Jomon Johnson

Customer Success and Client Management professional with 10+ years of experience across customer service, client relationships, retention, escalation management, and international operations. Experienced in managing complex customer concerns collaborating with cross-functional teams, improving customer experience, and supporting business growth through proactive engagement. Strong exposure to Australia, North America, Europe, and LATAM markets, with a proven ability to manage diverse customers and stakeholders.

Customer Success Manager - Stone Centre – Australia (MPG Group / Stone Depot) - Sydney, Melbourne, Brisbane

(2025-06)

Managed customer escalations and customer service operations across Sydney, Melbourne, and Brisbane regions.

• Managed customer escalations by collaborating with Sales and cross-functional teams to ensure timely resolution and proactive customer communication
• Maintained detailed escalation records and analyzed recurring complaint trends to identify root causes, improve processes, and reduce repeat issues
• Used HubSpot, a SaaS-based CRM platform, to manage customer information, track interactions, maintain customer records, and support customer relationship management
• Prepared customer service reports and presentations for leadership reviews, highlighting trends, improvements, and actionable insights
• Managed Negative customer reviews through RAC, coordinating with internal teams to address concerns, resolving underlying issues, and improving customer sentiment
• Proactively engaged existing customers to generate positive Google Reviews, strengthening brand reputation, customer advocacy, and online presence
• Supported customer retention by building strong customer relationships and addressing concerns proactively

Client Delivery Management Support - British Telecom

(2022-04 - 2025-06)

• Responsible for interacting with users from Germany, US, Spain, Italy, and LATAM (Latin American) regions
• Responsible in handling end-to-end billing in multiple countries for Zurich Insurance Group
• Responsible for handling the client queries and invoicing for each month
• It's a B2B process where information is gathered regarding the Zurich Insurance Group and respectively the specifics are noted and forwarded further for action

Senior Associate - Personiv

(2020-10 - 2021-10)

Responsible in interacting with Canadian clients for the process TELUS. TELUS being number 1 Network provider in Canada, we use to contact them and help them avail Telus services along with new phone on a 2 Year Service Agreement.

• Handled generic queries which include info regarding billing and collection, also shipment and network related

Compliance Associate - Dynamic Beneficial Accord Marketing Pvt. Ltd, (ASORT) - India

(2018-07 - 2020-08)

Handling Money laundering and fraud cases which helps sustain company's/brand name. As a social Ecommerce platform (ASORT), was involved in marketing and upselling of the website products.

• Involved calling to distributors and knowing their issue and resolving their queries or any grievance they had from company's side
• Involved removing of negative content from social platforms including Facebook, Instagram and YouTube
• Used HubSpot CRM to manage customer/distributor interactions, maintain records, track follow-ups, and support relationship management
• The position demands to be a Dynamic and result oriented and also being a social Ecommerce platform (ASORT), was involved in marketing and upselling of the website products

Client Relations Associate - Meritnation.com - New Delhi, India

(2016-12 - 2018-07)

• Contacting potential customers (parents and students) to set up meetings, counsel the students on learning pedagogies and the Meritnation personalized learning journey
• Was part of the Welcome Call team, where we connected with new customers and gave them information about the products and whereabouts
• Involved calling on leads provided by the company for 8-10 hours with 2.5+ hours of connecting call talk time
• Also, was involved in retention team, as Meritnation had 30 days refund policy. Use to contact and retain the existing customers

Technical Support Associate II - Convergys. Pvt Ltd

(2013-06 - 2015-09)

Responsible in handling international customers for At&t U-Verse voice process.

• Involved in handling general queries and help resolving the technical issues a customer face
• Responsible for giving Billing support with the help of tool BIBA
• Involved in upselling McAfee Antivirus, At&t Modems, remote control and Wireless Phones

Bachelor of Commerce - Swami Vivekanand University (2017-03)

Higher Secondary School - St. Thomas Sr. Sec. School (2010-01)

Secondary school - St. Joseph's Convent School (2008-01)