Client servicing manager, customer success manager, account manager

NIDHI

CHATURVEDI

PROFESSIONAL SUMMARY

An adept individual with more than 3 years of experience with excellent client oversight, issue resolution and relationship- building expertise. Solid team player with an outgoing, positive demeanour and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success.

WORK HISTORY

Customer Success Manager/Account Manager, 09/2019 to 09/2020

Konnect Insights, Delhi, India

• Handling the new client on-boarding process and managing clients such as Grofers, MG Motors, RepIndia, HCL, GMR, Suzuki Motorcycles, Max Healthcare, Kaff, Mother Dairy, Cogdigital, VLCC, Organic Harvest, Social Booth, Interactive Avenues, Webenza, Drizzlin, Vermmilion and many more.

• Understanding the client’s needs and customizing existing business programs to meet their needs.

• Expansions and upgrades are to be guided to the client while managing their accounts.

• Conduct periodic health checks of all accounts and ensure that best practices have been followed.

• Schedule regular meetings discussions, teleconferences and visit client offices to strengthen relationships.

• Maintaining up-to-date knowledge about the company's products and services.

• SPOC for all accounts I manage and ensuring that client requests are being handled timely and accurately.

• Facilitate training on regular updates and new feature additions to the platform.

• Developing and implementing new strategies to improve client Phone : 971*******

Email :

******.**************@*****.**

m

SKILLS

• Onboarding and training

• Relationship building and

management

• Expertise in retaining and

managing the client

• Brand Management

• Social Media Management

• Well versed with ORM/CRM

tools

• Strong written and verbal

communication

• Taking ownership of problems

and seeing them through

satisfaction.

• Studying the competition to find new ways to retain clients.

• Collaborate with internal teams (e.g. sales, tech and development) to address clients' needs.

• Liaison between the client and the support team.

• Playing an integral part in generating new sales for the company.

• Build and maintain a healthy customer relationship and help them through renewals.

• Promote client retention and identify opportunities to build existing relationships through exceptional customer service.

Social Media Associate, Support Executive, and a Trainer, 07/2017 to 08/2019

OneDirect, Delhi, India

• Full understanding of the brand's processes, SOP and KB.

• Maintaining the fulfillment of the brand's objectives by maintaining the TAT (Turn Around Time), providing

personalized customer support, implementing the newly added process (if any) on an immediate basis and doing the proper escalations.

• Helping out the colleagues in order to bring more efficiency to reach the daily objectives and in turn fulfilling the overall objectives.

• Motivating the fellow team-mates to bring about a change in their canned responses, if need be.

• Worked as a 'single organism' along with the other team- mates.

• Key to success is time management, having a fair idea of what the allotted work would take to complete and fulfilling it as close and earliest to the deadline set by yourself which in turn helps in getting the job done on time.

• Setting up the priority and adhering to the plan of action.

• Providing suggestions to improve the efficiency of the process.

• Regularly doing a quality check and working on the feedback received during the feedback sessions and the team meets.

• Reporting using the OD Cloud Tool and MS Office for the respective brand I work for.

• SPOC for all the clients I manage and have closely handled the accounts of PVR Cinemas, Voltas, Daikin, Hitachi, and Dish TV.

• Maintaining a professional aptitude for the job.

• Following the orders of my managers and undertaking initiatives on my own understanding as well, when it calls for it.

• Having a positive attitude throughout.

EDUCATION

MA, English, 12/2017

IGNOU - New Delhi, India

BA (Hons), English, 06/2015

Ramanujan College (Delhi University) - New Delhi, India ADDITIONAL INFORMATION

Mailing Address: House No. B-232, 2nd Floor, Green Field Colony, Near Gate No. 4, Faridabad, Haryana.

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