Leveraged strong leadership and communication skills to lead a team of 10 in exceeding client expectations. Client Success Management: Led a team focused on client excellence, ensuring adherence to SLAs 95%+ and driving user adoption through strategic initiatives. Relationship Building & Communication: Cultivated strong relationships with key stakeholders across client organizations and fostered clear communication to build trust with clients.Solution Adoption &… Show more Leveraged strong leadership and communication skills to lead a team of 10 in exceeding client expectations. Client Success Management: Led a team focused on client excellence, ensuring adherence to SLAs 95%+ and driving user adoption through strategic initiatives. Relationship Building & Communication: Cultivated strong relationships with key stakeholders across client organizations and fostered clear communication to build trust with clients.Solution Adoption & Onboarding: Developed and executed plans for efficient solution adoption, overseeing successful Proof of Concepts (POCs) to demonstrate solution value.Client Training & Education: Conducted regular client training sessions and optimized CRM usage for enhanced customer satisfaction.Problem-Solving & Collaboration: Identified and addressed client pain points in collaboration with the Product Team, fostering cross-functional collaboration to ensure seamless client service.Process Improvement & Automation: Streamlined operations with minimal resources, resulting in reduced departmental costs and improved efficiency. Implemented automation to reports, slashing generation time from 5-6 business days to just 2 days. Weekly/Monthly meetings with clients to ensure client adoption and satisfaction. Guided clients on maximising the usage of the platformMonthly/Weekly Reports : Generated weekly/monthly reports and presented to gauge and evaluate the client’s performance Show less

• Worked as a Presales Manager for E-testing solutions provider• Worked with the Tendering Team to submit bids through E Tendering platforms like Gem portal and helped in collecting relevant documents• Ensuring that the existing clients are taken care of so that repetitive business is acquired• Liaising with clients to ensure there are no outstanding invoices and all the payments are made on time • Chasing clients for Earnest Money Deposit paid during tender filing… Show more • Worked as a Presales Manager for E-testing solutions provider• Worked with the Tendering Team to submit bids through E Tendering platforms like Gem portal and helped in collecting relevant documents• Ensuring that the existing clients are taken care of so that repetitive business is acquired• Liaising with clients to ensure there are no outstanding invoices and all the payments are made on time • Chasing clients for Earnest Money Deposit paid during tender filing process• Travelling across India to meet the clients face to face and build a rapport with them making them feel comfortable enough • Liaising with different teams like Project Management, Accounts, Tender Team, Pre-Sales and Sales Team, Operations team to acquiring the desired data for sending relevant reports to the Management • Being an important part of the management team and ensuring all the projects are well executed and all the payments are made on time • Daily reporting to the Management team on the revenue generated by the company • Finding and sourcing vendors for various client engagement activities • Negotiating with vendors to get the right commodities for the right price • Client onboarding • Being a part of the sales team and ensuring the revenue targets are achieved for the month, quarter and year Show less

• Setting up targets, SOP & SLA and maintaining CTQ (Critical to Quality) / CTP (Critical to Process) targets• Designing dashboards for operations; monitoring resolution closures and case aging to ensure timely resolution• Mapping business requirements and coordinating in developing and implementing processes in line with guidelines• Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction… Show more • Setting up targets, SOP & SLA and maintaining CTQ (Critical to Quality) / CTP (Critical to Process) targets• Designing dashboards for operations; monitoring resolution closures and case aging to ensure timely resolution• Mapping business requirements and coordinating in developing and implementing processes in line with guidelines• Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level• Conducting internal process audits & process reviews for ensuring strict adherence to the process parameters/ systems as per defined guidelines• Identifying and implementing strategies for building team effectiveness by promoting a spirit of cooperation between team members• Recruiting teams and determining training needs of employees to enhance their operational efficiency leading to increased productivity • Resolving any systems issues that any team members face during regular operation hours; setting up systems for new hires• Addressing escalations from team members for any technical/ non-technical issues • Organizing on Job Training for the new hires and assisting/ grooming them into the culture and best practices which will help them with their future tenure in the company Show less

. Core sales profile. Achieving targets on monthly and quarterly basis. Up-selling and cross- selling to existing clients. Business development by managing clients, on boarding new clients, build rapport, sell services, maintaining good professional relationships which benefit the business in overall. Meeting prospects . Lead generation from different social media platforms and through cold calling. Working on entire sales cycles from Lead generation, qualifying… Show more . Core sales profile. Achieving targets on monthly and quarterly basis. Up-selling and cross- selling to existing clients. Business development by managing clients, on boarding new clients, build rapport, sell services, maintaining good professional relationships which benefit the business in overall. Meeting prospects . Lead generation from different social media platforms and through cold calling. Working on entire sales cycles from Lead generation, qualifying, sourcing to closure Show less

• Worked for a pilot process for one of the top travel companies in India which targeted mainly the South East Asian Holiday vacations• Assisted in set-up processes and procedures to ensure the process runs smooth with 100% quality• Managed customer escalations, interacted with the clients for on-ground escalations, liaised with the Client Escalations Department to ensure smoother and swift resolution to customers• Organized regular sessions to observe individual performance and… Show more • Worked for a pilot process for one of the top travel companies in India which targeted mainly the South East Asian Holiday vacations• Assisted in set-up processes and procedures to ensure the process runs smooth with 100% quality• Managed customer escalations, interacted with the clients for on-ground escalations, liaised with the Client Escalations Department to ensure smoother and swift resolution to customers• Organized regular sessions to observe individual performance and provided honest feedback through one• Persistently challenged the team to set a higher standard and drove continuous improvement to build talent pipeline by identifying staff with high potential for succession• Encouraged team members to own first resolution of service issues and provide the vital coaching; drove risk-taking and empowerment within the agreed process and standards to customer needs• Examined metrics and any issues that could affect achievement of service levels immediately• Analyzed performance management data, and identified opportunities to further drive card member satisfaction, collection metrics, service levels, average time, profitability and schedule adherence• Initiated process improvements by identifying service delivery gaps, offered solutions and implemented ideas to enhance Client's services• Investigated skills and identified individual strengths and opportunities to develop action plans• Planned and prepared for daily coaching activities to develop and motivate individuals• Communicated the current state of the business regularly and helped team to understand departmental priorities and the impact of these on their role• Led operations of the team, maintained SLAs at all time, managed breaks and attendance of the team to ensure 100% compliance to SLA• transferred to a different LOB which was a US based software company which had major clients working particularly in the Renewable energy sector. I handled a team of 10 Diligent analysts Show less

• Supervised UK customers via chat and email support • Dealt with customer escalations and resolved customer issues • Ensured that the monthly and quarterly quality targets are met with 90% compliance and an average AHT within 7 minutes, 97% and above of NPS