Client Success Manager

CLIENT SUCCESS MANAGER

NANDA AMBOLI

EDUCATION

INTERNSHIPS/PRACTICAL EXPERIENCE

Results-driven insurance professional with 4+ years of hands-on experience in client success management, backend agency operations for US P&C insurers, and high-volume customer service.

Proven track record at InsuredMine guiding agencies through CRM onboarding/training/migrations from Applied Epic, AMS360, QQCatalyst,etc. optimizing workflows (pipelines, automation, reporting, integrations), monitoring adoption/KPIs, and collaborating cross-functionally for upsell/ROI insights. Excelled in transaction processing (Renewals, Claims, Endorsements, New Business, Audits, Cancellations, Quoting, COIs/EOIs) at Marble Box using OneEpic/Outlook/MS Teams/Excel,etc. plus chat-based issue resolution at Teleperformance. Seeking a growth- focused role to deploy technical expertise, relationship-building, and data-driven strategies, maximizing agency efficiency, client retention, and organizational success in a challenging, trust- based environment.

Phone: Email: Address:

+91-907******* ***************@*****.*** 143/135-E, Picnic Garden Road, Tiljala Kolkata 700039 West Bengal India

Higher Secondary Education

West Bengal Council of Higher Secondary Education

Jul 2018 - Aug 2020

72%

Client Success Manager InsuredMine Mar, 2025 - Present Drive maximum ROI for insurance agencies by owning the full client lifecycle—from seamless onboarding and hands-on training to proactive account management and growth acceleration. Lead smooth CRM implementations, delivering expert training on pipelines, automation, reporting, and integrations; expertly guide migrations from legacy systems like Applied Epic, AMS360, QQCatalyst, etc. for zero-disruption transitions. Serve as trusted strategic partner, championing best practices to boost efficiency and goal attainment; monitor usage metrics, intervene on adoption dips, and roll out feature updates to fuel continuous optimization.

Partner cross-functionally with Support, Sales, and Product teams to resolve issues rapidly, capture feedback, uncover upsell/cross-sell opportunities, and deliver KPI-driven insights proving tangible ROI and workflow enhancements.

Secondary Education

West Bengal Board of Secondary Education

Jan 2017 - Jun 2018

78%

Customer Focus: Prioritizing client success by delivering personalized solutions and measurable ROI (CSM/CSE).

Team Leadership & Fostering Collaboration: Managing teams, providing training, and cross-functional partnering for optimal outcomes (CSM/VA). Analytical Problem-Solving: Conducting statistical analysis, identifying process gaps, and driving data-backed improvements (Process Associate/CSM). Thoroughness & Attention to Detail: Ensuring accuracy in high-volume transactions

(Renewals/Claims) and compliance-heavy workflows.

KEY COMPETENCY

Delivered exceptional chat-based customer support, providing accurate information, swiftly resolving issues, and consistently achieving high satisfaction ratings through proactive engagement.

Expertly managed high-volume customer complaints, delivering tailored solutions and alternatives within strict timeframes, with diligent follow-up to ensure complete resolution and lasting trust.

Addressed diverse customer inquiries and concerns via real-time chat, fostering positive experiences and turning potential challenges into loyalty-building opportunities. Delivered critical backend data support for US insurance agencies, expertly processing high- volume transactions including Renewals, Claims, Endorsements, New Business, Audits, Cancellations, Quoting, COIs, and EOIs, etc.

Managed seamless stakeholder communications via email with clients, account managers, mortgage companies, and insureds, ensuring accuracy, compliance, and timely resolutions. Leveraged a robust tech stack Outlook, OneEpic, MS Teams, Excel, Word, insurance portals, LastPass, and Adobe to streamline workflows, maintain data integrity, and drive operational efficiency.

Process Associate MarbleBox Solution LLP Sep, 2022 - Feb, 2025 Customer Service Executive Teleperformance May, 2021 - May, 2022 Core Competencies

Technical & Professional Skills

Insurance Domain Expertise: Proficient in CRM (InsuredMine), agency systems

(Applied Epic, AMS360, QQCatalyst), and transactions (Endorsements, COIs, Audits). Communication Mastery: Persuasive chat/email interactions, proactive client updates, and stakeholder management across all roles. Adaptability & Process Optimization: Seamless system migrations, issue resolution under time pressure, and workflow enhancements.

Microsoft Office Suite: Advanced Excel (KPIs/reporting), Word, Outlook, MS Teams, plus OneEpic, LastPass, Adobe.

SKILLS

Customer focus

Adaptability and Flexibility.

Legal Research Methodologies

Attention to detail.

Fostering Teamwork.

Interpersonal Skills.

Persuasive Communication.

Strong analytical skills.

Problem solving abilities

Team supervision, daily reporting,

onboarding new hires

Management skills.

A great team worker.

Good communication skills.

Proficient in Microsoft office programs,

especially Excel, Word, Outlook and MS

Teams.

CRM training, adoption monitoring, ROI

analytics, cross-sell strategies.

Transaction processing, email coordination,

data integrity

Real-time issue resolution, complaint

handling, satisfaction metrics

Own full client lifecycle for insurance agencies: onboarding, CRM training (pipelines, automation, integrations), AMS migrations (Applied Epic/AMS360/QQCatalyst, etc). Monitor adoption/KPIs, drive upsell/ROI insights via cross-team collaboration. Processed US P&C transactions (Renewals, Claims, COIs, etc.) using OneEpic, Outlook, Excel. Managed email communications with clients, managers, insureds. Resolved chat-based issues/complaints, ensured high satisfaction via timely solutions. Led teams to targets, trained new hires, analyzed data for process improvements, sent daily reports.

PROFESSIONAL

AFFILIATIONS

Directed high-performing team to consistently meet targets and exceed performance KPIs through strategic oversight and motivational leadership. Delivered hands-on onboarding and training to new hires, accelerating ramp-up times and ensuring rapid proficiency in operational processes.. Conducted in-depth statistical analysis of product/process data to pinpoint inefficiencies, driving targeted improvements that enhanced quality and productivity. Provided close supervision to optimize team output, resolve bottlenecks, and maintain accountability in fast-paced insurance operations. Compiled and delivered daily work progress/pending reports to management, enabling data- driven decisions and transparent tracking.

Proactively engaged clients with timely updates, strengthening relationships and ensuring alignment on deliverables and expectations.

RESPONSIBILITIES HANDLED

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