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
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 -
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