About
Accomplished Client Servicing and Customer Success professional with over 15 years of experience across AI, Fintech, and customer service domains. Proven expertise in managing global enterprise accounts, driving significant client satisfaction and retention through strategic problem-solving and proactive engagement. Adept at leveraging data to scale success strategies, reduce churn, and foster long-term client growth.
Skills
Customer Success & Client Management
Customer Service, Escalation Handling & Resolution, Enterprise Client Management, Client Retention, Customer Success in AI & SaaS Platforms.
Strategic & Analytical Skills
Artificial Intelligence (AI), Data Analysis, Market Research, Financial Modeling, Strategic Planning, Problem Solving.
Work
Mumbai, Maharashtra, India
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Highlights
Manage complex escalations leveraging advanced AI tools to analyze customer sentiment, ensuring timely and context-aware resolutions that enhanced client satisfaction.
Accelerated product adoption by delivering strategic onboarding and best-practice guidance tailored to client goals, maximizing value realization.
Collaborated cross-functionally with Product and Engineering teams to enhance service delivery and optimize the overall customer experience.
Augmented customer engagement through data analysis to identify trends, significantly reducing churn and personalizing outreach strategies for long-term growth.
Mumbai, Maharashtra, India
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Highlights
Managed and facilitated cross-border transactions, ensuring seamless financial processing and strict compliance with global regulations.
Leads and mentors a team of customer service representatives, providing comprehensive guidance and training to ensure high-quality service delivery and performance.
Implemented Standard Operating Procedures (SOPs) for transaction delay handling, chargeback clarifications, and account re-verifications, streamlining operations and improving efficiency.
Ensures stringent compliance and security protocols by verifying customer identification and documentation in accordance with regulatory requirements, maintaining confidentiality and trust.
Mumbai, Maharashtra, India
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Highlights
Drove strategic process improvements, consistently adhering to operational KPIs within a high-volume telecom environment.
Designed and delivered structured training programs that accelerated employee onboarding and significantly reduced ramp-up time for new hires.
Enhanced customer satisfaction by implementing personalized support strategies, resulting in increased client loyalty and repeat business.
Optimized support workflows and led high-performing teams to consistently achieve key operational metrics and service excellence.
Mumbai, Maharashtra, India
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Highlights
Resolved a high volume of direct customer inquiries and complaints, ensuring swift and satisfactory resolutions.
Increased upselling and cross-selling revenue streams through proactive engagement and client-centric solutions.
Managed client queries by employing active listening and empathy, delivering timely, solution-oriented responses that ensured high client satisfaction.
Analyzed customer feedback and service metrics to identify improvement areas, implementing strategies that enhanced customer satisfaction and operational efficiency.
Mumbai, Maharashtra, India
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Highlights
Conducted in-depth industry and market research, identifying critical emerging trends and market opportunities to inform strategic decisions.
Performed comprehensive data analysis utilizing advanced statistical tools, deriving actionable insights that enhanced research outcomes and strategic decision-making.
Collaborated with senior investment bankers to develop comprehensive financial models, precedent transactions, and comparable company analyses, directly supporting M&A and capital raising initiatives.
Prepared detailed pitch books and client presentations, effectively communicating complex financial data and strategic recommendations to senior bankers and clients.
Outperformed on due diligence processes, analyzing financial statements and market trends to identify risks and opportunities, contributing to informed decision-making in deal structuring.