Account Manager - Zones LLC - Canada
(2023-10 - 2024-06)
As account manager at Zones Inc - Canada key responsibilities include managing accounts of industry leading brands e.g. Starbucks Canada, Google, Pepsi, Cisco and their software leading partners which includes Dell and Microsoft.
- Handle the full cycle of operations and collaborate on daily basis with internal team such as Project managers, Warehouse team, Vendors, Supplier and Manufacturer on calls/email or daily sync to establish relationships and follow-up when needed during escalations with different department and multiple stakeholders involved in given project to facilitate timely and exceptional delivery of given Projects.
- Source and compare different vendors and suppliers at times when needed to have the best vendors onboard and at best price keeping in view economical and project based urgencies.
- Handle Inventory and maintain weekly and quarterly forecast to avoid shortage of stocks and other supply chain issues in any urgencies and orders load.
- Sync on meetings daily & weekly with partnered brands account and project managers involved to engage with them and understand their concerns for quick solutions and customize order placement.
- Source, coordinate and manage off catalog customer requests and catalogue maintenance by updating new products and prices, remove products (customer's request or end of life).
- Act as a liaison between sales and other departments to remove obstacles, facilitate delivery of service to customers and address issues impacting sales teams.
- Highlight to the Sales team the count and exceptions encountered while processing orders such as negative margins, bill and hold maintenance on daily basis.
Client/Tech support specialist - SDS IT- Payactiv
(2021-12 - 2023-04)
As Customer Support Specialist at Payactiv integral duties involve being at frontline for general queries, complex problem resolutions and support for their 622+ partnered companies, their employees in United states, in Hospitals and mainly in Health Care industry.
- Work in coordination with the entire FINTECH Team to provide financial services, financial counselling, payroll, daily pay, and live assistance across various channels to client facing concerns and issues related to product, apps and software adapting communication method such as phone, email, live chat, social media, and community forums and live demo to clients.
- Orchestrated the seamless integration of a new chatbot system, reducing customer query resolution and contributing to increase 93% in first-contact resolutions by providing support in product education, guidance to new releases, troubleshooting and creating tickets, which may include use of diagnostic tools and software and/or following verbal instructions to maintain SLA.
- Handle Escalations and successfully resolved complex customer issues working alongside engineering team on priority, resulting in a 90% decrease in escalated complaints and a vice versa improvement in net promoter scores (NPS).
- Collaborated with the product development team & with programmers to explain errors and/or recommend modifications in programs to translate customer feedback into actionable improvements, leading to a significant decrease in product-related support inquiries.
- Pioneered a personalized customer onboarding process and cultivated a customer-focused mindset to advocate for the needs and preferences leading to increase in customer retention rates and an average customer lifetime value growth of 99%.
Senior Sales executive - Motive
(2019-01 - 2021-11)
Handling clients and their accounts whilst maintaining consistent pipeline by prospecting new customer and bringing constant streamline of revenue.
- Work collaboratively with related departments (Sales Development, Sales Engineering, Customer Success, etc).
- Maintain consistent attention to detail, accurate sales forecasting and ensuring accurate data entry for clientele accounts on Salesforce.
- Prospect and win new Enterprise business through developing key executive relationships within key prospects to drive expansion of that business with all key accounts, through developing a deep understanding of each client's business and identifying opportunities for additional collaboration.
- Ensure best on-boarding experiences for our clients.
- Own onboarding, adoption, training and development of best practices.
