Shaarmina Nair Email & Phone Number

- Client Relationship Management: Builds and nurtures strong relationships with customers, ensuring their needs are understood and met.- Customer Feedback and Insights: Gathers and analyzes feedback to improve services and enhance customer satisfaction.-Engagement Strategy Development: Creates and implements engagement strategies to boost customer loyalty and retention.-Cross-Department Collaboration: Works closely with sales, marketing, and product teams to align customer experiences with business goals.

Petaling Jaya, Selangor, Malaysia

•Developed and implemented a comprehensive onboarding process for new customers, resulting in a 30% decrease in time to onboard and a 20% increase in customer satisfaction scores.• Analyzed customer data and identified key trends to create personalized retention campaigns, leading to a 10% increase in customer retention rates.• Implemented proactive churn management strategies, resulting in a 15% reduction in churn rate and saving the company $250,000 annually.•I take pride in onboarding customers and managing the churn rate as this is where I shine my best.

Malaysia

• Analyzed and audited multiple company accounts, resulting in identifying RM100,000 in cost savings through expense reductions and process improvements.• Managed the reconciliation process for multiple company accounts, ensuring a 98% accuracy rate and minimizing discrepancies.

Malaysia

• Resolved customer inquiries by email, live chat, and phone with a 95% customer satisfaction rate, resulting in improved customer retention and loyalty.• Managed and prioritized an average of 100 customer cases per day across multiple regions, ensuring timely resolution and a <4-hour response time.• Collaborated with cross-functional teams to identify common customer pain points and implemented proactive solutions, reducing incoming support requests by 20%.

Malaysia

• Developed and executed a comprehensive business plan for the e-commerce startup, resulting in a projected annual revenue increase of RM120 thousand within the first year.• Implemented effective project management strategies, leading a cross-functional team to successfully launch the e-commerce platform on time and within budget, resulting in a 98% customer satisfaction rate.• Analyzed market trends and conducted competitor research to identify new product opportunities, leading to the development of three innovative products that generated RM 5 million in additional revenue.

Malaysia

This was my first part-time job as a student with no working experience at all by beginning in this platform it gave me knowledge on how a food delivery company works internally and externally.