As a Prince2 Agile Certified Professional with a strong background in project management, customer success, and account management, I bring a unique blend of skills and expertise to drive successful project delivery and ensure customer satisfaction. With a focus on aligning individual user stories and feedback loops, I consistently achieve targeted business objectives.
My leadership, organizational, and communication skills enable me to effectively manage the entire customer lifecycle, from onboarding to renewal. By utilizing Agile project management techniques, I ensure projects are completed on time and within budget, while also fostering strong relationships with customers.
Throughout my career, I have excelled in providing exceptional customer service, resolving issues promptly, and advocating for customers within the organization. I have a proven track record of driving revenue growth and customer retention by developing account plans and strategies aligned with PRINCE2 and Agile delivery methods.
With certifications in PRINCE2 Agile, Scrum Master, and PMI ACP, I possess a solid foundation in agile principles and practices, and I continuously seek opportunities to stay updated with industry best practices.
In summary, I am a highly motivated and skilled professional, committed to delivering quality improvements and achieving project success. I am excited to leverage my expertise in customer success and agile project management to contribute to challenging projects and make a significant impact.
I am a Prince2 Agile Certified Professional driving projects from assessing baseline-Business Case to complete delivery cycle. I have consistently delivered projects by aligning individual user stories, feedback loop to achieve the targeted business objectives.
I possess strong leadership, influence, organizational, communication, interpersonal, and teamwork skills. As a natural problem-solver with an analytical and technical troubleshooting mindset, I am committed to seeking and creating quality improvements to existing processes.
My core competencies include Customer Success, Project Management Life Cycle, Deployment and Training, Customer service, Service Level Agreements, and People Management.
Skills: Customer Service Management · Account Management · Service Delivery · Customer Relationship Management (CRM) · Customer Facing Roles · Upselling · Customer Success · Project Management · Team Management · Customer Service · Microsoft Excel · Customer Relations · Microsoft Office · Payment Industry · Payment Card Processing · Software as a Service (SaaS)
1. Senior Area Manager - Account Management
Ezetap by Razorpay
May 2022 – Feb 2023 (9 months)
• Develop and maintain strong relationships with customers, acting as their primary point of contact. Understand customer needs and goals and provide tailored solutions to meet those needs.
• Manage the entire customer life cycle, from on-boarding to renewal, using Agile project management techniques to ensure projects are completed on time and within budget.
• Collaborate with cross-functional teams, including sales, marketing, and product development, to ensure customer success and satisfaction.
• Use a variety of communication channels, including email, phone, and in-person meetings, to communicate with customers and provide timely updates.
• Develop account plans and strategies aligned with PRINCE2 and Agile delivery methods to drive revenue growth and customer retention.
• Conduct regular business reviews with customers to review progress against KPIs and identify opportunities for improvement.
• Ensure customer satisfaction by managing customer expectations, resolving issues in a timely manner, and providing exceptional customer service.
• Act as a customer advocate within the company, ensuring that customer feedback is communicated to relevant stakeholders.
• Continuously monitor and evaluate customer satisfaction levels and develop strategies to improve customer satisfaction and retention.
Manager – Customer Success
Ezetap by Razorpay
Feb 2017 – May 2022 (5 yrs 3 months)
• On-boarding new customers and guiding them through the implementation process.
• Building and maintaining strong relationships with customers, acting as their primary point of contact.
• Conducting regular check-ins with customers to review progress against KPIs and identify opportunities for improvement.
• Providing training and support to customers to ensure they are getting the most out of the product or service.
• Responding to customer inquiries and issues in a timely manner, and providing exceptional customer service.
• Advocating for customers within the company, ensuring that customer feedback is communicated to relevant stakeholders.
• Identifying opportunities for upselling or cross-selling additional products or services to existing customers.
• Ensuring customer satisfaction and retention by managing customer expectations, resolving issues, and providing exceptional customer service.On-boarding new customers and guiding them through the implementation process.
