calling and ticketing solutions and CRM
- Managed operations efficiently and effectively, verifying customers received exceptional service
- Verified that teams carried out tasks in compliance with company regulations
- Conducted regular appraisals and performance reviews, highlighting training and development opportunities.
Sr Resolution Specialist
BYJU'S
06.2018 - 02.2022
- Worked in multiple teams over the period of working there (CS, DSSL, Tech Team, Refund Team)
- Processed refunds, exchanges and service requests for customers
- Answered customer requests with friendly, knowledgeable service and support
- Resolved customer questions, issues and complaints efficiently to reach mutually beneficial solutions
- Trained new hires on processes, product knowledge and overcoming objections
- Managed a small number of team.
Sales Executive
Zen Power Technologies
01.2018 - 06.2018
- Closed large sales in line with company targets
- Contacted current and potential clients to promote, upsell and cross-sell products and services
- Maintained detailed record of sales activities and compared trends to identify underserved areas and opportunities for improvement
- Optimized sales methods to best acquire, develop and retain customers.
Education
Bachelor of Business Administration - Management
Garden City College
Bangalore, Karnataka 01.2018 -
Skills
Cross-cultural sales background
Customer experience development
Customer experience process set-up
Customer experience enhancements
Converting leads into customers
Customer experience management
Supervisory experience
Call monitoring, Team coordination, Appraisal meetings
Communicating with internal teams
Sales process
Rapport and relationship building
Team oversight
Strategies and goals
KRA and KPI structure design
Campaign Supervision
Certification
LinkedIn Certification on Customer Service Foundation
Accomplishments
- Increased Tele-Sales Team Revenue by 26%
- JITO CONNECT 2022 - Pune
- Been a part of startup core teams
Languages
English
Bilingual or Proficient (C2)
Tamil
Bilingual or Proficient (C2)
Hindi
Advanced (C1)
Kannada
Advanced (C1)
Tools
- SalesForce
- LeadSquared
- ZOHO
- FreshDesk
Timeline
AM - Customer & Partner Experience
WeRize
08.2023 - Current
Manager - Customer Success
Dvara Health Finance
08.2022 - 08.2023
Lead - Customer Experience
Siply
02.2022 - 10.2022
Sr Resolution Specialist
BYJU'S
06.2018 - 02.2022
Sales Executive
Zen Power Technologies
01.2018 - 06.2018
Bachelor of Business Administration - Management
Garden City College
01.2018 -