Customer Success Manager

SONAL JAIN

E-mail: ***.*****@*****.*** DOB: **th April’1986 Marital Status : Married

Present Address: ***-*, ****** *****, ****** Point, Panch Pakhadi, Thane (West),

Mumbai-400602, Maharashtra

Objective

To

Profession Summary

My 10years of experience in the Marketing Technology space revolves around different functions right from Tech support, Customer On-boarding to currently heading the Email Deliverability team & driving the Email business for Netcore.

In the last few years we have seen a 3X growth in the revenues and currently send more than 7Billion+ Emails per month with an Inbox Placement rate of 95% which makes our team a part of the Top 5 Email Deliverability teams in the World.

Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements.

Highlights

Helped build the best Email Marketing platform

Understanding Customer Requirements

Handled top 100 clients delivery across the APAC region with 95%+ Inbox Placement Rate

Driving revenue Growth from Existing customers

Guiding team on Email deliverability

Building Safe and strong infra for our clients

Brands Email Study and Build Strategy

Brands Data Study

Skills

Data Analysis

Good Business Sense

Resiliency

Competitors and Market analysis

Digital marketing

Strategic planning

Fact checking

Campaign management

WORK HISTORY:

Total Work Experience: 10 Years - Netcore Solutions Pvt. Ltd.

Email Delivery Architect (04/2018-2019)

Netcore Solutions-Mumbai, MH

Heading The Email Deliverability team and managing Email Inbox Delivery for more than 7million emails sent by brands across India & SEA. Also driving Email Business for India and SEA as a market to scale Revenues from Existing and New clients.

Developed team communications and information for meetings.

Monitored online sources for industry trends.

Supervised in providing excellent customer service to callers requiring assistance for issues.

Email Deliverability Consultant - Lead (04/2015-03/2018)

Netcore Solutions-Mumbai, MH

Growth of 10 clients every quarter

Handle Email Infra and assure over all Inbox Placement maintain above 80%

Worked on Power MTA and Postfix with more than 1000 ips and 100 domains to establish stable infra

Client coordination

Provided exceptional service and support to every customer.

Completed performance evaluations and recommended improvement plans.

Coached team members in strategies for improving performance and maintaining compliance.

Identified strategic business opportunities.

Conducted experiments to test new or alternate processes.

Email Deliverability Consultant (04/2013-03/2015)

Netcore Solutions-Mumbai, MH

Handle more than 50 top clients and maintain Inbox Placement rates

Worked on Power MTA and Postfix with more than 1000 ips and 100 domains to establish stable infra

Closely worked with Anti spam teams of MSP and connected with them when we see chagne in algorithms of filters

Customer Service Lead (04/2012-03/2013)

Netcore Solutions-Mumbai, MH

Product Testing

Guide team of 6 members

Training cross teams

Test Brands campaigns with Major MSP’s and assured smooth email delivery

Mysql and Postfix

Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.

Helped operators handle incoming calls and managed escalated needs with targeted resolutions.

Coached new telephone agents on service techniques and provided solutions.

Resolved customer service issues using company processes and policies and provided updates to customers.

Identified opportunities to streamline processes by targeting areas of inefficiency and implementing improvements.

Greeted all customers in warm manner and utilized active listening skills to determine assistance required.

Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.

Planned schedules and workflows based on expected customer demands.

Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.

Customer Service Executive, (11/2009-03/2012)

Netcore Solutions-Mumbai, MH

Demo of the product to client over call and onsite.

Resolving product level and technical issues

Handled Clients - Intoday, Ibibo, ABP, Value Research, Naukri, Network18

Evaluated interactions between associates and customers to assess personnel performance and customer satisfaction.

Explained online self-help options to customers to promote additional and after-hours support choices.

Described product and service details to customers to provide information on benefits and advantages.

Education:

B.E. -2008

Rajasthan College of Engineering For Women, Jaipur, Rajasthan

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