Outplay

Customer Success Manager

Synup

Always approachable for any issues with the SaaS based software.

Implemented extensive triaging process for Synup support team and created L1 & L2 process SOP’s.

Implemented Customer support process by introducing SLA’s, Satisfaction survey, post call rating and proactive touch base with new clientele 

Worked as a stand in Customer Success Manager in absence of CSM’s to take care of Indian book of business for a short time, currently handling a small BoB as well.

Interacted daily with Engineering & product to provide client feedback regarding the product & how to enhance it the best way possible to provide users best & seamless experience. 

Trained Support & CSM personnel regarding the product and process in Synup.

Client Services

Urban Ladder

Providing Voice & Email support to B2B & B2C clients.

Proactively getting in touch with clients & going an extra mile to resolve their issues which helped in Customer satisfaction & Retention to the brand and in turn was able to increase NPS score and establish a benchmark.

Handling AHT, Headcount, breaks and escalations to achieve the specified targets at the least or better results.
Working with Sourcing, Marketing, Logistics departments personally to provide client feedback regarding the products.

Client Services Associate

Life takes you through everything and it's a great journey. 

I'm extremely self motivated and love doing what I do, always approachable for any help needed and always happy to help :) 

I believe in doing good and hope good things happen to people I love.

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