Experience

• 

  SmatBot - AI Chatbot Solutions

  • India
  • Information Technology & Services
  • 1 - 100 Employee

  • Head of Client Management

    • Feb 2024 - Present

  • Senior Manager-Customer Success

    • Apr 2021 - Present

  • Customer Success Manager

    • Apr 2021 - Apr 2022

    - Lead and mentored a team that resulted in increased client confidence by 90% and increased the responsiveness by 80% in resolving an issue and lead generation through live chat increased by 5%.- Onboarded a total of 60 clients with an increased client satisfaction rate of 98%- Researched the requirement for a few prominent clients and helped the sales team with the deal closure.- Resolved the client issues with a 99% success rate using Zoho Desk with less than 1 hrs of TAT in resolutions. - Assisting the technical team with the client/ Market requirements in a roadmap using Click-Up and Trello.- Maintain the code of conduct. Constantly delivering value to the team. - Identified the growth metrics like Customer Retention Rate, MRR/ YRR, ARPU, and Churn Rate.- Weekly reports and suggestions for the Management.

• 

  ByteQuark Solutions

  • United States

  • Manager, Customer Success

    • Apr 2021 - Present
    • United States

• 

  CommonFloor.com

  • Bengaluru Area, India

  • Key Account Manager

    • Aug 2018 - Oct 2019
    • Bengaluru Area, India

    - Maintained consistency in meeting 7 Clients/ day.- Keeping the information simple during the onboarding process reduced the time by 3 Man days. - Took the first-mover advantage in acquiring the new Builders and Developers with a pipeline valued >Rs. 40 Lakhs and generated a recurring Business no less than Rs 3 Lakhs.- The customer satisfaction rate increased by 70% (Most of the leads were self-sourced) - Experienced in working with CRM & MS-office.

• 

  Simplilearn

  • India

  • Inside Sales Manager

    • Oct 2016 - Dec 2017
    • India

    - Generated demand for a new category and Increased the conversions rate by 200%.- Set a record of making 80+ connected calls a day with a talk time of 3hrs 30mins- Mapping the requirements and strong follow-ups leading to conversion of B2C2B (Corporate enrollments).- Managed tough negotiations with customers during the closure.- Performed competition analysis for strategy formulation internally supporting the management.- Improved internal processes by obtaining feedback from existing customers resulting in reduced refund claims by 3%- Maintaining a great rapport with team members and helping them in achieving their objectives and the team as a whole.

• 

  Amara Raja Group

  • Tirupati Area, India

  • Operations Intern

    • May 2015 - Jun 2015
    • Tirupati Area, India

    My project undergoes 3 major areas where the organization could be more cost-effective and ensures a better supply chain to add value to its customers. They are as follows: - Vendor evaluation (Raw materials procurement)- Time & Motion study (Operators productivity)- Designed a new process flow (Using Auto-cad 2013 to make the process flow smoother)

• 

  BHEL

  • Hyderabad Area, India

  • INTERNSHIP

    • 2012 - 2012
    • Hyderabad Area, India

• 

  VISAKHAPATNAM STEEL PLANT

  • Summer Training

    • Jul 2011 - Jul 2011