Tinu Malhotra
Customer Success Manager
Noida
Summary
Customer Support Manager with over 13 years of experience in customer success, operations, training, and process improvement. Skilled in team leadership, client relationship management, and quality assurance. Adept at enhancing service delivery, resolving escalations, and driving customer satisfaction. Experienced with international clients, including onsite consulting in the UAE.
Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Overview
15
15
years of professional experience
Work History
Manager – Seller Excellence
Shiprocket
11.2021 - 10.2022
- Oversaw support operations ensuring high service quality.
- Audited support tickets for compliance and quality assurance.
- Developed and delivered customer service training programs.
- Analyzed feedback to identify areas for service improvement.
- Conducted refresher training sessions to improve advisor efficiency.
Lead Customer Success Manager
Provana India Pvt. Ltd.
06.2019 - 02.2021
- Managed support teams to ensure prompt issue resolution.
- Initiated strategies to improve customer satisfaction.
- Worked cross-functionally to solve complex client issues.
- Led training initiatives to enhance support quality.
- Strengthened client engagement and retention.
Customer Success Manager
BirchStreet Systems
05.2017 - 04.2019
- Main point of contact for multiple client accounts.
- Delivered technical solutions aligned with client goals.
- Led regular business reviews to track customer health.
- Identified and addressed service gaps.
- Handled escalations and reinforced client loyalty.
Deputy Manager – Training
TOLEXO Online Pvt. Ltd.
04.2015 - 03.2017
- Designed and implemented support training programs.
- Championed performance improvement initiatives.
Assistant Manager – Operations
Accor Advantage Plus
05.2013 - 08.2014
- Led leadership training programs to elevate team performance.
Lead CCP / Team Captain
American Express India Pvt. Ltd.
01.2008 - 05.2013
- Supervised support operations, ensuring excellent customer service.
Education
MBA -
IMT Ghaziabad
BCA - undefined
IGNOU University
Certificate - Software Engineering
NIIT
Skills
- Customer Support & Success Management
- Team Leadership & Coaching
- Process Improvement & Service Optimization
- Client Relationship Management
Customer service
Customer relationship management (CRM)
Achievements And Recognitions
- Reduced customer resolution times through service improvements.
- Designed successful training modules, increasing advisor efficiency.
- Recipient of the Lead Service Excellence Award – American Express.
- Recipient of the Best Resident Expert Award – American Express.
- Developed onboarding training modules at Accor and Tolexo Indiamart.
- Promoted to Customer Success Manager at BirchStreet.
- Initiated and did lead the Pilot CSM Process at Provana.
Education And Certifications
- MBA, IMT Ghaziabad
- BCA, IGNOU University
- Certificate in Software Engineering, NIIT
Training And Development Expertise
- Designed and led customer service training initiatives.
- Delivered onsite consulting and resolved operational issues.
- Developed frameworks for process excellence and service optimization.
Timeline
Manager – Seller Excellence
Shiprocket
11.2021 - 10.2022
Lead Customer Success Manager
Provana India Pvt. Ltd.
06.2019 - 02.2021
Customer Success Manager
BirchStreet Systems
05.2017 - 04.2019
Deputy Manager – Training
TOLEXO Online Pvt. Ltd.
04.2015 - 03.2017
Assistant Manager – Operations
Accor Advantage Plus
05.2013 - 08.2014
Lead CCP / Team Captain
American Express India Pvt. Ltd.
01.2008 - 05.2013
BCA - undefined
IGNOU University
Certificate - Software Engineering
NIIT
MBA -
IMT Ghaziabad
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