Jan 2025 – Nov 2025 · 10 mos · India · On-site

May 2024 – Jan 2025 · 8 mos

Mar 2022 – Apr 2024 · 2 yrs 1 mo

• Monitored metrics and developed actionable insights to improve efficiency and performance.
• Reviewed products and user documentation to assess compliance with client success processes.
• Planned, articulated and executed client development strategies.
• Facilitated penetration of key accounts via strategic planning initiatives.
• Ownership of P&L and invoicing , contract renewal , retention and billing.
• Upselling and cross selling , mining the account. Developing and implementing strategic plans to manage and grow accounts.
• Responsible for supervising and leading a team of Key Account Managers . (Industry : Manufacturing, plants , Alumina , Oil and Gas , Ferro alloy, Mining and metal, ATS , SAAS , AI platforms)

Jul 2020 – Apr 2022 · 1 yr 9 mos

• Providing professional, courteous, and personalized service to domestic and international customers in a fast-paced environment.
• Handling renewals and exceptional class delivery for Math and coding subjects.
• Achieving revenue targets by up-selling and cross-selling as well as managing retention and lower churn rates.
• Maintaining customer reports on CRM tool [Zendesk].
• Drawing insight and themes from customer feedback, raising awareness to product teams and others in their ecosystem on feedback that may need action.

Aug 2014 – Jul 2020 · 5 yrs 11 mos · Ghaziabad

• As a member of a new start up established and maintained good relationships with key client stakeholders to facilitate and support transition projects. Work closely with the Sales and Professional Services teams to share customer insights that inform additional product and service sales opportunities.Develop and improve end to end vendor lifecycle management processes while taking care of extension of contract, payments of invoices , service level agreement adherence and transitioning of new government policies for smooth operation.

Aug 2010 – Oct 2012 · 2 yrs 2 mos · new delhi

• Managed day-to-day responsibilities for engaging clients including developing, planning, implementing, managing, and controlling all client activities for both front-line and senior-level partners.
• Manage and maintain good relationships and ensure a high level of customer service with accounts in the designated regions.
• Responsible for smooth business delivery across 24 states in India. Handling of Doctors, Dentists, lab relationship across India.
• Implementation of Inbound CRM, Toll-free No, IVR, and other necessary requisites for the successful customer.
• Oversaw refunds and chargebacks, quality assurance, and customer feedback and survey. Responsible for customer support (Phone, email, and front desk) Highlight: Pioneer team members during the Aetna acquisition.
• Managed team 20 (Customer service) 150 (channel partners) Performance achievement and Bonus letter from IHO – Aetna

Jul 2009 – Feb 2010 · 7 mos

• Business development client relationships for international markets (Singapore, Malaysia, and Europe).
• New business development related to logistics, import, and export of Inkjets and toner cartridges (HP, Canon, Apple & Lexmark).
• Focus on building partnerships with clients and developing a comprehensive understanding of their businesses and long-term goals.

May 2006 – May 2009 · 3 yrs

• Managing business for the ITES for international and domestic markets. Preparing RFP/RFI, pricing, business presentation and methodology, QPR, and projections for revenue generation.
• Transitioned processes from the USA, Europe, Southeast Asia, Australia, and domestic regions, predominantly in the BPO arm within the timeframe and budget.

Aug 2003 – Apr 2006 · 2 yrs 8 mos · Kota Area, India