Tanvi Chandna
Sr. Client Success Advisor
Wz-195D, 3rd Floor, Virender Nagar, Janakpuri,DL
Summary
Highly skilled Client Success Advisor with 7+ years experience in managing a large number of customer accounts while maintaining a high level of customer satisfaction. Worked with a variety of customer communication platforms and created procedures for the team to adhere to, improving efficiency in handling customer queries. Skilled in rapidly adapting to new technologies and adapt in monitoring data, conducting root cause analysis and reporting to facilitate executive-level decision making.
Overview
14
14
years of professional experience
2
2
years of post-secondary education
2
2
Languages
Work History
Lead Solutions Specialist
Cvent India Pvt. Ltd
Gurgaon , HR
11.2017 - Current
- Managing portfolio of 230 accounts totaling $2M, helping them stay ahead of ever changing needs of Event Industry
- Managed customer onboarding and fostered customer relationships by communicating appropriate goals and expectations, delivering on positive outcomes, and acting as lead point of contact.
- Delivered engaging and polished presentations to highlight products and draw favorable competitor comparisons.
- Monitor and identify trends in Apps adoption and utilization and provide guidance to customers as part of Monthly/Quarterly review.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
Senior Business Analyst
American Express India PVT. LTD
Gurgaon , HR
12.2013 - 04.2017
- Analyzed key aspects of business to evaluate factors driving results and summarized into presentations.
- Worked with team leads and managing leadership, establishing robust talent pool with focus on people and continuous improvement.
- Collaborated with internal business partners to migrate processes.
- Assessed impact of current business processes on users and stakeholders
- Utilized problem-solving skills to analyze and resolve issues that effected business operations and goal achievement.
- Researched and resolved issues regarding integrity of data flow into databases.
- Conducting training for New hires and certifying them for specified skill set profile.
- Recommended operational improvements based on tracking and analysis.
- Monitoring calls for process to make sure that quality of calls and process rules are always followed
Sr. Expert Resolution Support And, Acting Team Leader
Xcel Serv Solutions Pvt. Ltd
Gurgaon , HR
07.2012 - 12.2013
- Developing long-term relationships with clients through managing and interpreting their requirements.
- Meeting Regular Sales targets and coordinating team members. Also, handling escalation and refund calls
- Helped team members develop skills and improve performance to maximize service and productivity
- Monitored calls and proposed improvement plans for struggling representatives
- Assisted management with keeping team working efficiently
- Documented all customer inquiries and comments thoroughly and quickly
- Completed all points of sale opening and closing procedures, including counting contents of cash register
- Reached out to customers after completing sales to suggest additional service or product purchases and inquire about needs or concerns
Sr. Medical Record Retrieval Agent
MediConnect (Globerian) / E4E
Noida , UttarPradesh
08.2009 - 09.2010
- Organized, planned and directed medical records movements per established policies
- Follow instructions instructed by Hospitals, Providers and Attorney
- Achieving client laid parameters within time bound period
- Be professional and maintain brand name
- Utilized customer feedback to recommend corrective action to executive leadership
- Created files, reports and records while maintaining confidentiality
- Coordinated between billing department and customers to resolve problems
Education
MBA - Human Resource Management
Hisar University
Hisar, HR 05.2009 - 07.2011
Skills
Client Success
undefinedWebsites
Additional Information
- Awarded as the "New Comer of the Year" in Cvent for performing exceptionally well in the first year
- Received an early promotion in Cvent
- Is trained on Registration platform, 3 different Mobile Apps and On-site Solutions
- Participated and provided mentoring to new hires.
- Researched and developed program to achieve specific objectives to migrate processes from UK to India in AmericanExpress
- Coordinated with Governance team to set up Quality process for the newly migrated business
- Identified process improvement and shared with internal stakeholders
Timeline
Lead Solutions Specialist
Cvent India Pvt. Ltd
11.2017 - Current
Senior Business Analyst
American Express India PVT. LTD
12.2013 - 04.2017
Sr. Expert Resolution Support And, Acting Team Leader
Xcel Serv Solutions Pvt. Ltd
07.2012 - 12.2013
Sr. Medical Record Retrieval Agent
MediConnect (Globerian) / E4E
08.2009 - 09.2010
MBA - Human Resource Management
Hisar University
05.2009 - 07.2011
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