Headline

Customer Success Professional | Product Trainer | Client Success & Operations | Driving Retention, Adoption & Client Growth | Strategic Communication

About

With 7+ years of experience in Customer Success, Relationship Management, and Operations, I specialize in managing end-to-end customer lifecycles across SaaS and EdTech environments. I’ve worked closely with clients to drive onboarding, adoption, engagement, and long-term retention always focusing on delivering real value and building strong, trust-based relationships. In my current role, I’ve contributed to improving customer engagement, reducing churn risk, and strengthening account stability through structured success plans, stakeholder management, and data-driven insights. My core strengths include: • Customer Lifecycle Management & Retention Strategy • Client Onboarding, Training & Enablement • Stakeholder Management & Escalation Handling • Customer Engagement & Experience Enhancement • Cross-functional Collaboration (Sales, Support, Operations) • Data-driven decision making & churn mitigation I enjoy working in fast-paced environments where customer experience directly impacts business growth.

Location

India

Work experience

Relationship Manager at The Ultimate Knowledge (TUK), Jun 2022 - Present · 4 yrs 1 mo, On-site, • Develop and execute tailored plans to maximize customer satisfaction and loyalty. • Build lasting, trust-based client relationships for long-term success. • Quickly resolve customer concerns, ensuring satisfaction and seamless interactions. • Anticipate and address customer needs, exceeding expectations and enhancing experiences. • Deliver product-based training, fostering trust and expertise in education management. • Handle customer grievances tactfully, restoring confidence and ensuring retention. • Lead cross-functional collaboration, streamlining operations and boosting efficiency. • Implement SOPs for consistency, compliance, and operational excellence. • Ensure top-quality service delivery, exceeding customer expectations consistently. • Drive customer retention and renewals, using insights to reduce churn. • Monitor industry trends and competitors, leveraging insights for strategic growth. • Develop strategies with clients to enhance brand visibility and market engagement. • Represent the brand, promoting values and strengthening market positioning. • Maintain strong global client communication, delivering tailored, high-quality services.

Executive-Backend Support (Operations) at The Ultimate Knowledge (TUK), Feb 2020 - May 2022 · 2 yrs 4 mos, Noida, Uttar Pradesh, India, • Led interactive sessions and training workshops, aligning with client objectives. • Analyzed client needs, tailoring solutions for optimal outcomes. • Managed product inquiries, providing timely and accurate information via email. • Maintained organized client records, ensuring smooth follow-ups and feedback collection. • Resolved student queries using software tools, delivering prompt assistance. • Communicated regularly with schools and parents, providing key updates. • Coordinated with teachers for seamless online assessments on the TUK Portal. • Facilitated assessment-related communication, ensuring clarity and engagement. • Worked with backend teams to execute assessments and resolve technical issues. • Distributed results and gathered feedback, driving continuous improvement. • Provided ongoing support to schools and students, ensuring a smooth experience.

Student Support and Admission Officer at Aakash Educational Services Limited, Dec 2018 - Dec 2019 · 1 yr 1 mo, Meerut, Uttar Pradesh, India, • Managed the entire student lifecycle, from prospecting to admissions and ongoing support. • Enhanced student satisfaction and retention through proactive communication and personalized support. • Engaged with students and parents, addressing inquiries and fostering a supportive environment. • Provided expert guidance, resolving student and parent queries for better course understanding. • Handled fee structures and software systems, ensuring accuracy, compliance, and transparency. • Monitored and optimized batch schedules, resolving conflicts for smooth class operations. • Collaborated across regional branches, driving alignment in operations and best practices. • Managed diverse administrative tasks efficiently, ensuring seamless institutional processes.

Trainer & NPI (New Process In-charge) at Cogent E Services, Nov 2017 - Jun 2018 · 8 mos, • Mentored and supervised trainee batches in prepaid, post-paid, and data services. • Served as the primary point of contact, providing guidance and on-floor leadership. • Led daily team briefings and email evaluations, ensuring goal alignment. • Trained teams on new product launches, enhancing customer communication. • Shared customer feedback with escalation teams, driving swift issue resolution and service improvements.

Customer Care Executive at Cogent E Services, May 2017 - Oct 2017 · 6 mos, • Handled customer inquiries, concerns, and complaints across multiple communication channels. • Provided detailed product and service information, guiding customers in decision-making. • Resolved escalations efficiently, ensuring customer satisfaction and loyalty. • Assisted customers with orders, payments, and billing issues for seamless transactions. • Managed customer account updates and modifications with accuracy and professionalism. • Offered technical support and troubleshooting, resolving product and service issues. • Provided post-purchase assistance, ensuring smooth product usage and satisfaction. • Maintained accurate customer records in CRM for efficient service tracking. • Collaborated with sales, marketing, and technical teams to resolve customer issues. • Analyzed customer feedback to identify trends and improve services. • Ensured professionalism and empathy in all interactions, fostering strong relationships. • Adhered to company policies and compliance standards, ensuring secure and ethical service.

Education

Postgraduate Degree, Journalism & Mass Communication, Uttar Pradesh Rajarshi Tandon Open University

Bachelor's degree, Journalism & Mass Communication, IIMT UNIVERSITY