Head of Customer Success  •  Evanik Networks Private Limited

January 2023 - Present

• Successfully implemented key performance indicators (KPIs) to monitor and improve customer service performance, resulting in a significant increase in customer satisfaction ratings.
• Developed and executed client management strategies to nurture and strengthen relationships with key accounts, resulting in an increase in client retention.
• Created and implemented a comprehensive client retention strategy, including proactive outreach, regular check-ins, and personalized customer success plans, resulting in reduction of churn rate.
• Collaborated with cross-functional teams, including sales, marketing, and product development, to ensure seamless customer onboarding and product adoption.
• Conducted regular customer satisfaction surveys, analyzed feedback, and implemented necessary improvements to enhance overall customer experience.
• Acted as the primary point of contact for escalated customer issues, resolved complex problems, and ensured timely resolution to maintain customer satisfaction.
• Leading a team of customer service representatives, providing coaching, training, and performance feedback to optimize team performance and exceed targets.
• Collaborated with internal teams to address customer issues, escalations, and service requests, ensuring timely and satisfactory resolution.

Senior Manager  •  Vouchagram India Pvt Ltd

June 2017 - September 2022

Ensuring closure of Complaints with a fast turn around time.
Conducting regular meet-ups with brands/ clients to ensure compliance with predefined metrics, progress
checks and improving efficiency.
Responsible for organizing regular trainings/re-trainings of brands already on - board.
Liasing and conducting regular meet-ups with Points Of Contacts/ Stakeholders from Banks/Brands
on-board to remove bottlenecks and improve overall business.
Identifying and pre-emptively resolving any anomalies from escalating into potential business loss issues.
Being the Point of Contact for senior management of brands/clients.
Promoted to Sr. Manager during my tenure in the company based on a proven track record.
Handling data given by the company/clients in a secure manner and generating relevant reports for business teams and clients.
Responsible for maintaining general discipline and conformation of compliance on the floor.

Assistant Manager  •  Applect Learning Systems Pvt. Ltd.

June 2013 - May 2017

• Directly responsible for handling a Retail Sales team of 15 Management
Trainees hired for specialized roles.
• Managed a team of Tele-sales executives including a Field Sales team.
• Was among the two chosen Team Leaders tasked to train Management
Trainees and take them through
the paces of getting a hands on understanding of Operations/Retail Sales.
•Solely given the additional responsibility of handling an Offline Centre campaign to generate footfalls for
the company's offline centres with direct reporting to the COO
• Conducting On The Job training for new hires, coaching, counseling and mentoring.
• Maximizing efficiency by improving the conversion rate of the designated workforce.
• Assisting associates with sales in real time, following up with clients and providing skills transfer in
the process.
• Auditing calls, sharing feedback and following up to ensure implementation.
• Conducting regular one on one with the team.
• Sharing business updates with the team and handling client escalation/complaints.
• Promoted to Asst. Manager before completing a tenure of 2 years in the company based on a proven track
record.
• Handling, sharing and securing all data given by the company and
generating relevant reports for the team
and senior management.
• Responsible for maintaining general discipline and compliance conformation on the floor.
• Given the additional responsibility of conducting the Operations round during interviews for new hires.
• Was on deputation to the Home Demo vertical for six months for the purpose of grooming new hires.
• Responsible for managing a batch of Engineer & Management Trainees as a part of a larger
experiment of using high end resources in calling profile. I was handpicked for this role due to my experience
and proven sales record.

Team Leader  •  VBOND TELESOFT PRIVATE LIMITED

February 2012 - June 2013

• Directly responsible for handling a team of 30-40 associates at any given time and a complement of 2 SME's.
• Conducting On The Job training for new hires and imparting process training to them.
• Ensuring that Campaign/Company metrics were met on a weekly/monthly
basis.
• Imparting updates and skills enhancement training to the team on a real-time and ad hoc basis.
• Handling maximum possible verification as a precursor to making sales.
• Coaching and counseling associates, conducting one on one sessions.
• Team and Data Management to ensure that all data was secured and
available as and when needed.
• Improving overall process quality.
• Promoting teamwork and infusing the spirit of taking the onus to complete assigned tasks.
• Handling and resolving escalations/complaints.
• Ensuring maximum profitability for the business as the first and foremost area of responsibility.

Sales Performance Specialist  •  IYogi Technical Services Pvt. Ltd.

August 2011 - February 2012

• Conducting training sessions for new hires and production agents.
• to ensure that agents assigned to map were coached on a real time basis to improve sales output.
• Helping in the development and enhancement of sales skills.
• Monitoring sales data and performing data analysis to ensure parity with process metrics and working on
areas of improvement.
• Contributing as a team to achieve profitability for the business and ensuring compliance.