Overview
Work History
Education
Skills
Websites
Languages
Timeline
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Open To Work

Surinder Kaur Gulati

Delhi

Overview

12
12
years of professional experience

Work History

Account Manager

Hotelogix
Noida
05.2024 - 11.2024
  • Owned a portfolio of 60+ global hospitality clients, delivering 94%+ customer retention through high-touch support and consultative upselling.
  • Resolved 95% of billing escalations within SLA, ensuring seamless customer experience and reducing churn by 18%.
  • Partnered cross-functionally with product and engineering teams to relay customer feedback and improve UI, resulting in a 22% reduction in support tickets.
  • Conducted monthly account reviews and data-driven performance analysis to identify optimization areas, increasing client satisfaction scores by 27%.
  • Executed onboarding and training programs for clients, reducing go-live time by 30%.

Deputy Manager – Customer Success & Support

Aimlay Pvt Ltd
New Delhi
12.2022 - 04.2023
  • Led a customer support team that handled over 70 B2C clients, achieving a 92% satisfaction score in post-implementation surveys.
  • Developed scalable support documentation and knowledge base, reducing repetitive queries by 40%.
  • Analyzed support trends and flagged key product improvement areas, leading to two feature rollouts that improved engagement by 19%.
  • Drove success metrics and implemented proactive check-ins, boosting NPS from 55 to 72.
  • Prepared monthly progress reports detailing achievements against set targets.
  • Monitored daily operations and ensured compliance with company policies and regulations.

Customer Success Specialist

enParadigm
Bangalore
01.2020 - 07.2021
  • Managed success journeys for enterprise accounts, contributing to a 90% program renewal rate.
  • Used CRM data and user behavior insights to customize engagement plans, increasing product usage by 37%.
  • Worked closely with cross-functional teams to address pain points and improved service resolution time by 28%.
  • Built and executed success playbooks based on customer segmentation, leading to a 3X increase in upsell opportunities.
  • Handled issue escalations end-to-end, improving time-to-resolution by 25% through effective stakeholder management.

Process Associate – Customer Operations

Tata Consultancy Services
Kolkata
01.2019 - 12.2019
  • Supported technical issue resolution for UK (United Kingdom) clients across digital platforms, maintaining 99.5% compliance with SLAs.
  • Documented recurring pain points and collaborated with product teams to suggest UX improvements, resulting in 12% drop in support cases.
  • Facilitated smooth hand-offs between internal teams and ensured accurate tracking of case statuses using CRM tools.
  • Conducted quality audits on customer interactions, driving a 15% improvement in first-call resolution (FCR) rates.
  • Maintained accurate records of all transactions related to processes in accordance with company guidelines.

Customer Service Representative

Vodafone Mobile Services
Kolkata
05.2013 - 01.2019
  • Delivered frontline customer support for 80+ daily inbound queries, achieving CSAT scores consistently above 90%.
  • Resolved billing, activation, and service-related issues with a 98% first-contact resolution rate.
  • Identified common customer complaints and relayed actionable feedback to product and policy teams.
  • Trained 5+ new hires on CRM systems and call handling protocols, improving onboarding efficiency by 25%.
  • Contributed to process enhancements that led to 20% fewer repeat contacts over a six-month period.

Education

Bachelor of Arts - Communicative English

University of Calcutta
Kolkata
03-2013

Skills

  • Customer Experience Ownership
  • Cross-Functional Collaboration
  • Client onboarding
  • Scaled Support Strategy
  • Escalation Management
  • Process Improvement
  • CRM & Data Analysis
  • Product Feedback Loop
  • Customer Journey Mapping
  • Client Portfolio Management

Websites

Languages

  • English
  • Hindi
  • Punjabi
  • Bengali

Timeline

Account Manager

Hotelogix
05.2024 - 11.2024

Deputy Manager – Customer Success & Support

Aimlay Pvt Ltd
12.2022 - 04.2023

Customer Success Specialist

enParadigm
01.2020 - 07.2021

Process Associate – Customer Operations

Tata Consultancy Services
01.2019 - 12.2019

Customer Service Representative

Vodafone Mobile Services
05.2013 - 01.2019

Bachelor of Arts - Communicative English

University of Calcutta

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Surinder Kaur Gulati