Responsible for planning and execution for achieving the organisation goal around customer engagement. Led Multiple Short & Long Term Projects in collaboration with cross-functional teams to improve the after- Sale service, and revamped the Selling and Onboarding Practices for a seamless Parent-Mentor Connect. Analysing and Tracking business data like Product Engagement, Call Adherence, Daily Productivity by creating weekly service dashboards. Working on implementation of service based activities, new products, streamlining customer retention based processes with Providing end-to-end feedback for service enhancements.Led the team of 15+ associates operating from Headquarters, Responsible for providing a seamless User Experience post-product delivery across the country.Platform : Salesforce, Handled Interactive Media Escalations - to collaborate with Teams handling Social Platforms alongside the Legal Teams for easy and quick resolutions raised through respective channels, maintaining a better Brand Value.

Transitioning of around 200 new customers to the product while Maintaining the retention rate of 96% from an overall base of 400 new clients. Coordinating with different Stakeholders of the product to provide mentoring during customer journey. Maintain a daily target of connecting to unique customer base of around 1500 in a month.Selected associate in launching the Chatbot Technology mobile application of Organisation (Mentor Connect App), catered more than 100+ tickets on a daily basis to provide end to end solutions within 3 mins of TAT to achieve higher customer satisfaction.

Responsible for ensuring customers are renewing our subscription at the end of the year by building rapport with them through out, having deep understanding of the product with end to end functionalities Resolving the customer issues under 15mins TAT over Freshdesk. Maintaining an excellent CSAT score and driving NPS over each call after issue resolution.Over the span I have renewed over more than 100 clients in the base client set of 225 to 250 and maintain the 96% retention rate for the same.