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
