Veronica Rana
Client Success Manager
New Delhi
Summary
Experienced professional with 11+ years of expertise in quality analysis and client servicing, specializing in financial services and SaaS-based tech industries. Proven track record of managing high-value accounts, including ARA accounts, with zero escalations and a 96% retention rate. Recognized for driving account growth through strategic adoption strategies. Skilled in leading impactful product demos and utilizing success tools like Gainsight and Salesforce. Exceptional communicator with strong analytical skills and unwavering attention to detail.
Overview
13
13
years of professional experience
30
30
years of post-secondary education
2
2
Certifications
Work History
Onboarding Specialist - Client Services
Cvent
05.2021 - Current
- Assigned 15 to 20 new onboarding accounts each month, taking full ownership of their success
- Employ a proactive and consultative approach to ensure smooth and effective onboarding experiences
- Drive product adoption and engagement to maximize client satisfaction and ROI
- Conduct comprehensive customer success reviews, showcasing tangible outcomes and ROIs achieved
- Identify and capitalize on cross-selling and upselling opportunities to drive revenue growth
- Mitigate churn by proactively identifying at-risk accounts and implementing strategic measures
- Collaborate seamlessly with internal teams, including sales, product, and onsite, to deliver exceptional customer experiences
- Provide invaluable customer insights to the product team, contributing to continuous innovation and improvement
Lead Complaint Analyst
American Express India Pvt. Ltd.
04.2012 - 05.2021
- Execute GRIT (Global Regulatory Information Tracking) Quality and Program Monitoring processes
- Ensure proper coding of US Complaints and Servicing Issues to meet US Complaint Program and Policy requirements
- Recommend ideas for process improvement, best practice sharing, or value addition
- Manage high volumes of work efficiently and accurately within pre-defined timelines
Auxiliary Trainer
American Express
01.2019 - 03.2019
- Deliver Pre-Process and New-hire Training Programs to new hires
- Conduct training needs analysis and prepare training tools and questionnaires according to requirements
- Observe, measure, coach, and monitor learners' performance
- Support on-the-job training (OJT) by coaching and monitoring learners as needed
- Prepare reports, assessment sheets, and maintain data
Complaint Capture Analyst
American Express India Pvt. Ltd.
07.2017 - 03.2019
- Review, analyze, and resolve customer complaints and servicing issues promptly
- Ensure accurate coding of complaints and issues for regulatory reporting compliance
- Identify and escalate trends and defects with potential legal or regulatory risks
- Provide performance coaching and feedback to Team Leaders and Customer Care Professionals
- Deliver comprehensive training programs for new hires as an Auxiliary Trainer
- Conduct training needs analysis and develop effective training tools
- Observe, measure, and coach learners for optimal training outcomes
- Support on-the-job training by providing guidance and monitoring progress
- Prepare reports and maintain data for tracking and analysis purposes
Supervisor Customer Services
RCCT
09.2015 - 07.2017
- Handle inbound escalation and assist calls from corporate/personal card members
- Provide technical support to card members as a supervisor on DAET calls
- Prepare reports, and assessment sheets, and maintain data for tracking and analysis purposes
Master Customer Care Executive
LMS (Corporate TSC)
04.2012 - 12.2014
- Handle inbound calls from corporate Amex card members
- Resolve queries related to payments, disputes, online (MYCA), and card feature and functionality
- Reconcile the account with Program administrators and corporate card members in an efficient and timely manner
Education
Bachelor of Arts - Arts
Himalayan University
05.2001 - 01.2016
High School Diploma -
St. Anthony Secondary School
New Delhi India 01.1993 - 01.2008
Skills
- Performance Tracking
- Client Onboarding
- Retention management
- Problem-solving aptitude
- Conflict Resolution
- Analytical and Critical Thinking
- Time Management
- Task Prioritization
- Training and mentoring
- Teamwork and Collaboration
- Effective Communication
- Analytical Thinking
Certification
Digital Marketing
Timeline
Onboarding Specialist - Client Services
Cvent
05.2021 - Current
Auxiliary Trainer
American Express
01.2019 - 03.2019
Complaint Capture Analyst
American Express India Pvt. Ltd.
07.2017 - 03.2019
Supervisor Customer Services
RCCT
09.2015 - 07.2017
Lead Complaint Analyst
American Express India Pvt. Ltd.
04.2012 - 05.2021
Master Customer Care Executive
LMS (Corporate TSC)
04.2012 - 12.2014
Bachelor of Arts - Arts
Himalayan University
05.2001 - 01.2016
High School Diploma -
St. Anthony Secondary School
01.1993 - 01.2008
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