Jun 2022 – Jan 2023 · 7 mos · London, England, United Kingdom

• Managing building operations as the floor manager for a specific floor
• Proactively addressing and resolving member concerns and inquiries
• Organizing and coordinating building events for both members and enterprise accounts
• Conducting daily walkthroughs and team meetings
• Facilitating seamless move-ins and move-outs for members
• Conducting sales tours and successfully closing deals
• Reviewing and processing billing invoices
• Addressing Salesforce tickets and addressing related concerns
• Conducting monthly check-ins with members to ensure satisfaction
• Implementing service recovery and delivery strategies
• Proficient in Salesforce.com, customer success, feedback management, customer service, customer relationship management (CRM), and sales operations.

Aug 2019 – May 2020 · 9 mos · Hyderabad Area, India

• As part of the Hyderabad WeWork launch:
• Implemented member retention and engagement strategies, including monthly conversations to address concerns and meet needs
• Actively followed up on Medallia responses, assessing member ratings and addressing negative feedback
• Orchestrated and organized building events for members and enterprise accounts
• Conducted daily walkthroughs and standups for effective operations management
• Ensured smooth move-ins and move-outs for members
• Conducted orientation for new members
• Conducted sales tours and successfully closed deals
• Managed building operations, including ordering daily consumables and maintaining inventory
• Reviewed monthly invoices, followed up on late payments, and coordinated with the finance team
• Maintained Salesforce and Jira tickets, consistently following up with leads and members
• Generated leads from various sources for sales tours
• Conducted daily standup meetings with CSA's

Sep 2018 – Aug 2019 · 11 mos

• Responsible for End to End customer life cycle starting from inside sales which includes cold calling, inbound leads and self sign up from the customers to onboarding, traning and renewals
• +2 yrs experience in Sales force
• Monitoring employee productivity and motivate them to reach daily targets
• Evaluate and improve inside sales administration process
• Managing a team of sales representatives who meet sales targets through telemarketing, direct mail, and web-based sales strategies.
• Achieving sales goals by hiring and training employees and coaching them to develop their selling skills and maintain adequate sales pipelines.
• Working closely with marketing and field sales departments to maintain an understanding of the evolving market.
• Responsible to generate reports on sales metrics and suggest improvements
• Appraising performance of staff, give suggestions, reward or award punishment and offer proposals on dismissal of personnel where applicable.
• Ensuring sales pipeline consists of qualified lead generation team
• Assisting in the resolution of intra-departmental conflict among personnel's.

Jul 2016 – Sep 2018 · 2 yrs 2 mos

• Handling End to End Operations for complete Zone
• Responsible for Controlling Churn and Retention of the clients.
• Responsible for CSAT/ DSAT, RTAT, NPS scores given by clients and handling support tickets by the team.
• Responsible for the onboarding of customers and retention through out their life cycle
• Leads central account managers which is inclusive of managing performance of the team
• Coordinating with internal and external customers as necessary
• Familiarizing the team with the customer needs, specifications,targets, and necessary tools to support task performance
• Assuring that the team addresses all relevant issues within the specifications and various standards
• Provide necessary business information
• Escalating issues which cannot be resolved by the team
• Ensure the team is collaborating closely with our customers and understands their requirements and suggest appropriate solutions to their needs
• Working along with other departments to achieve company goals and visions.
• Communicating deadlines and sales goals to team members
• Conducting daily huddles to update members on Performance, Targets and Processess
• Generating and sharing comprehensive and detailed reports about team performance, mission-related objectives, and deadlines
• Providing great customer service and satisfaction , including interacting with customers, answering customer enquiries, and effectively handling customer complaints and escalations

Jan 2016 – Jun 2016 · 5 mos

• Leading a high-performing intervention team focused on customer retention
• 1. Strategising and executing initiatives to enhance the lifetime value of customer accounts by providing exceptional support and value-added services
• 2. Analysing churn patterns and identifying root causes to generate valuable insights for future retention efforts
• 3. Implementing measures to reduce customer churn and enhance retention rates
• 4. Driving customer engagement and acquisition through targeted marketing and outreach activities
• 5. Nurturing existing customer relationships through ongoing engagement and monitoring their overall health and satisfaction
• 6. Facilitating customer growth and expansion by identifying opportunities for upselling and cross-selling
• 7. Enhancing customer lifetime value through personalised strategies and continuous improvement efforts
• 8. Setting and driving goals to meet retention targets and improve overall customer satisfaction
• Providing ongoing support to customers, ensuring their needs are met and issues are resolved in a timely manner

Oct 2015 – Jan 2016 · 3 mos

• Conducting in-depth analysis of churn rates for upcoming quarters to identify trends, patterns, and potential causes.
• 2. Implementing various communication strategies to proactively address customer concerns and minimize churn.
• 3. Forecasting churn percentages for each quarter based on historical data and market trends.
• 4. Evaluating team performance on key parameters to identify areas for improvement and optimize customer retention.
• 5. Renewing existing accounts by offering enhanced service levels and pricing options to maximize customer satisfaction and loyalty.
• 6. Efficiently managing call backs and follow-ups to ensure timely resolution of customer issues and maintain strong customer relationships.
• 7. Proactively identifying customer issues, proposing effective resolutions, and escalating when necessary to ensure prompt problem-solving and customer satisfaction.
• 8. Acting as a point of escalation for critical customer issues, providing a comprehensive overview of account health and service utilization.
• 9. Identifying customer requirements, exploring opportunities for upselling and cross-selling, and demonstrating strong account management skills to drive high renewal rates.
• 10. Providing leadership and guidance to team members, ensuring equal motivation and fostering a positive work environment.
• 11. Monitoring at-risk accounts closely and collaborating with Customer Success, Support, and product engineering teams to address customer concerns and remove obstacles.
• 12. Collaborating with Account Managers to identify and capitalize on selling opportunities, leveraging comprehensive account knowledge and insights.

Feb 2015 – Nov 2015 · 9 mos

• During my tenure at Practo, I had the opportunity to contribute to the company's success by building teams focused on key business operations. One of my significant accomplishments was establishing the Inside Sales team, which operated as a fully online segment. This team was responsible for sales operations, meeting sales targets, and driving revenue.
• As a Customer Success Manager, I played a vital role in the operational aspects of the role. This included collaborating with the technology product design team to create tools and solutions that catered to the specific needs of our customers. Working closely with the Marketing team, we identified and targeted high-value leads that Sales could convert into valuable assets for the company.
• The Customer Success Manager team played a crucial role in the onboarding and training process, ensuring that all customers were fully engaged and receiving the value they expected from our products and services. Throughout the customer journey, we diligently collected and analyzed data, using insights to enhance the customer experience and provide best-in-class service.
• I firmly believe in the power of data-driven decision-making and leveraging customer insights to continually improve the customer experience. By combining operational expertise with a customer-centric approach, I strive to deliver exceptional results and drive customer success.

Feb 2014 – May 2014 · 3 mos · Bangalore

• I consider recruitment to be the backbone of any organization. The primary goal of my internship was to gain exposure to the essential recruitment processes employed in the IT industry. My responsibilities encompassed identifying job openings, assessing requirements, devising a recruitment strategy, utilizing different search engines and consultants, posting job advertisements for various positions, executing the recruitment plan, sourcing and screening applicants, creating a shortlist of candidates, coordinating and conducting interviews, selecting and hiring candidates, and completing the recruitment process.

May 2012 – Aug 2012 · 3 mos · Pune, Maharashtra, India

May 2012 – Jun 2012 · 1 mo · Mysuru, Karnataka, India