Tanvi
Sr. Associate Customer Retentions
Noida
Summary
Dynamic customer retention specialist with a proven track record at Adobe Systems, achieving a 40% retention rate through personalized solutions. Skilled in training and mentoring teams, I excel in enhancing customer satisfaction and implementing effective strategies. My strong communication abilities and problem-solving skills drive results in high-pressure environments.
Overview
12
12
years of professional experience
3
3
years of post-secondary education
2
2
Languages
Work History
Sr. Associate Customer Retentions
Adobe Systems India Pvt. Ltd.
03.2020 - Current
- Trained and supported new team members, maintaining culture of collaboration.
- Handled critical escalations from customers and resolved them successfully by turning around the customer experience.
- Mentored junior associates, fostering professional growth and helping them reach their full potential.
- Enhanced customer retention by using assertiveness and confidence to address cancellation requests, educating customers on retention offers, and achieving a 40% rate in retaining customers through personalized solutions.
- Transformed dissatisfied customers into satisfied ones by leveraging effective problem-solving techniques and questioning methods, ultimately maintaining a satisfaction rate of 92% and reducing cancellation rates.
- Identified 5 new business practices that could be introduced or suggested modifications to existing practices that could reduce the risk of customer cancellation.
Associate Customer Retentions
Adobe Systems India Pvt. Ltd.
07.2016 - 02.2020
- Maintained a retention rate of 44% over-achieving by 3-4% on average.
- Achieved a 90%+ CSAT on average.
- Resolved customer issues at the first point of contact, improving satisfaction and minimizing follow-up tasks.
- Documented customer outcomes to add to our knowledge of reasons why customers choose to cancel their services with us.
- Self-motivated, with a strong sense of personal responsibility.
- Learned and adapted quickly to new technology and software applications.
- Excellent communication skills, both verbal and written.
- Skilled at working independently and collaboratively in a team environment.
Value Banker
ICICI Bank
08.2013 - 03.2016
- Delivered outstanding customer service and secured Pan India No. 1 by offering personalized banking solutions based on individual financial needs.
- Boosted business growth by increasing wallet share of existing clients and acquiring new customers.
- Collaborated with internal teams to provide 360-degree banking products that best suited customer requirements.
- Enhanced portfolio quality by focusing on a fair and balanced approach, benefiting both customers and the bank.
- Ensured branch operations ran smoothly, maintaining necessary infrastructure and adhering to guidelines.
- Promoted fairness by offering products that aligned with both customer and bank interests.
Education
Bachelor of Arts - Political Science (Hons.)
Indraprastha College For Women, Delhi University
New Delhi, India 05.2009 - 06.2012
Skills
Customer Retention Strategies
Training and mentoring
Banking Operations
Customer Satisfaction
Team supervision
Hobbies
Travelling, Cooking
Timeline
Sr. Associate Customer Retentions
Adobe Systems India Pvt. Ltd.
03.2020 - Current
Associate Customer Retentions
Adobe Systems India Pvt. Ltd.
07.2016 - 02.2020
Value Banker
ICICI Bank
08.2013 - 03.2016
Bachelor of Arts - Political Science (Hons.)
Indraprastha College For Women, Delhi University
05.2009 - 06.2012
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