• Building and maintaining strong relationships with customers, acting as their primary point of contact. Conducting regular check-ins with customers to review progress against KPIs and identify opportunities for improvement.
• Providing training and support to customers to ensure they are getting the most out of the product or service. Responding to customer inquiries and issues in a timely manner, and providing exceptional customer service.
• Advocating for customers within the company, ensuring that customer feedback is communicated to relevant stakeholders.
• Identifying opportunities for upselling or cross-selling additional products or services to existing customers.
2. BDM - Urban Food and Groceries
Apr 2016 - Feb 2017 (11 months)
Conducted primary and secondary research to collect data and information on customer needs, market trends, and competitor analysis.
Analyzed research findings and presented insights in a clear and concise manner. Collaborated with stakeholders to identify research objectives and determine key performance indicators (KPIs).
Used a variety of research methods such as surveys, focus groups, interviews, and observation to gather data.
Worked with cross-functional teams to integrate research insights into product development, marketing, and sales strategies.
Managed multiple projects simultaneously, using Agile project management techniques to ensure projects are completed on time and within budget.
Developed and maintained strong relationships with internal and external stakeholders.
3. Sales and customer service Team Manager Concentrix
Dec 2013 - Dec 2015 (2 yrs 1 month)
As a Team Leader I oversaw three different departments within HP's online shopping division in India. I was responsible for managing and coordinating the activities of the inbound sales, outbound sales, and email desk teams.
Responsibilities:
Inbound Sales Engine:
• Lead and supervise the inbound sales team handling customer calls related to HP's products, including laptops, desktops, printers, and accessories.
• Ensure prompt and accurate responses to customer inquiries, provide product information, assisting with online purchases, and resolving any issues or concerns.
• Monitor call quality, adherence to sales processes, and customer satisfaction levels.
• Collaborate with other teams to address customer complaints, facilitate returns or exchanges, and resolve escalated issues.
•
Hunting and Farming Team:
• Manage the outbound sales team responsible for prospecting and engaging with SMBs/PSUs interested in purchasing bulk quantities of HP's business laptops, desktops, and printers.
• Develop effective sales strategies and campaigns to generate leads, meet sales targets, and drive revenue growth.
• Provide guidance and support to team members to enhance their sales skills, product knowledge, and customer relationship management abilities.
• Monitor lead conversion rates, sales performance, and sales pipeline management.
Email Desk:
• Oversee the email desk team handling customer emails within defined response time frames (TAT).
• Ensure timely and accurate responses to customer inquiries, troubleshooting requests, and product information queries.
• Coordinate with various departments and teams to resolve customer issues and provide comprehensive solutions.
• Manage email escalations and ensure prompt resolution to maintain customer satisfaction.
• Identify process improvements to enhance efficiency and productivity in handling customer emails.
• Track and report on email response metrics, customer feedback, and team performance.
One of my greatest passions is working out every day, as it allows me to stay physically fit and mentally refreshed. Engaging in various forms of exercise not only energizes me but also helps me maintain a healthy lifestyle. Whether it's hitting the gym, practicing yoga, or going for a run outdoors, I enjoy pushing my limits and achieving new personal goals. The feeling of strength and accomplishment after a workout is truly exhilarating.
Another hobby that brings immense joy to my life is spending quality time with my beloved dog. Nothing compares to the unconditional love and companionship that a furry friend provides. I cherish moments playing fetch, teaching new tricks, and simply cuddling with my dog. Taking him on long walks is not just a routine but an opportunity to explore nature, enjoy fresh air, and bond with my loyal companion. When I'm not breaking a sweat or sharing precious moments with my dog, I find solace in riding my motorcycle. The freedom and thrill of biking through scenic routes and exploring new trails is both invigorating and relaxing. It allows me to connect with nature and really be at peace with myself.
All of these hobbies of mine bring immense fulfilment, balance, and joy to my life. They not only nourish my body and mind but also provide an avenue for exploration, connection, and personal growth.
