Sonal Shinde
Customer Success Associate
Mumbai
Summary
Customer-focused and tech-savvy Customer Success Associate with a passion for empowering clients. Recognized for turning challenges into opportunities, excels at forging strong client relationships and guiding them through their journey. Proactively delivers strategic solutions that address immediate needs and drive long-term success by understanding customer pain points. Known for problem-solving mindset, thrives on facilitating smooth onboarding and ensuring customers achieve maximum value from solutions delivered. Collaborative approach and commitment to customer advocacy make a valuable partner in aligning client objectives with company growth goals.
Overview
6
6
years of professional experience
2
2
years of post-secondary education
Work History
Customer Success Associate
PeopleHum Technologies Pvt Ltd
12.2023 - Current
- Working with clients all the around the world.
- Onboarding, Training and Implementation of HRMS system.
- B2B|SaaS|HRMS|Implementation
- Responded proactively and positively to rapid change.
- Managing churn and increasing customer retention
- Building relationships by providing consistent value and fostering customer loyalty
- Liaising with the sales team to understand customer needs
- Driving account expansion with contextual offers and growing lifetime value
- Assisted & Trained colleagues in account management & On the product onboarding & Implementation
- Familiar with Jira work management platform
- Familiar with CRM software - Customer Portal
Operation Executive
Geebee Education Pvt LTD Study Abroad Consultants, Business Consultancy Services
01.2022 - 07.2023
- Communication with upper management on regular basis
- Oversee daily functions of business
- Delegate tasks to teams members
- Give suggestions for operational improvements
- Educating and training new joiners
- Applied excellent problem-solving, process development and strategic implementation skills to lead and support all areas of operations.
- Collaborated on operational support tasks to achieve common goal.
- Career Counseling
- Preparing & Maintaining Reports
HR Practitioner
Team Lease Digital
06.2021 - 12.2021
- Human Resources and Recruitment
- Interviewed & Managed over 90 to 100 calls to candidates per day
- Worked as HR Practitioner for Client Accenture, It was contractual role
- Project was to hire blue collar workers for USA such as bus drivers and truck drivers
- Screening candidates profiles
- Conducting Interviews to on boarding candidates
- Maintaining Candidates database
- Emailing them their offer letter
- Worked flexible hours across night, and weekend
- Collaborated with team members to achieve target results.
- Joining formalities
Associate - Assurant Operations
TSI Altisource
08.2020 - 05.2021
- Managed & Updated 80 to 90 policies per day
- Documents Verification of international policy holders and updating data base
- Payments of policies
- On behalf of mortgage company work was to get policy reinstated or cancelled
- Updating status of policies to policy holders and agencies
- Collaborated with team members to achieve target results.
- Reviewed files, records and other documents to obtain information to respond to requests.
Customer Service Executive
Delight Services LLP
02.2019 - 01.2020
- Evaluated interactions between associates and customers to assess personnel performance
- Knowledge of CRM systems
- Managed over 50 customer calls per day.
- Dealing with customer issues and churning out easy-to-follow solution
- Managing payment and delivery of customer orders
- Preparing & Maintaining report of order's received
- Handling customer concerns and complaints in timely manner
- Feedback Calling & Cold Calling
- Informed customers of upcoming promotions and deals to boost sales.
- Made reasonable procedure exceptions to accommodate unusual customer requests.
- Provided company information and policies to customers upon inquiry and answered questions via phone and email.
Education
Post Graduation Diploma - Operations Management
Welingkar Institute of Management Development
Mumbai 06.2022 - 09.2024
Bachelor's Degree - Financial Accounting And Auditing
R A Podar College of Commerce & Economics
Mumbai12th Grade - Commerce
R A Podar College Of Commerce And Economics
Skills
- Communication Skills
- CRM
- Multitasker
- Strategic planning and execution
- Operations Management
- Microsoft Excel
- Customer Relationship Management (CRM)
- System implementation
- Lead Generation
- Project management abilities
- Escalation management
- Technical Support
- Complaint resolution
- Service Upselling
Languages
English
Hindi
Marathi
Interests
Playing Football
Reading Books
Timeline
Customer Success Associate
PeopleHum Technologies Pvt Ltd
12.2023 - Current
Post Graduation Diploma - Operations Management
Welingkar Institute of Management Development
06.2022 - 09.2024
Operation Executive
Geebee Education Pvt LTD Study Abroad Consultants, Business Consultancy Services
01.2022 - 07.2023
HR Practitioner
Team Lease Digital
06.2021 - 12.2021
Associate - Assurant Operations
TSI Altisource
08.2020 - 05.2021
Customer Service Executive
Delight Services LLP
02.2019 - 01.2020
Bachelor's Degree - Financial Accounting And Auditing
R A Podar College of Commerce & Economics
12th Grade - Commerce
R A Podar College Of Commerce And Economics
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