Rofiya Banu
Customer Success Team Lead | Escalation Management | Client Relationship Management
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About
Customer Success & Escalation Lead with 5+ years of experience leading support teams, managing critical client escalations, and driving customer satisfaction across international B2B accounts. Proven track record of sustaining 95%+ CSAT for a portfolio of 100+ global clients while mentoring and coaching support associates to hit weekly performance targets, improving team efficiency by 20%. Skilled in Salesforce CRM, SLA/KPI management, and cross-functional coordination with Product, Engineering, and Operations.
Recognized with Best Escalation Lead, Highest CSAT, and Highest ASAT awards, and now seeking a Team Lead / Customer Service Manager / Client Manager role to apply this leadership and client-management experience at scale.
Experience
Customer Success & Escalation Lead - IOPEX Technologies
(2023-10)
- Lead and mentor a team of support associates, setting weekly performance goals and running coaching sessions that lifted overall team efficiency by 20%.
- Own critical escalations end-to-end for 100+ global B2B client accounts each month, sustaining a 95%+ Customer Satisfaction Score (CSAT) through prompt resolution and clear client communication.
- Act as the central escalation point between Product, Engineering, and Operations, coordinating rapid root-cause resolution and SLA compliance on high-priority issues.
- Strengthen client retention and reduce churn by leading proactive success reviews and building long-term relationships with key accounts.
- Partner with cross-functional teams to design and roll out customer onboarding programs, shortening time-to-value for new clients.
- Use Salesforce CRM, Splunk, and Power BI to track tickets, surface usage patterns, and turn client data into actionable recommendations for leadership.
- Delivered training sessions and workshops for internal and client-facing teams, improving product knowledge and process efficiency by 20%.
- Recognized with the Best Escalation Lead, Highest CSAT, and Highest ASAT awards for sustained service excellence and leadership.
Business Advisor - India Fillings
(2022-01 - 2023-12)
- Guided Indian and international clients through end-to-end business registration and company setup, serving as the primary point of contact for foreign entities entering India.
- Managed inquiries and correspondence with international and domestic clients, resolving queries accurately and on time.
- Built and maintained cross-team relationships that supported department growth and smoother client handoffs.
- Awarded Best Employee for consistently high-quality client service.
Customer Support Executive - Sri Sai Airtech
(2020-01 - 2022-12)
- Handled high-volume inbound and outbound customer calls, resolving inquiries and service issues with a focus on first-contact resolution.
- Promoted high customer satisfaction by providing knowledgeable, friendly service and fast-tracking complaint resolution.
Education
Bachelor of Commerce - B.Com. - Madras University (2018-06 - 2021-03)
