Customer success&support|product specialist
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Experienced client specialist and business analyst with established four years in the IT industry. Recognized expertise in eliciting, analyzing, and documenting comprehensive business and system requirements, proficiently conducting user acceptance testing, and delivering effective end-user training. Accomplished at applying insights from prior experiences to inform strategic decision-making processes.
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Associate Business Operations Analyst | Impress.ai, Kochi Feb 2023 - Sep 2023
Streamlined client onboarding process, delivering tailored training sessions, comprehensive guidance, and curated resources, resulting in a 20% increase in customer retention.
Monitor and analyze customer usage data, engagement metrics, and trends to identify upsell/cross-sell opportunities and drive revenue growth.
Served as the Single Point of Contact (SPOC) for 8 clients, managing internal and external metrics to ensure client satisfaction and project success.
Fostered close collaboration with cross-functional teams, spanning finance, marketing, operations, and IT, to gather valuable data and insights, facilitating strategic alignment.
Served as the main point of contact for client inquiries, issues, or escalations, and ensure timely resolution of any concerns and built strong, long-lasting relationships with clients through regular communication and proactive engagement.
Scorer Level 2 |Digital Nirvana Information Systems Pvt Ltd., Coimbatore Apr 2017 - Dec 2018
Served as the primary point of contact between the clients and project teams through regular calls, ensuring clear communication of project requirements, providing timely updates, and addressing any concerns to ensure project deadlines and client expectations were met.
Accomplished Language Evaluator with a proven track record in assessing the English language proficiency tests for international students.
Exceeded expectations with a 92% accuracy rate, surpassing the 105% target.
Oversaw the Evaluation and Quality Assurance processes for English tests taken by non-native speakers,
including transcription and close captioning responsibilities.
Bsc Mathematics | Barathiar university, Coimbatore
