— Leading a support team of 8, enhancing customer satisfaction by fostering a customer-first culture, focusing on increasing customer satisfaction scores.— Standardizing customer success processes, improving process efficiency while maintaining client satisfaction.— Partnering with Sales and Product Development teams to streamline onboarding, retention workflows, and increasing customer retention rates.— Developing and implementing feedback analysis framework, proactively identifying trends and resolving potential escalations.— Developing and tracking performance goals by establishing KPIs, monitoring progress, and ensuring alignment with the company’s strategic objectives.— Strengthening cross-functional collaboration to enhance the customer journey, ensuring seamless support, and retention initiatives.— Designing and executing targeted training programs, to address skill gaps, and boosting team productivity — Building strong relationships with stakeholders and using data-driven insights to drive continuous service improvement.

— Facilitating seamless onboarding for clients, ensuring they effectively utilize various products— Acting as the primary point of contact for client relations, handling onboarding, requests, complaints, and key account management— Proactively collect feedback from client interaction and develop effective strategies for ensuring a high response rate— Proactively identify and classify software and product issues reported by clients during support interaction — Analyzing client feedback and identifying pain points related to product offerings and new releases— Analyzing feedback data to identify recurring issues, trends and patterns— Documenting and thoroughly analyzing reported bugs, including steps to reproduce, system configurations, and any relevant details— Maintaining a structured and comprehensive database of customer feedback and interaction — Collaborating with the product team to identify opportunities for product improvements based on user interactions— Tracking and monitoring client request trends, fostering lasting client relationships for long-term engagement— Monitoring product performance and reporting outcomes— Driving the adoption of multiple product suites (Inventory, Procurement, Costing and POS) and contributing to the market research— Collaborating with cross-functional teams to implement changes and improvements for enhanced customer experience— Preparing reports summarizing key findings, trends, and progress in addressing client concerns

— Onboarded and served as the primary point of contact and ensuring seamless adoption of Vendease products leading to increase in product utilisation within the first quarter.— Implemented feedback collection strategies through regular client interactions, analysed trends to drive customer satisfaction initiatives, improving customer loyalty scores by and increase in engagement— Developed and maintained customer journey maps, documenting and visualising the full customer experience. This led to optimising key touch points and improving overall customer experience.— Created customer personas based on demographic data, behaviours, and preferences. These personas informed targeted campaigns that boosted marketing improved conversion rates.— Utilized customer experience management tools to gather data, analyze trends, and create comprehensive reports— Collaborated with cross-functional teams, including marketing, product development, customer support, and sales, to align on customer-centric initiatives, enhancing internal alignment and reducing product delivery delays.— Identified and nurtured customer advocates, securing testimonials and case studies that contributed to referral-driven leads.

— Client Engagement and Support: Acted as the primary point of contact for a portfolio of clients, maintaining regular communication to understand their needs, resolve inquiries, and ensure satisfaction.— Fostered strong, long-term relationships with clients by developing trust and credibility through proactive engagement, empathy, and responsiveness.— Monitored client accounts to ensure service delivery aligns with agreed-upon terms, identifying opportunities for upselling or cross-selling additional products and services.— Resolved client complaints and issues professionally and promptly, coordinating with internal teams to provide effective and timely solutions.— Developed and implemented strategies to retain clients, improve satisfaction, and increase loyalty by consistently delivering value and addressing pain points.— Maintained accurate and up-to-date records of client interactions, preferences, and feedback using CRM systems, and generate reports to support business decision-making.— Collaborated with sales, operations, and support teams to ensure a seamless client experience, aligning internal processes with client expectations

— Managed multichannel customer Interactions: and responding to a variety of customer inquiries via phone, email, and chat, ensuring all communications are professional, courteous, and consistent with company standards.— Resolved Complex Issues, Handling escalated or challenging customer concerns, employing effective problem-solving techniques to achieve swift and satisfactory resolutions.— Enlightened customers through delivering clear and complete details about products, services, and policies, ensuring customers have the knowledge needed for informed decisions— Coached team members by guiding junior call center representatives and offering coaching, constructive feedback, and support to enhance their skills and performance— Collaborated across departments by working closely with supervisors, managers, and other teams to resolve customer concerns promptly and optimize processes, ensuring alignment with organizational goals.

— Managed and prioritized executives' schedules, including calendar management, meeting coordination, and appointment scheduling, ensuring efficient time management.— Handled incoming and outgoing correspondence, including emails, calls, and memos, ensuring timely and professional responses.— Organized complex travel arrangements, including itineraries, accommodations, and transportation, while addressing any last-minute changes or issues.— Curated, edited, and formatted high-quality reports, presentations, and other documents for internal and external use.— Planned and coordinated executive-level meetings, conferences, and events, including agendas, logistics, and follow-ups.— Maintained confidentiality of sensitive information and managed accurate filing systems, ensuring documents were easily accessible and up-to-date.— Contributed with special projects, research, and administrative tasks as needed to support the executive team’s strategic goals.