• Implemented feedback system for customers, resulting in a 25 per cent decrease in churn rate due to improved product features.• Conducted product training sessions for more than 12 new clients, leading to a 90 per cent adoption rate within the first month.• Collaborated with sales team to identify upsell opportunities, resulting in a 15 per cent increase in monthly recurring revenue.• Achieved exceptional service performance while prioritizing, managing and analyzing key metrics of several customer accounts.• Spearheaded cross-functional teams in implementing new processes for clients like HDFC Bank, Cognizant, KPIT Technologies thatreduced response time by 50 per cent, resulting in a 15 per cent increase in overall account satisfaction• Developed and implemented customized onboarding journeys for top tier accounts like Cognizant and Capgemini, resulting in a 25 per cent reduction in onboarding time while increasing revenue by 15 per cent.