Customer Success Manager at Simandhar Education (2022-09 – 2026-03)
- Led a team of 8–12 members, driving customer success operations and achieving high customer satisfaction (CSAT) through effective support and engagement.
- Managed end-to-end customer lifecycle, including onboarding, issue resolution, and AR calling, improving collections and customer retention.
- Handled escalations, mentored team members, and improved team productivity and service quality through regular coaching and performance tracking.
- Utilized MS Excel and internal systems to monitor KPIs, generate reports, and ensure timely task completion and process efficiency.
Team Lead at Tekfriday Processing Solutions (2017-11 – 2022-08)
- Investigated customer issues, verified payments against contracts, and identified potential fraud cases.
- Communicated with payers to gather required information and resolve discrepancies efficiently.
- Guided and supervised team members in handling fraud claims and corrective actions.
- Gained strong expertise in payment processes; 18 months at TBSS and 3 months as an HR counsellor.
Team Lead at Vivifi India (2015-08 – 2017-10)
- Analyzed customer concerns, validated payments against contractual terms, and detected potential fraudulent activities.
- Led and mentored team members in managing fraud investigations and implementing corrective measures.
- Built strong communication channels with payers to support effective resolutions.
