Customer Experience Manager

Location
India
Rate, USD
$12 / hour
Work schedule
Full Time,
Language skills
English
Available for Hire
Yes
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About me

Hi,

Hope you are doing well!

Currently, I’m working at BYJU’s (World’s Highest Valued Edtech startup!) as Retention Manager – Customer Success. I have a total experience of 6+ years out of which I’ve been managing high impact teams for more than 3 years within a multicultural environment.

I am confident that my skills and knowledge make me a valuable asset for your team. I have the ability to handle challenging tasks and the experience to handle customer acquisition and retention. I have the ability to understand customer needs and provide solutions. I always strive to exceed customer expectations and ensure customer satisfaction.

I am passionate about working with customers and building long-term relationships. I have a proven track record of driving retention, increasing customer satisfaction scores, and providing exceptional customer service. I am confident that I can help your organization grow and achieve success.

I would love the opportunity to discuss this role further and learn more about your company. Please don’t hesitate to reach out with any questions or to schedule a call. I look forward to hearing from you soon.


Professional area



Education

2021-01 - 2023-01 MBA: Marketing @ IGNOU - Delhi
2012-06 - 2016-06 Bachelors of Technology: Information Technology @ Marwadi University - Rajkot

Experience

2019-09 - Current Manager - Customer Experience @ BYJU'S, Bangalore, KN

– Looked after team of 22 product specialist responsible for customer retention and monthly revenue target of INR 120 million.
– Led social media escalation program enabling resolution of over 2500+ social media escalations monthly, provided appropriate solutions and alternatives within appropriate timeframe of 60 minutes and followed up to achieve
resolution.
– Improved conversion from 12% to 30% by supervising daily operations and sales functions to maximize revenue, customer satisfaction and employee
productivity.
– Reduced TAT from 3 hours to 1 hour by optimizing team’s SOPs and tracking follow-ups.
– Team made 15000+ retention calls monthly to existing and new customers for business growth.
– Tracked pipeline data, won vs. lost opportunities and lead response times with Salesforce CRM.
– Hired employees across multiple levels in organization.
– Collaborated with leadership and business team to manage stakeholder communication, process changes and escalations.
– Implemented employee incentive programs to promote positive work culture and increase employee performance and retention.
– Audited and reviewed team’s input metrics to highlight week-on-week improvement.
– Reviewed customer requests & concerns and assigned appropriate resources within the team to improve all aspects of the customer experience with organization.
– Optimized existing processes within the company and actively enhanced all customer success initiatives.

2016-03 - 2019-09 Associate - Business Development @ BYJU'S, Bangalore, KN

– Constantly achieved revenue target of INR 1 million monthly with average ticket size of INR 40k.
– Onboarded 25+ paid users monthly through acquisition campaigns like App downloads, live chat and inbounds.
– Identified and pursued valuable business opportunities to generate new company revenue and improve bottom line profit by 70% every year.
– Kept meticulous client notes and updated account information in company databases under sales CRM – LeadSquared.
– Translated customer needs into solution requirements using powerful value propositions and negotiation skills.


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