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Client Success Specialist, Gartner Inc., Gurugram, India MAY, 2023 - SEP, 2023
Industry - Information technology research and advisory
- Collaborated with internal business partners such as Sales and Research Analyst community to fulfill client/prospect/vendor needs to improve revenue
- Responsible to cater to minimum 16 query requests from the B2B clients in a day on Service Now
- Utilizing excel, Power BI to construct detailed reports and dynamic PowerPoint presentations, providing the Research Team
Manager with actionable insights and strategies.
- Acted as a liaison between Sales and Operations; worked with stakeholders to review pricing & cost, market penetration and
Key Performance Indicators (KPIs)
- Delivered regular business reviews to demonstrate value & ROI to Client base
- Managed Service level Agreements (SLA) for the process.
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Client/Customer Success Team Lead, Better.com, Gurugram, India FEB, 2021 - SEP, 2022
Industry - Real Estate Operation
- Streamlined operations control processes, implementing SLA management system resulting in a 25% improved customer support response time.
- Led & managed the team of 10+ coordinators and evaluated business portfolio, established valuation analysis; mapped business requirements & implemented processes in line with the preset guidelines and scheduled constructive feedback.
- Constructed & reviewed operational metric and customer satisfaction results through KPIs, including revenue, margin, call logs and CRM adherence to identify trends in performance on monthly & quarterly basis
- Systemically identified data integrity issues and gaps, and proposed recommendations for improvement
- Resolved ad hoc requests and provided timely solutions to the satisfaction of stakeholders
- Prepared Quarterly Churn Analysis for customers accounts using existing or conceptualizing reports using Excel & ppt.
- Launched SOPs for the assigned weekly and monthly reports; standardized reports published by the team (Introduced automation in weekly resources utilization report of more than 500 employees)
- Teamed up with PMO in transitioning 2000+ customers account from Monday.com to FUB
KEY COMPETENCIES & SKILLS
Client and Account Management Training & Coaching Customer Satisfaction
KPIs Monitoring Process Improvement Knowledge of SaaS (Software as a service)
CX & EX Relationship building Agile Methodologies Risk Identification
Leadership & Team Management Operations Management
Project Management Skills : Project charter, stakeholder management, communication management, RAID log, Stakeholder influence model, EV (earned value), Sprint planning, Ishikawa & Gantt chart
Technical Skills : CRM Tools (Monday, Salesforce, FUB, HubSpot), JIRA, Rally, Confluence, SharePoint, MS Excel (Pivot, VLOOKUP, HLOOKUP), MS Power point, GSuite, Slack, Zoom, Teams
EDUCATION
2016 - 2017
Masters in Mass Communication, Singhania University, New Delhi, India
2015 - 2016
PG Diploma in Public Relations, Bhartiya Vidya Bhavan, New Delhi, India
2011 - 2015
Bachelors in Journalism & Communication, Guru Gobind Singh Indraprastha University, New Delhi, India
Projects handled at Better.com
- Process alignment project for improved operational efficiency by creating SOPs.
- Transition from old CRM (Monday.com) to POA (Follow up Boss).
- Project implemented to introduced Metric reporting for BRE business unit to assess process performance.
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Lead Operation Analyst, American Express, Gurugram, India JUL, 2016 - JAN, 2021
Industry – Financial Services
- Proactively identified performance gaps through data analysis for streamlining client operations & customer satisfaction.
- Managed & processed new card applications for corporate clients. Liaise with ADM’s, PA’s and external B2B clients to obtain missing information.
- Worked on developing, executing, and evaluating operational changes aimed at improving results
- Set up of accounts using relevant systems (CAPS, CARE and NAPS)
- Maintained daily work volumes & logging activity in appropriate formats in order to manage deliverables & delivery timelines
- Supported strategy team in implementing multiple projects
Projects handled at American Express
- Project DASH: Automated platform to perform application review.
- Project Bridging the Gaps implemented by performing extensive RCA of erroneous cases processed by IMP & Operations team
- Global onboarding orchestration project for automating 100 % paper application to align with AMEX’s digital transformation goal for UK & ICC market.
- Project executed to provide KYB & KYC requirements upfront to improve Cycle time from 7 to 3 days.
