Harshada

Results-driven professional with over 5 years of experience in client servicing and operations, dedicated to enhancing client experiences and optimizing workflows. Proven expertise in elevating service quality through strategic process improvements and effective team mentorship. Demonstrated success in managing client relationships while advancing organizational goals. Committed to contributing to organizations that prioritize service excellence and client success.

Client Success Specialist - Tasks Expert - Navi Mumbai, India

(2025-08 - 2026-02)

• Maintained 90% client retention across 70+ high-value accounts through proactive relationship management and communication.
• Contributed to 75% upsell conversion by identifying growth opportunities and managing renewals with a self-driven approach.
• Improved product adoption and account longevity through regular client reviews, training sessions, and performance discussions.
• Reduced client escalations by enforcing SLA adherence and resolving issues proactively within defined timelines.
• Ensured 100% on-time delivery by independently coordinating with clients and internal teams and addressing concerns promptly.

Business Support Specialist - OBOX HR Solutions - Navi Mumbai, India

(2024-10 - 2025-03)

• Delivered 100% compliant, end-to-end client servicing for Italian citizenship cases, serving as the primary client contact and ensuring clear, timely communication.
• Managed client expectations and case updates independently while coordinating with internal and external stakeholders to ensure accurate delivery.
• Accelerated service readiness by onboarding and mentoring a 7-member pilot team, aligning team output with client requirements.
• Reduced training time by 20% through SOP creation and workflow standardization, improving service consistency.
• Minimized errors and client escalations by streamlining processes, enforcing service standards, and resolving issues proactively.

Marketing Officer (Remote, Contractual) - Can-Future Education Consulting Pvt Ltd. - Vancouver, Canada

(2023-09 - 2024-09)

• Managed 150+ student admissions at Can-Future, improving enrollment conversions through CRM-driven engagement.
• Established effective relationships with key stakeholders both internally and externally for increased collaboration opportunities.
• Improved enrollment outcomes by managing 150+ student admissions end-to-end.
• Increased conversion rates through targeted outreach in South Asian markets.
• Reduced follow-up delays by 20% via CRM workflow optimization.
• Improved documentation accuracy by 30% through standardized applicant guidance.
• Strengthened visa readiness by guiding students through Canadian study permit processes.

Online Brand Protection Analyst - Corsearch - Mumbai, India

(2022-03 - 2023-06)

• Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
• Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
• Protected global client brands by resolving 500+ IP infringement cases.
• Reduced enforcement turnaround time by 20% through process optimization.
• Strengthened client trust through transparent reporting and risk insights.
• Aligned enforcement actions with legal teams to mitigate client risk exposure.

Email Advisor - Reliance SMSL - Mumbai, India

(2021-01 - 2021-09)

• Maintained 90%+ customer satisfaction by delivering timely and effective issue resolution.
• Coordinated backend operations to streamline complex service requests and reduce resolution time.
• Provided high-quality customer support by addressing inquiries professionally and minimizing escalations.
• Adapted quickly to evolving processes and customer needs, ensuring consistent service excellence.
• Proactively anticipated team and client requirements to improve productivity and overall service delivery.

Bachelor of Arts - Advertising - SIES College - Nerul, Navi Mumbai (2018-05)

HSC - Commerce - Tilak Junior College - Nerul, Navi Mumbai (2015-05)

SSC - Commerce - Ryan International School - Nerul, Navi Mumbai (2013-05)