Customer Service Support

SHAMSHUN NISHA

PROFILE SUMMARY

SKILLS / EXPERTISE

PROFESSIONAL

EXPERIENCE

EDUCATION

As a Customer Service Manager with 8+ years of relevant work experience, I have developed a strong understanding of customer support and customer success in a SaaS platform. I possess excellent knowledge of digital products and support tools on the market, including CRM. I can develop and maintain customer profiles to prevent customer churn and monitor customer support tickets/issues and take appropriate action as needed.

• Salesforce CRM / SAP / SaaS

• Customer Service / Management

• People management / Operations Metrics

• Project Management

• Sales Operations & Reporting

• Customer Satisfaction and Retention

Customer Service Manager (November 2014 - Present) Merck Life Science (Sigma Aldrich Merck, - Bangalore, India)

• Strategize and implement best practises for customer success, as well as create and update customer support content, with input from the creative team.

• Build partnerships as a thought leader and strategic advisor to guarantee the long-term success of our offerings.

• Manage User requests in his or her area of expertise with a high level of quality and precision.

• To follow up on the delivery of our product within our internal team and ensuring timely updates to our valued customers.

• Create and update client records to reduce customer attrition.

• Help drive sales and collaborate with marketing and sales to impress clients.

• Create new procedures and guidelines to enhance existing customer success efforts.

• Coordinate product success across teams by facilitating customer workshops.

• Take part in the creation, rollout, and evaluation of customer-focused initiatives.

• Ability to track key performance indicators (KPIs) within its purview and foresee issues with specific requests.

• Improving User Happiness through Comprehensive Scope Analysis and Project Management.

• Focusing on one aspect (commercial, individual, geographical) of user support allows you to become an expert in your field and a vital operational resource. Address: Arekere, Bangalore, Karnataka India - 560076 Mobile: +91-974******* Email: ad5x7v@r.postjobfree.com www.linkedin.com/in/shamshun-nisha Masters in Business Administration (MBA in Marketing & Finance) (2008) ICFAI University

Post Graduate Diploma in Finance (PGDFM) (2006)

Ravishanker Shukla University

Bachelors of Commerce (B.Com) (2005)

Ravishanker Shukla University

Customer Service Manager

Customer Support - Lead ( April 2008 - October 2014) HP Global Business Operations (Hewlett Packard - Bangalore, India) 6 years (3.5 yrs in Order Management and 3 yrs Internal Quality Control) The job involves understanding and developing the process of Order Management, also acting as an interface between business and partners in order provide the best service in the optimum time period. The work profile essentially includes working on SAP R/3.

Maintaining Turnaround Time (TAT) at 100%, Efficiency at 95%. Maintaining Accuracy at 100% and keeping the Sigma score Intact. Timely CAPA Updating & analysis of these defects and implementing corrective action.

Pre-Sales activities: Giving information to the partner regarding availability of the products, HP prices, contractual discount and partner queries. Sales: Creating sales order with reference to quotation as per the customer requirements and also responsible for manually entering the orders in appropriate tool for partners which are ordered through fax communication. Post Sales: Creation of delivery note and following up on the shipment activities such as picking, packing, post goods issue of the products ordered. Quality Control roles and responsibilities :

Main Objective in QC team is to avoid the customer escalations. In addition to that, publishing monthly metrics, accounting rates. Worked on reports (Daily metrics, Updating share drive) Address: Arekere, Bangalore, Karnataka India - 560076 Mobile: +91-974******* Email: ad5x7v@r.postjobfree.com www.linkedin.com/in/shamshun-nisha PROJECTS

ACHIEVEMENTS

TrackWise Digital Complaint Management (Salesforce CRM) Increases customer satisfaction by ensuring that complaints are investigated and responded to in a timely manner.

Training Management & Delivery

Leading a learning-based APAC project that helps people improve their competency through classroom training and online courses, while liaising with a wide range of stakeholders to ensure the project's smooth execution. Awards: Recognized with Performance Awards 7 Years in a row. Recognition: Appreciations from clients for prompt action on ad hoc requests. Earned highest marks for customer satisfaction, company-wide. Customer Service Manager

SHAMSHUN NISHA

Contact this candidate