YOGESH KUMAR

• Managing 12+ key customer relationship for US and EMEA region
  with $1.5M+ ARR (enterprise and mid touch clients).
• Resolved all client escalations and responded promptly to over 120
  daily service requests, resulting in higher CSAT.
• Achieved client retention rates of between 80‐90% in my client
  portfolio.
• Assisted in increasing application adoption rate by more than 30%.
• Decreased client churn rate to less than 20% by analyzing client’s
  needs, problem solving critical issues, adding and demonstrating values, and contract negotiations with sales.
• Initiated and assisted in internal projects which increased CSMs
  efficiency by 20%. This is based on Jira support application rollout, customer documentation and training sessions and application demo.
• Conducted regular business reviews to demonstrate value of services and application.
• Lead customer on-boarding for new services and modules with steady state.
• Assisted employees and assessed CSMs performances to determine training needs and define accurate plans for decreasing process lags.
• Conducted training and mentored team members to promote productivity and commitment to friendly service.
• Monitored metrics and developed actionable insights to improve efficiency and performance.
• Created customer support strategies to increase customer retention.
• Took ownership of customer issues and followed problems through to resolution.
• Step by Step documentation in Salesforce and Gainsight
  tools for complete visibility and leadership reporting.
• Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
• Resolved customer complaints while prioritizing customer satisfaction and loyalty.
• Generated customer satisfaction surveys to analyze results into action plans.
• Addressed potential cancellations and offered catered solutions to retain accounts.
• Created and reviewed invoices to confirm accuracy.
• Developed service procedures, policies and standards.
• Trained and assisted associates on performance-oriented strategies and customer service techniques.
• Collaborated with upper management to improve customer service processes and support structures company-wide.
• Collected customer feedback and made process changes to exceed customer satisfaction goals.

• Assisted and contributed in setting up operations within India.
• Overseeing hiring, training and professional growth of employees.
• Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Onboarded new temps by entering employee information into systems.
• Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
• Proved successful working within tight deadlines and fast-paced atmosphere.
• Created plans and communicated deadlines to complete projects on time.
• Assisted sales and marketing department in market review and potential market for emPower board and committee meetings application.
• Assisted sales and marketing department for strategic rollout of application and services within India.

P.S: Short stay at GGA but huge learning and experience. Not given up, however, GGA-India operations got closed due to COVID-19.

• Built client base and maintained client relationships and customer
  service quality of over 70+ clients across globe (mid and low touch accounts).
• Increased customer satisfaction ratings to more than 90%.
• Assisted in creating customer monthly e-newsletter delivered to over 500+ client POCs.
• Worked closely with team to improve customer support
  experience which increased customer satisfaction 10%.
• Maintained and delivered weekly and monthly custom reports for clients which further helped in driving value of services and application offered to clients.
• Achieved 99% retention rate 6 months in row, thus reduced churn
  rate to 1% for assigned clients.
• Conducting demos and training sessions for clients which increased adoption rate by 25%.
• Created strategic success plans for my client base for their business requirements that helped in achieving more than 90% customer satisfaction.
• Monitored metrics and developed actionable insights to improve efficiency and performance within CSM team.
• Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
• Conducted regular business review to drive and demonstrate value achieved by client through our services and application.

• Assigned one of major Pharmaceutical companies, Novartis, from operations perspective.
  - Handling operations side calls for customer (changes management, upgrades, issues discussion, etc.)
  - Building faith and trust in operations for customer
• Leading Indicators
  - Responsible to drive CSAT from particular customer assigned.
  - Customer Satisfaction Survey
  - Issue Aging
  - Backlog of issues
• Service Review
  - Responsible to prepare and provide Weekly, Monthly metrics to immediate management for assigned customer.
  - Managing escalation very effectively and in professional manner for assigned customer
  - Insourcing new work and changes in process for better development of relationship with customer by partnering with other leads and managers
• Individual Contributor:
  - Worked as Operations duty manager reviewing daily operation activities for assigned clients.
  - Review summary and take appropriate action of escalating or engaging proper resource for issue resolution.
  - Getting support engaged with escalated issues and engaging customer and support better interaction for building relationships.
  - Work with SME's on escalated issues and ensure it reaches resolution.
• Implemented and computerized day to day business operations of 2 enterprise customers.
• Developed and launched pilot projects that helped in better customer handling and helped support to achieve their 93% highest CSAT.
• Promoted after 16 months of employment for exceptional client
  account service.

• Worked with PMO team as project assistance manager taking care of banking project, resource handling through tickets, and customer interaction.
• Assisted in managing invoices and factors controlling them for banking sector.