UMA ARORA
Delhi
Summary
Experienced in client services, account management, and sales development. Proven ability to build and maintain strong customer relationships, identify growth opportunities, and drive product adoption. Skilled in managing large customer portfolios through both inbound and outbound channels. Passionate about technology, specifically databases, and committed to continuous learning. Proficient in organizing and leading customer meetings, identifying risks, mitigating churn, and ensuring long-term client satisfaction.
Overview
9
9
years of professional experience
Work History
Account Manager
American Express
Gurugram
06.2022 - Current
- Strategic Account Management: Managed a portfolio of high-value clients, leveraging both inbound and outbound strategies to foster engagement, understand customer needs, and proactively address challenges.
- Customer-Centric Success Planning: Conducted detailed customer consultations to validate needs, define key success criteria, and align solutions with their strategic goals, ensuring measurable outcomes.
- Retention & Churn Prevention: Monitored customer health metrics, implemented personalized support strategies, and provided proactive interventions to mitigate churn risks, and enhance retention rates.
- Cross-Functional Collaboration: Partnered with internal teams, including product, operations, and support, to deliver tailored solutions and address complex customer challenges effectively.
- Insight-Driven Engagement: Utilized data analytics to identify patterns, predict customer behavior, and deliver insights that informed decision-making, and improved customer satisfaction.
Senior Account Protection Specialist
American Express
Gurugram
03.2021 - 05.2022
- Conducted meticulous fraud analysis on applications, rendering decisive approvals or rejections based on comprehensive, systematic evaluation.
- Served as a strategic consultant to internal stakeholders, fostering robust business solutions and project development with sustained relationship management.
- Expertly navigated multiple online platforms, ensuring precise documentation and implementation of top-tier identity theft mitigation strategies.
Product Consultant
Cvent
Gurugram
03.2020 - 05.2020
- Exhibited robust project management acumen and excelled in product integration and delivery.
- Leveraged strategic thinking and analytical prowess to innovate and tailor events to client specifications.
- Established a track record of effective communication and collaboration with diverse stakeholder groups.
- Managed a portfolio of high-value clients, ensuring that their needs were met through regular communication, product updates, and personalized service.
Process Associate
Capegemeni
Delhi
08.2018 - 02.2020
- Seamlessly adapted to evolving process updates and guidelines, driving innovative solutions within the team.
- Served as a pivotal Point of Contact (POC) for clients, adeptly addressing and resolving issues to ensure client satisfaction
- Instrumental in project triumph through diligent execution of orders and meticulous account audits.
- Fostered team growth by effectively training new members and facilitating seamless knowledge transfer.
- Consistently delivered detailed reports to partners and stakeholders, adhering to weekly, bi-weekly, and monthly Service Level Agreements (SLAs)
- Vigilantly performed data quality checks, championing process accuracy and pioneering efficiency enhancements to reduce errors.
Consultant
NCR EDUSERVICES PVT. LTD.
Noida
03.2016 - 07.2018
- Reviewed existing policies and procedures to suggest necessary improvements.
- Evaluated existing systems and processes against industry best practices to enhance efficiency.
Education
Bachelor of Commerce - Commerce And Accounts
DELHI UNIVERSITY
New Delhi05-2014
Skills
- Advanced Excel
- Customer Success & Account Management
- Project Management & Organization
- Customer Relationship Management (CRM)
Languages
Hindi
First Language
English
Proficient (C2)
C2
Timeline
Account Manager
American Express
06.2022 - Current
Senior Account Protection Specialist
American Express
03.2021 - 05.2022
Product Consultant
Cvent
03.2020 - 05.2020
Process Associate
Capegemeni
08.2018 - 02.2020
Consultant
NCR EDUSERVICES PVT. LTD.
03.2016 - 07.2018
Bachelor of Commerce - Commerce And Accounts
DELHI UNIVERSITY
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