Client Service Analyst - Implementation/Payroll at ADP Pvt. Ltd. (2024-08 – Present)
- Managed existing client accounts by understanding business requirements and ensuring timely, accurate support across payroll and HR-related services.
- Partnered with cross-functional internal teams to implement client-specific solutions and resolve service issues efficiently.
- Worked closely with both existing and new clients to gather requirements, clarify expectations, and align ADP solutions with business needs.
- Acted as a primary point of contact for clients, strengthening relationships through proactive communication and reliable follow-through.
- Contributed to improved client satisfaction by delivering consistent service quality and issue resolution.
Representative I, Inside Sales at Dell India Pvt. Ltd. (2019-09 – 2022-09)
- Managed and grew relationships with existing B2B clients through proactive follow-ups and consultative engagement, contributing to repeat business and long-term retention.
- Generated revenue by prospecting leads, cold calling, qualifying opportunities, and independently closing deals with minimal supervision.
- Set up new customer accounts, established credit terms, and coordinated payment methods in collaboration with finance teams.
- Demonstrated strong negotiation skills to close deals efficiently while aligning with company pricing and compliance standards.
- Maintained in-depth product and brand knowledge to position solutions effectively against customer needs.
- Supported cross-functional teams by sharing customer insights and feedback to improve sales strategies and operational efficiency.
- Consistently received positive client feedback for empathy, active listening, and timely issue resolution.
SME, CS (IP) Escalations at Amazon.com (2016-05 – 2019-05)
- Served as Subject Matter Expert for customer service escalations, including support for the Amazon Singapore pilot team.
- Mentored and trained new and junior team members on escalation handling, service quality standards, and best practices.
- Identified root causes of recurring customer issues and implemented corrective actions to reduce repeat escalations.
- Collaborated closely with operations and cross-functional stakeholders to deliver end-to-end customer resolutions.
- Ensured high levels of customer satisfaction by providing prompt, courteous, and solution-oriented support.
- Played a key role in building a confident and capable team through continuous coaching and knowledge sharing.
