Senior Project Consultant at Cvent (2018-07 – Present)
Worked on a dynamic event management software platform, requiring continuous learning and vigilance to adapt to frequent updates and feature upgrades.
- Supported the launch and adoption of newly acquired products, contributing to smooth integration and customer onboarding
- Developed new venue profiles and implemented client-specific configurations, including access management and platform setup
- Activation and deactivation of features acting as the last line of defence to ensure the smooth functioning of the business
- Reports and clean-up projects to identify leaked revenue opportunities
- Creating RFPs for new planners to get them started and having their accounts set up
Senior Adoption Project Consultant at Cvent (2022-01 – 2023-12)
Joined the Adoption Team, ensuring clients maximized value from purchased features.
- Conducted Zoom-based training sessions and walkthroughs to educate clients and drive product adoption
- Engaged with clients to assess their needs and provide tailored solutions with strategic upselling features
Project Consultant at Cvent (2020-01 – 2022-12)
Transitioned to back-end operations, building and implementing client contracts and executing large-scale projects.
- Transitioned to back-end operations, building and implementing client contracts and executing large-scale projects
- During COVID, took on multiple roles to meet evolving needs
- Responded to leads on behalf of the venues
- Goodwill projects, Showcase, Lead capture and signing up for webinars
Product Consultant at Cvent (2018-01 – 2020-12)
Started in front-end customer support, handling both inbound and outbound calls and providing end-to-end issue resolution.
- Started in front-end customer support, handling both inbound and outbound calls and providing end-to-end issue resolution
- Identifying bugs and working with internal stakeholders like AMs & RMs, along with other departments (App Support & Dev Teams) to ensure rectification and smooth functioning of the application
- Involved cases chats, calls and emails
Senior Customer Care Professional at Citibank Pvt. Ltd. (2015-03 – 2018-07)
Provided end-to-end customer service support for Citibank credit card customers.
- Provide end-to-end customer service support for Citibank credit card customers
- Handle high-volume inbound calls related to billing inquiries and account servicing
- Drive up-selling of credit cards and loan offers in line with business and compliance guidelines
- Manage customer retention and relationship management through effective issue resolution
- Ensure high levels of customer satisfaction, call quality, and policy adherence
Customer Care Professional at American Express India Pvt Ltd. (2013-03 – 2014-12)
Provided inbound customer support for American Express credit card services.
- Provided inbound customer support for American Express credit card services
- Managed customer care, account servicing, and retention to enhance customer loyalty
- Delivered high levels of customer satisfaction through consistent call quality and effective communication
- Supported sales activities, including cross-selling and up-selling of credit card products
- Maintained strict adherence to login hours, break schedules, quality, and compliance standards
Customer Service Executive at HSBC Electronic Data Processing Pvt. Ltd. (2011-05 – 2013-02)
Provided inbound customer support for HSBC credit card services.
- Provided inbound customer support for HSBC credit card services, ensuring accurate and timely resolution
- Performed sales and up-selling of credit cards and related value-added packages
- Customer care, support, and retention
- Delivered high levels of customer satisfaction through consistent call quality
- Maintained strict adherence to login hours, break schedules, and attendance policies
Customer Service Executive at WNS Global Service (2009-10 – 2011-03)
Maintained strict adherence to login hours, break schedules, and attendance policies.
- Maintained strict adherence to login hours, break schedules, and attendance policies
- Delivered high-quality customer interactions, consistently achieving quality and performance targets
- Handled both inbound and outbound processes with professionalism and accuracy
- Contributed to customer satisfaction (CSAT) through effective communication and call quality
- Selected as part of a core team supporting new projects and process transitions
- Continuously developed and enhanced communication skills to meet client and business expectations
