Vishal M
Senior Associate - Customer Experience
Chennai,Tamil Nadu
Summary
A highly competent IT professional who worked in Client servicing and Technical support for 6+ years. Always did/do my best at what I do. Resolving queries as well as excellent interpersonal skills, enabling me to interact with a wide range of clients and team management operations of people excites me more each day. My goal is to learn something new every day to benefit myself, my organizations, and my teams....
Overview
7
7
years of professional experience
Work History
Senior Associate - Customer Experience
Skill-Lync
Chennai, Tamil Nadu
10.2022 - Current
- Responsible for center operations
- Handling customer retention
- Supporting students with regard to day-to-day queries and providing quick resolutions
- Managing client onboarding processes, ensuring their expectations and goals were fully met
- Developed new customer training sessions, and conducted webinars and workshops for new clients
- Ensured all-time customer experience by communication and maintaining professional relationships
- Coordinating and facilitating cross-functional teams & Stakeholders for new projects and enabling them to deliver the product
- Helping with new online projects generating & implementing new ideas and setting guidelines SOP's for online projects, maintaining senior management reports, and providing data for new projects
- Successfully improved multiple core KPI's such as taking CSAT/NPS from 51% to 90%
- Known: MRR, ARR, CLV, CAC, Churn Rate.
- Worked varied hours to meet seasonal and business needs.
- Spoke to customers in native language to increase loyalty and establish relationships.
- Improved customer satisfaction by quickly and effectively addressing inquiries and complaints.
- Approached each problem with fresh mind and analytical strategies to quickly resolve concerns.
Senior Client Relationship Associate
Vitasoft Technologies
Chennai, Tamil Nadu
05.2022 - 09.2022
- Demonstrated leadership skills in managing projects from concept to completion.
- Building and maintaining business real relationships with clients by providing prompt and accurate service so as to promote customer loyalty and providing quality customer service and mentoring new employees involving many tasks.
Client Relationship Associate
Vitasoft Technologies
Chennai, Tamil Nadu
04.2021 - 05.2022
- Coordinated with all levels of my company,hospital and medical staff, includingdoctors, specialists, and nurses, to ensure healthcare needs were being addressed
- Assisted in reviewing and monitoring hospital budget, including analysis of medical expenditures and cost overruns
- Kept medical team and hospital staff abreast of latest governmental, agency, and healthcare association mandates and policies
- Organized and maintained patient healthcare record system, including medical billing and visit accounting
- Administered the electronic healthcare record system, ensuring all clients and users were able to access necessary documents and records without trouble
- Monitored medical system billing structure and configurations to maintain accurate coding of insurance claims
- Evaluated and reviewed group and individual medical case records against federal, institutional, and healthcare quality assurance criteria
- Automated previously manual, time-consuming processes to drive gains in data tracking/accuracy, workgroup efficiency and profitability
- Transformed processes/toolsets of geographically dispersed medical units into a cohesive, standardized set of solutions that elevated efficiency and accuracy hospital-wide
- Maintained professional and productive relationships with clients
- Prepared detailed budget reports and financial statements for various clients.Ensured accuracy of monthly and quarterly reports
- Set up monthly meetings with clients and answered client inquiries
- Handled client complaints and sought timely resolutions
- Addressed technical issues and coordinated with IT team to seek resolutions
- Prepared financial forecasts and quarterly reports
- Developed detailed client profiles
- Monitored client accounts and identified possible issues.
Senior Customer Relationship Coordinator
Hathway Cable & Datacom Ltd
Chennai, Tamil Nadu
01.2020 - 04.2021
- Provide executive support to clients and resolved their problems via e-mail, phone calls and other media
- Solve issues related to network and account access verifications
- Provide expert level assistance and support for conversions
- Maintaining up-to-date records of customer details (customer meeting notes) and recording development activity
- Supervise on-the-floor training programs and direct ongoing improvements
- Provide regular customer feedback to Sourcing Teams, with the aim to inform decision making on performance
- Co-ordinate provision of management information data to track performance against the service level agreement for management
- Communicate improvement initiatives, expected impact/benefits and timeframes with customers, to ensure pro-active
- Utilize internal communication processes and channels to improve the flow of information and effectiveness of work basis
- Manage creation of and development of SOP on a regular basis, ensuring that it is up to date while identifying areas for improvement and proposing solutions
- Provide support/assistance to other team members
- Keep tracking of cost changes and provide justification to customer
- To provide the day-to-day report and operations to the Manager
- Handling escalations of walk-in customers and through calls.
