VANSHIKA MATHUR
Ghaziabad
Summary
Customer Success Manager with over 4 years of experience in customer experience management and client retention, expert in operational excellence and customer engagement strategies. My key achievements include improving client retention rates by 25% through personalized engagement methods and resolving 85% of customer complaints, which enhanced customer satisfaction ratings by 25%. Seeking a Customer Success Manager position at Genpact, where I can leverage my customer experience and retention skills to support your mission of delivering exceptional customer service and maintaining high levels of client satisfaction.
Versatile Customer Support Manager highly effective at conflict resolution and persuasive communication. Knowledgeable about quality assurance and training to support and set up teams for success. Hardworking and reliable with excellent attention to detail to manage processes and timelines to accomplish tasks.
Overview
6
6
years of professional experience
Work History
Customer Experience Manager
Adani Digital Labs
09.2021 - Current
- Team Leadership & Supervision: Lead, motivated & mentored the Customer Success team to deliver exceptional service to our customers.
- Performance Management: Set clear performance goals for the team and tracked KPIs such as retention rates, Net Promoter Score (NPS), and customer satisfaction score (CSAT).
- Training & Development: Planned & conducted regular training sessions, workshops, and upskilling initiatives to ensure team members remain knowledgeable and effective.
- Process Compliance: Ensure adherence to customer success best practices & internal protocols across all interactions.
- SOP Creation & Implementation: Develop & implement new Standard Operating Procedures (SOPs) to enhance customer support operations and ensure consistency in service delivery.
- Product Roadmap Development: Collaborated with business & product teams, strategic planning & product development.
- Market Analysis: Developed & prioritized product features like Free Cancellation, Trip Assurance on Trainman based on market analysis, customer feedbacks & business objectives.
Sales Officer
Decorus Technologies Pvt. Ltd
05.2020 - 08.2021
- Lead Generation & Prospecting: Established & maintained strong relationships with the both existing & potential clients to foster long-term partnerships.
- Sales Negotiation: Presented products & services to potential clients, demonstrating their value, and negotiating deals to close sales.
- Customer Relationship Management: Providing after sales support, addressing customer inquiries, and ensuring customer satisfaction.
Customer Service Officer
ISON Xperiences Pvt. Ltd
05.2019 - 05.2020
- Improved client retention by {15%} through efficient refund management using Amadeus and Galileo systems.
- Resolved {85%} of customer complaints, improving customer satisfaction ratings by {25%} with MakeMyTrip and Goibibo.
- Engaged with airline representatives to assess the status of ticket refunds, demonstrating strong communication and relationship-building skill.
Education
MBA -
IMT
Ghaziabad12.2025
B.Com -
Delhi University
09.2021
Intermediate -
St. Paul's Academy
03.2018
High School -
St. Paul's Academy
03.2016
Skills
- Amadeus
- Galileo
- Gupshup
- SuperReceptionist
- Zendesk
- Salesforce
- Microsoft Dynamics 365
- Customer experience
- Data analysis
- Team leadership
- Customer relationship management
- Employee training
- Process improvement
- Data analytics
- Engagement strategy development
- Procedure writing
- Cross-functional collaboration
- Customer segmentation
- Customer feedback management
- Voice of customer analysis
- Training programs
- Critical thinking
- Event coordination
- Microsoft sharepoint
- Teamwork
Accomplishments
- Retention Rates Increase, Increased customer retention by 25% through effective relationship management and personalized engagement strategies.
- Complaint Resolution Success, Resolved 85% of customer complaints, showcasing strong problem-solving skills and enhancing satisfaction ratings by 25%.
- Operational Cost Reduction, Achieved 15% reduction in operational expenses, demonstrating effective problem-solving and strategic cost-saving initiatives.
Languages
- English
- Hindi
Timeline
Customer Experience Manager
Adani Digital Labs
09.2021 - Current
Sales Officer
Decorus Technologies Pvt. Ltd
05.2020 - 08.2021
Customer Service Officer
ISON Xperiences Pvt. Ltd
05.2019 - 05.2020
MBA -
IMT
B.Com -
Delhi University
Intermediate -
St. Paul's Academy
High School -
St. Paul's Academy