Pooja A.

Operations Associate

Gurugram, Haryana, India9 yrs 11 mos experience

Key Highlights

Proven ability to manage CXO-level relationships.
Expertise in customer loyalty and retention strategies.
Strong background in digital strategy and account management.

Stackforce AI infers this person is a Client Success and Business Development expert in the SaaS industry.

Contact

Skills

Core Skills

Account ManagementCustomer ServiceCustomer Relationship Management (crm)Customer SuccessClient Management

Other Skills

Digital StrategySupport ManagementCustomer Service RepresentativesSmall Team ManagementCustomer LoyaltyRelationship ManagementTime ManagementMarket ResearchKey Account Relationship BuildingRevenue Growth/ Expansion StrategiesMarketing Operations ManagementGoogle Adwords Certified ProfessionalPre-salesSQLSoftware Project Management

About

A result oriented individual with several years of experience in Client Management & Business Development, Channel Sales and Strategic Partnerships. Possess strong business acumen with excellent communication skills at all levels. Proven ability to develop and manage relationships at CXO level for the purpose of growth. Proficiency: Market Research | Key Account Relationship Building| Revenue Growth/ Expansion Strategies Marketing Operations Management - International Experience(US & Canada). Proficient IT Tools : Google Adwords Certified Professional

Experience

9 yrs 11 mos

Total Experience

1 yr 7 mos

Average Tenure

4 mos

Current Experience

American express

Senior Customer Care Officer

Jan 2026 – Present · 4 mos

Bt group

Account Manager

Jan 2025 – Jan 2026 · 1 yr · Gurugram, Haryana, India · On-site

Digital StrategySupport ManagementCustomer Service RepresentativesAccount ManagementCustomer Service

Airbnb

Business Specialist

Jun 2022 – Aug 2023 · 1 yr 2 mos · Remote

Managed host enquiries building strong rapport on each interaction.
Handled high-value hosts, including cream accounts and celebrity accounts, ensuring personalised service and prompt issue resolution.
Resolved complex host grievances within defined TAT, ensuring continued platform engagement.
Delivered exceptional customer service to retain hosts on the platform, contributing to team objectives.
Demonstrated thoughtfulness in meeting deadlines and resolving issues to enhance overall customer.

Small Team ManagementCustomer LoyaltyCustomer ServiceCustomer Relationship Management (CRM)

Gettechgo technologies priv limited

Manager, Customer Success

Nov 2017 – Jan 2022 · 4 yrs 2 mos · Gurugram, Haryana, India · On-site

Managed a team of client servicing executives and helped them with their escalated queries and make sure they perform to get a high CSAT value at all times
Maintained relationships with high dollar value clients on various platforms to get maximum retention
Train the new joiners on the processes and ethics to get them up and running as soon as possible Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

Time ManagementCustomer LoyaltyCustomer SuccessClient Management

Eli india

Assistant Manager Client Services

Jul 2017 – Oct 2017 · 3 mos · Faridabad, Haryana, India · On-site

Managed client relationships, ensuring service quality and quick resolution of any issues or escalations.
Collaborated with internal teams to deliver client requirements effectively.
Identified opportunities for upselling and cross-selling to increase revenue.
Ensured a high client retention rate through proactive servicing and relationship-building efforts

Cvent

Client Success Consultant at Cvent.Inc

May 2013 – Oct 2015 · 2 yrs 5 mos

Managed the implementation of projects and client relationships required to install, configure, and launch CrowdTorch online ticket sales App; identified and developed sustainable relationships with key accounts at strategic and tactical level Worked on requirements gathering, client consultation, evaluation and recommendation for hardware configuration, project management for custom website development, content/ materials management, project scheduling
Supported and recommended client adoption and implemented new products and services Generated new business by leveraging existing relationships, prospecting, launching campaigns; delivered better client experience, people management and cost control; developed and maintained reporting systems for tracking prospects from initial enquiry through to close and post launch support.