Sumit Bhadauria
Senior Manager - Customer Success(GCC Region)
Gurugram
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
16
16
years of professional experience
3
3
years of post-secondary education
Work History
Senior Manager, Customer Success
Knowlarity Communications(A Gupshup Subsidary)
Gurugram
08.2015 - Current
- Managing the entire operations support of all International customers who are majorly based out in UAE, Saudi Arabia, Thailand, Singapore, US, UK, Philippines, etc.
- Has a vast experience of managing the strategic accounts who are the high revenue generators for the company.
- Manages a team of key players who looks after the delivery of the solutions sold by the customers, after sales support such as customer success and support team are also comes under me where we ensure all customers are happy, any concern raised by them is fully resolved and we comply with the assigned TATs to complete all of our assigned tasks.
- My team looks after the areas where we monitor every bill is sent correctly to our customer and we ensures that we do collection by achieving minimum 85% of our monthly billed amount from our customers.
- Generated reports and communicated results to stakeholders to provide insights into customer success.
- Assisted customers with onboarding and product setup to foster successful adoption and usage initially and this is the core job of my team to help customer whenever they require support in understanding our product.
- Collaborated with sales and product teams on a weekly basis to address customer success objectives.
- Conducted periodic user training sessions to support customer understanding and product feature utilization.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Created and maintained comprehensive customer success documentation for internal and external use.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Monitored customer progress month on month and addressed customer inquiries with timely and accurate updates on a daily or on a weekly basis dependent on the revenue size of the customer.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Implemented productivity benchmarks across all departments to maximize company revenue.
TCPS Analyst
American Express India Private Limited
Gurugram
03.2015 - 07.2015
- Worked for the U.S and Canadian customers who purchased the prepaid cards of AMEX through Walmart, Walgreens, and sears stores.
- Handled only high level escalations raised by the customer who were unable to use the prepaid cards after the purchase.
- Managed time efficiently in order to complete all tasks within deadlines.
- Gained extensive knowledge in data entry, analysis and reporting as we were given the access of highly confidential websites which helps us in identifying the customer's banking history, customer's residential history and all other history which is relevant for us to ensure that we are resolving all of our customer's query to the best of our ability.
- Always delivered excellent communication skills, both verbal and written.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
- Applied effective time management techniques to meet tight deadlines.
- Proven ability to learn quickly and adapt to new situations.
- Worked flexible hours across night, weekend and holiday shifts.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Developed strong organizational and communication skills through coursework and volunteer activities.
Technical Sales Executive
Iyogi Technical Services India Pvt Ltd
Gurugram
01.2014 - 03.2015
- Identify hardware/software problems and offer solutions for customer accounts as a Technical Sales/ Sales Executive.
- Daily contact with the end user is required and a focus on quick resolution of the problems will be needed.
- Ensure the efficient and effective classification and prioritization of request to ensure timely resolution.
- Developed and executed product market strategy to determine distribution, price and promotion efforts.
- Maintained routine communication with clients to assess overall satisfaction, resolve complaints, and promote new offerings.
- Maintained sales tracking reports to support operational enhancements and implement corrective actions.
- Contacted customers and prospects to generate new business to achieve company growth goals.
- Branded products through effective salesmanship and maintained long-term relationships with clients.
Technical Sales Executive
Iyogi technical services India Pvt ltd
Gurugram
10.2012 - 12.2013
- Identify hardware/software problems and offer solutions for customer accounts as a Technical Sales/ Sales Executive.
- Daily contact with the end user is required and a focus on quick resolution of the problems will be needed.
- Ensure the efficient and effective classification and prioritization of request to ensure timely resolution.
- Developed and executed product market strategy to determine distribution, price and promotion efforts.
- Maintained routine communication with clients to assess overall satisfaction, resolve complaints, and promote new offerings.
- Maintained sales tracking reports to support operational enhancements and implement corrective actions.
- Contacted customers and prospects to generate new business to achieve company growth goals.
- Branded products through effective salesmanship and maintained long-term relationships with clients.
Residential Expert
Encore Capital Group
Gurugram
05.2010 - 09.2012
- This was an Outbound Collections Process for US customers.
- I was a Floor Support, Mentor and Trainer for my Team.
- Proven ability to learn quickly and adapt to new situations.
- Provided professional services and support in a dynamic work environment.
- Excellent communication skills, both verbal and written.
- Always grab the opportunity of winning maximum incentives on a monthly basis.
- Worked closely with the customers in helping them resolve their debt on a timely basis.
- Had the highest RPC(Right Party Contact) success rate amongst the top collectors of the company.
- Helped team in achieving the monthly target before time and was rewarded multiple times.
Senior Customer Care Executive
HCL Technologies BPO Services Ltd
Noida
10.2007 - 04.2010
- This was a UK based process, and I worked for British Telecom throughout the tenure.
- Besides taking calls, I worked on Supervisory level and trained new joiners and was on Floor Support for my Team.
- Coordinated timely responses to online customer communication and researched complex issues.
- Evaluated interactions between associates and customers to assess personnel performance.
- Offered free products or services to pacify irate or unsatisfied customers.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Provided customers with updates and periodic statements on service developments and changes in trends.
- Took ownership of customers issues to follow problems through to resolution.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Resolved concerns with products or services to help with retention and drive sales.
- Trained new personnel regarding company operations, policies and services.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Responded proactively and positively to rapid change.
- Maintained up-to-date knowledge of product and service changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
Bachelors of Commerce - Commerce, Business Studies, Accounting
Kalinga University
Raipur, Chhattisgarh 07.2013 - 06.2016
Skills
Strategic planning
undefinedPlaying Table tennis and listening to music
I have participated in lots of Table Tennis Championships during my schooling days.
I love listening to all sort of music.
Timeline
Senior Manager, Customer Success
Knowlarity Communications(A Gupshup Subsidary)
08.2015 - Current
TCPS Analyst
American Express India Private Limited
03.2015 - 07.2015
Technical Sales Executive
Iyogi Technical Services India Pvt Ltd
01.2014 - 03.2015
Bachelors of Commerce - Commerce, Business Studies, Accounting
Kalinga University
07.2013 - 06.2016
Technical Sales Executive
Iyogi technical services India Pvt ltd
10.2012 - 12.2013
Residential Expert
Encore Capital Group
05.2010 - 09.2012
Senior Customer Care Executive
HCL Technologies BPO Services Ltd
10.2007 - 04.2010
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