Uddesh Gupta

Responsible for service renewal, upsell, improving customer satisfaction survey, end to end account management, CS team management, user data analysis and CS project management.

• Collaborated with team members to achieve target results.
• Led projects and analyzed data to identify opportunities for improvement.
• Learned new skills and applied to daily tasks to improve efficiency and productivity.

Key account manager for SMB and Enterprise accounts from North & South America. Responsible for Client Servicing, On boarding, Upsell, Billing, Team Management and User Data Analysis. Assisted project management teams for different projects and deliverable. Regular data analysis to come up with new strategies to ensure profitability for internal and external customers.

As a master analyst for Card Member experience, accumulated immense understanding of Canada and India market to influence current process and better align it to improve team performance. Initiated development of framework and collaborated with team of 8 for customer support initiative to improve sharing of institutional knowledge, improving efficiency of first contact resolution and eliminating 80% of all escalations.

Responsible for Amazon US (retail) customers support. Also, as a team lead, managed a team of 30 members and took part in many initiatives to improve customer experience. .