Ankit Purohit Email & Phone Number

Pune, Maharashtra, India

•Led smooth onboarding processes in collaboration with Sales, resulting in improved customer retention while simultaneously overseeing a team of customer success specialists to ensure exceptional service delivery.•Designed personalized customer programs to boost satisfaction and foster growth, while also collaborating with product development teams to enhance product features based on client feedback and industry trends.•Provided prompt support to customers, reducing churn and increasing renewal rates, while concurrently implementing training programs for team members to ensure updates on product features and advancements.•Strategically allocated resources to drive revenue growth and profitability, spearheading process improvements to streamline workflows and increase team efficiency, resulting in a more seamless client experience.•Cultivated testimonials and referrals to strengthen brand awareness and user engagement, while also cultivating strong client relationships through regular communication, feedback sessions, and proactive problem-solving.•Proactively resolved account issues to foster loyalty and reduce complaints, conducting regular account health check-ups to drive customer value and advocacy.•Collaborated on business objectives to fuel revenue growth and market expansion, leading to increased repeat business and identifying upsell opportunities to drive revenue and order values.•Built user-friendly resources to reduce support requests and promote independence, while also mentoring team members to enhance productivity and professional development.

Pune, Maharashtra, India

•Collaborated with the Sales Team to ensure a seamless onboarding process for customers.•Developed Customer Experience programs tailored to product capabilities and aligned with customer business objectives and strategies.•Provided escalated account support, addressing alerts, red flags, or issues directly from customers.•Prioritized resources and efforts based on perceived risk, potential growth, strategic value, and renewal timeframe.•Monitored adoption rates of assigned accounts, offering insights to customers and feedback to Sales and Marketing teams.•Worked closely with the Marketing team to cultivate customer testimonials and referrals.• Identified potential account issues and collaborated with the wider business to take timely and effective action to resolve them.•Conducted continuous monitoring to assess the periodic health of key accounts.•Contributed to the development of company goals, growth strategies, and profitability targets.•Established and maintained strong client relationships by consistently delivering high-quality work products and deliverables.•Managed day-to-day client interactions, fostering enduring relationships and significant associations with customers.

Pune Area, India

•Mentored and led a team of 6 people, conducting staff reviews and adhering to new procedures, policies, and goals.•Provided excellent customer experience by assisting customers on multiple chat sessions, offering reactive and proactive support as per company guidelines, and addressing customer queries from other channels such as emails.•Coordinated with delivery partners and onshore teams to resolve customer complaints and queries.•Implemented strategies to increase profitability, productivity, and overall client experience by working effectively with other teams.•Established, recommended, and implemented policies to ensure the quality, timely, and efficient design of customer-oriented services.•Conducted audits of customer accounts to ensure the accuracy of information and monitored queues to assist with daily goals, conducting quality control to reduce errors and improve procedures.•Acted as the trusted voice of the user, providing feedback ideas and suggestions to the product team, and communicating across teams to report any bugs or feedback.•Visited other sites for system testing on a monthly basis as part of the business continuity process and reporting.•Collated negative feedback chats, scrutinized them, and shared areas of improvement with the team to improve scores and quality.•Shared weekly scores with the team, including surveys and quality metrics.

Pune, Maharashtra, India

•Developing new business in Pune region through various channels such as telephone, emails, social media, and market visits to introduce our products and services to potential buyers within the target market.•Generating leads aggressively by physically reaching out to prospects and following up with them in order to move opportunities through the entire sales process.•Cold calling and visiting local markets and IT parks to gather information on new SMBs and growing organizations and identifying potential customers.•Converting inbound sales leads and helping customers with our range of products.•Gathering customer feedback and contributing to improving our products and services.•Securing a place in events and expos to run marketing campaigns and increase our brand visibility.•Setting up meetings with senior executives to introduce our products on a larger scale.•Providing after-sales support to our clients and maintaining business relationships with them to ensure recurring sales.•Analyzing market potential and tracking sales to identify areas for improvement.•Supporting a team of 7 field executives and performing management duties in the absence or on behalf of the manager.•Receiving the Exceptional Achievement Award in the team twice for my outstanding contributions.

Pune, Maharashtra, India

•Responding promptly and effectively to customer queries via inbound calls and emails within the defined Service Level Agreements (SLAs).•Logging incidents and service requests, categorizing and prioritizing them, and managing their life cycle according to ITIL guidelines.•Keeping users updated about the status of their requests and closing them once they are satisfied with the solutions provided.•Providing Level 1 troubleshooting mainly related to desktop/OS, custom, and COTS applications, as per the guidelines in the knowledge base.•Monitoring offshore mailbox and responding to clients within the given Turnaround Time (TAT).•Escalating complex incidents and requests to upstream technical groups to ensure timely resolution.•Generating and submitting reports on a daily basis to provide insights into performance and identify areas for improvement

Pune, Maharashtra, India

•Developing and executing effective sales and business development strategies for the Pune region to meet business targets.•Generating leads by reaching out to prospects physically or over the phone, and converting them into clients.•Maintaining and nurturing existing client relationships via phone, face-to-face meetings, and email to ensure recurring sales.•Scheduling demo sessions for clients to showcase our products and services.•Negotiating contracts and pricing with clients to ensure profitable business deals.•Working closely with both clients and management to obtain feedback and advance the sales process and using this feedback to improve our products and services.•Collaborating closely with developers to understand a client's culture, requirements, and business relationship, and align our solutions accordingly.•Building strong relationships with clients to discover additional hiring opportunities and increase our revenue.•Providing feedback to the management based on my interactions with the customers to identify areas for improvement.•Generating and submitting reports on a daily basis to keep the management informed about our sales performance and progress towards achieving our targets.•Collaborated with Sales Team for seamless customer onboarding, 30% increase in new customer retention rate.•Designed customized Customer Experience programs, 25% increase in customer satisfaction and 20% increase in upsell opportunities.•Provided timely support for customer issues, 40% reduction in churn and 15% increase in renewal rates.•Prioritized resources based on risk, potential growth, strategic value, and renewal timeframe, 20% increase in revenue and 10% increase in profit margins.•Monitored adoption rates of assigned accounts and provided feedback to Sales and Marketing Teams, 25% increase in customer referrals and 30% increase in new customer acquisition.