Vanshika Bhalla
Delhi
Summary
Customer Success Professional with 8 years of experience driving client satisfaction and retention. Expertise in onboarding, relationship management, and proactive support to help clients meet their goals. Skilled in B2B and B2C interactions, with 2 years in startup environments, offering flexibility and a solutions-driven approach. Passionate about fostering long-term partnerships, identifying growth opportunities, and optimizing processes to maximize client value and loyalty.
Overview
11
11
years of professional experience
Work History
Freelancer - Customer Success Manager
Wordprobe Linguistics
Chandigarh
06.2023 - Current
- Sourced, evaluated, and onboarded skilled translators, transcribers, and editors, ensuring they met quality and proficiency standards for diverse client needs.
- Created and managed a vendor database with contact details, specializations, feedback records, and pricing information.
- Developed workflow sheets to streamline processes, tracked client feedback to enhance satisfaction, and negotiated terms to ensure successful, long-term partnerships.
- Managed client onboarding processes, ensuring clear communication of timelines and deliverables for translation projects.
- Led a cross-functional team of translators, editors, and proofreaders to ensure high-quality, accurate translations within established timelines.
- Handled invoicing, and ensured timely payment collection.
Freelancer - Customer Success Manager
Pro Media Solution
Delhi
02.2024 - 03.2024
- Led the onboarding process for new clients, ensuring they understood agency services, processes, and expected outcomes, resulting in smooth transitions and satisfied clients.
- Built and maintained strong, long-term client relationships by providing exceptional customer service and consistent communication, leading to high retention rates.
- Coordinated with internal teams (designers, marketers, content creators) to ensure the timely and successful delivery of campaigns and projects, meeting client expectations.
- Collaborated closely with clients to understand their business objectives, advising on and developing tailored digital marketing strategies to achieve their goals.
- Trained and mentored new executives, empowering them to effectively manage and support the customer base while maintaining high levels of client satisfaction and service consistency.
Senior Associate - Customer Success
LQ Global Services Pvt. Ltd. (Legitquest)
Delhi
01.2023 - 05.2023
- Built and maintained relationships with corporate clients, overseeing a portfolio of 1,100 judges from the Punjab & Haryana High Court, offering comprehensive support and training.
- Served as the main contact for judges, resolving queries through WhatsApp, calls, emails, and chat, while collaborating with the R&D team for specialized research requests.
- Worked closely with the CEO and COO to ensure alignment of strategies and effective cross-departmental communication.
- Managed account activations and invoicing for legal research products, including LegitEye, a platform delivering legal news and updates via WhatsApp.
- Led the Legal Powerlist initiative, engaging legal professionals and overseeing invoicing processes for the event.
- Facilitated internal training sessions to ensure team proficiency in product features and service delivery consistency.
Associate - Customer Success
LQ Global Services Pvt. Ltd. (Legitquest)
Delhi
06.2021 - 12.2022
- Streamlined client onboarding and renewal processes, capitalizing on upselling opportunities to increase revenue.
- Identified and capitalized on upselling opportunities for additional legal services (e.g., translation, typing, drafting) to existing clients, for deepen client relationships and drive service adoption.
- Contributed to lead generation efforts and supported sales with insights to refine marketing materials and strategies.
- Regularly checked in with clients, addressing concerns across multiple channels to maintain high satisfaction levels.
- Gathered and analyzed client and vendor feedback to inform product improvements and enhance retention.
- Efficiently logged customer interactions in CRM, ensuring timely follow-up and accurate tracking of requests and solutions.
- Managed the full account lifecycle, from invoicing to renewals, ensuring seamless service.
Executive - Customer Service
Idea Cellular Ltd.
Delhi
01.2014 - 02.2020
- • Provided exceptional customer service, addressing issues swiftly, and enhancing satisfaction.
- Consistently met and exceeded sales targets across multiple product categories (Voice, Postpaid, Prepaid, Data).
- Promoted new products and effectively upsold services, boosting overall revenue.
- Resolved billing discrepancies and managed collections, ensuring timely payments, and strong customer retention.
- Monitored and maintained acquisition quality, ensuring high standards in customer onboarding.
- Collaborated with team members to resolve complex customer concerns, and improve overall service quality.
- Proactively engaged with customers to ensure their satisfaction and build lasting relationships.
- Gathered customer feedback and implemented improvements to enhance service delivery and exceed satisfaction goals.
- Took ownership of tasks, contributing to store performance and achieving business objectives.
Education
Bachelor of Arts -
University of Delhi
Delhi01-2015
Skills
- Customer Support
- Product and service knowledge
- Sales and Business Development
- Client Onboarding and Training
- Customer Relationship Management
- Cross-functional Collaboration
- Problem Solving and Conflict Resolution
- CRM software (eg, Crystal, Freshworks)
- Customer retention
- Records management
Languages
- English
- Hindi
Timeline
Freelancer - Customer Success Manager
Pro Media Solution
02.2024 - 03.2024
Freelancer - Customer Success Manager
Wordprobe Linguistics
06.2023 - Current
Senior Associate - Customer Success
LQ Global Services Pvt. Ltd. (Legitquest)
01.2023 - 05.2023
Associate - Customer Success
LQ Global Services Pvt. Ltd. (Legitquest)
06.2021 - 12.2022
Executive - Customer Service
Idea Cellular Ltd.
01.2014 - 02.2020
Bachelor of Arts -
University of Delhi
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