Theertha MM
Summary
Responsible Customer Success Lead, passionate about delivering outstanding quality and service. Excellent time management skills with superior knowledge of HRMS practices. Multilingual, offering 7.6 years of experience in the industry with a history of recognition for performance.
Overview
7
7
years of professional experience
Work History
Technical Lead | Onboarding
Keka Technologies Pvt. Ltd.
01.2024 - Current
- Delivery & Deployment: Includes, Customer Experience, Customer Adoption, On-time delivery, Quality & accuracy of delivery, and Benefits delivered & articulated.
- Customer Escalation Management.
- Innovation & Improvement, Integration & Automation, and Knowledge Management for the smooth Onboarding experience.
Team Lead - Customer Success
Keka Technologies Pvt. Ltd.
11.2022 - 12.2023
- Managed and mentored a team of 12 to deliver exceptional service.
- Escalations Handling, Reducing churn, Reports preparation, Accounts health check
- Trained and Managed teams in operational improvements by increasing overall productivity. Resolved complex customer enquiries, disputes and complaints.
- Managed enterprise customers' operations efficiently and effectively, verifying customers received exceptional service.
SME | Subject Matter Expert
Keka Technologies Pvt. Ltd.
05.2022 - 10.2022
- Trained and mentored teammates to increase team productivity as a DLM.
- Preparing monthly reports. On-site visits QBR.
- Suggesting best industry practices for clients as a consultant to scale up their company policies.
Senior Product Specialist | CSM
Keka Technologies Pvt. Ltd.
08.2021 - 04.2022
- Guiding customers with product usage. Retention and negotiation. Driving upsells & referrals.
- Conducting Quarterly Business Reviews. Providing refresher trainings for internal team.
- Reducing churn. Determine customer needs and collaborating with cross team on the requirements. Providing module-wise training.
Product Specialist | Onboarding
Keka Technologies Pvt. Ltd.
01.2020 - 07.2021
- Proficiently onboarded over 84 organizations.
- Overseeing deployment of company's HR system and implementing those policies in the system such as Core HR, Payroll, Leave Attendance, Org Documents, PMS, Timesheet, and ATS.
- Likely responsible for training employees on usage. Maintain up-to-date and accurate company information.
- Suggesting workarounds to configure their policies & streamline the process.
Senior Associate - Client Delivery
Ceridian Dayforce Pvt. Ltd. (Excelity Global)
10.2018 - 01.2020
- Took over 17,500 headcount with 3 entities.
- Payroll reconciliation of gross income & compliance. Bank file generation.
- Generating payroll reports & comprehending uploads & downloads of the data to update the necessary changes.
Associate - Client Delivery
Ceridian Dayforce Pvt. Ltd. (Excelity Global)
12.2016 - 10.2018
- Payroll Outsourcing - Managed to work on payroll end-to-end process.
- Quarterly e-tds filing, and Form 16 activities.
Education
BBA - Finance
Maharani Women's College
Bengaluru, India08.2016
Pre-University College - Commerce (SEBA)
SJR Women's College
Bengaluru, India03.2013
SSLC | 10th Std - English
St. Lawrence High School
Bengaluru, India03.2011
Skills
- Leadership
- Stakeholder Management
- Team Handling & Motivating
- Retention & Negotiation
- Training and Development
- Time Management
- Resource Allocation
- Customer handling
- Excellent Communication & Solution-focused
- Hands on experience on the tools like: HubSpot, Freshworks, Jira, Intercom & Rocketlane
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Kannada
Bilingual or Proficient (C2)
Telugu
Advanced (C1)
Tamil
Upper intermediate (B2)
Accomplishments
- Received 5 Quarterly R&R Awards in the tenure.
- Core Trainer for New Joiners - Process & Product Knowledge Transfer.
- Received Ninja Award as the best performer.
- Consistent top performer along with TAT & Accuracy.
- Being a rookie, processed error-free payroll for a larger headcount (17,500) successfully.
KEKA HR:
Excelity Global:
Timeline
Technical Lead | Onboarding
Keka Technologies Pvt. Ltd.
01.2024 - Current
Team Lead - Customer Success
Keka Technologies Pvt. Ltd.
11.2022 - 12.2023
SME | Subject Matter Expert
Keka Technologies Pvt. Ltd.
05.2022 - 10.2022
Senior Product Specialist | CSM
Keka Technologies Pvt. Ltd.
08.2021 - 04.2022
Product Specialist | Onboarding
Keka Technologies Pvt. Ltd.
01.2020 - 07.2021
Senior Associate - Client Delivery
Ceridian Dayforce Pvt. Ltd. (Excelity Global)
10.2018 - 01.2020
Associate - Client Delivery
Ceridian Dayforce Pvt. Ltd. (Excelity Global)
12.2016 - 10.2018
BBA - Finance
Maharani Women's College
Pre-University College - Commerce (SEBA)
SJR Women's College
SSLC | 10th Std - English
St. Lawrence High School
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