Senior Customer Service Executive
E-COSMOS, PRIVATE LIMITED
Chennai, Tamil Nadu
07.2017 - 12.2019
- Providing customer service and understanding the needs of the client
- Supporting customers by emailing and online chats by giving them technical solution of their product in use
- Documenting problems of a particular product in large numbers & reporting to company and concerned department
- Review and sign off on requirements, process flows, gaps, and design documents
- Training the new employees in the voice process as well as in the technicalities of the product to provide support to customers
- Determining the needs of the client
- Overseeing the quality of deliverables.
Event Coordinator
BLUE BRIDGE RESOURCES PRIVATE LIMITED
Chennai, Tamil Nadu
08.2016 - 06.2017
- Manage/improve day to day process interaction with customers
- In general, actively seek out and act on continuous improvement opportunities both in relation to customers and internal/external stakeholders
- Act as contact point for unassigned customers and be their adding internally within Line period
- Be fully responsible for customer satisfaction
- Ensure smooth execution of the end-to-end process, engaging both the customer and staffs
- Commercial intelligence: engage customers in discussions about new business opportunities and competitor/market intelligence.
Skills
- Problem Solving
- International Shipping
- Team Leadership
- Training Junior Team Members
- Client Interactions
- Customer experience Management
- Customer Retention
- Project Coordination
- Technical Support
- Process Enhancement
- Process Training
- Product Training
- Operations
- Team Management
- Complaint Management
PERSONAL ATTRIBUTES
- Possess excellent leadership, communication, and interpersonal skills
- Achieving excellence through teamwork
- Ability to work under pressure
- Hardworking with an ability to be organized and effectively deliver on tasks/objectives
Timeline
Senior Associate - Customer Experience
Skill-Lync
10.2022 - Current
Senior Client Relationship Associate
Vitasoft Technologies
05.2022 - 09.2022
Client Relationship Associate
Vitasoft Technologies
04.2021 - 05.2022
Senior Customer Relationship Coordinator
Hathway Cable & Datacom Ltd
01.2020 - 04.2021
Senior Customer Service Executive
E-COSMOS, PRIVATE LIMITED
07.2017 - 12.2019
Event Coordinator
BLUE BRIDGE RESOURCES PRIVATE LIMITED
08.2016 - 06.2017
GED -
Sri Durgadevi Polytechnic College
06.2013 - 04.2016
Schooling
Don Bosco Matriculation Higher Secondary School
03.2012 - 04.2013
Education
GED -
Sri Durgadevi Polytechnic College
Thiruvalluvar 06.2013 - 04.2016
Schooling
Don Bosco Matriculation Higher Secondary School
Chennai 03.2012 - 04.2013
Similar Profiles
SRIKAR KOYADASRIKAR KOYADA
STUDENT INTERN at Skill LyncSTUDENT INTERN at Skill Lync
ABINESH BABUABINESH BABU
INSIDE SALES OPERATION SPECIALIST at SKILL-LYNCINSIDE SALES OPERATION SPECIALIST at SKILL-LYNC
Akshay B. DevshatwarAkshay B. Devshatwar
Domain Operations Manager at Skill-LyncDomain Operations Manager at Skill-Lync
SOLOMON RAJU MUTCHUSOLOMON RAJU MUTCHU
Intern at Skill-LyncIntern at Skill-Lync
John Sundar RajJohn Sundar Raj
QA Manager at Synaptris Software Pvt. Ltd.QA Manager at Synaptris Software Pvt. Ltd.