Headline

Customer Success Manager | Data-Driven CRM Specialist | Support Operations & Analytics Expert

About

As a Customer Success and Relationship Manager with over 6 years of experience, I specialize in delivering seamless client experiences, optimizing support workflows, and solving problems with a data-driven mindset. At Designhill, I’ve handled escalations, improved resolution time by 20%, implemented payout tracking systems using Excel, and collaborated across teams via Trello and Zendesk. My role has evolved from frontline support to strategic operations — enabling better customer retention and stronger team performance. I thrive in roles where analytical thinking meets customer empathy. Whether it’s resolving a critical issue or finding trends in sales reports, I believe in making processes better, smarter, and more human. Core Strengths: -Customer Success & Support Operations -Data Analysis (Excel, Pivot Tables, VLOOKUP) -Zendesk, Freshdesk, Trello -Escalation Management & Workflow Optimization -Client Onboarding & Retention Strategy Currently open to opportunities in Customer Success, CRM Management, Support Operations, or Data Governance where I can contribute with both empathy and efficiency.

Location

Delhi

Work experience

Client Relationship Manager at Designhill, Apr 2023 - Present · 3 yrs 2 mos, Hybrid, Handled client queries and complex escalations through chat, email, and phone, improving resolution time by 20%. Developed and maintained Excel trackers to manage designer payouts, preventing duplicate payments and manual errors. Created Pivot Table-based reports to analyze sales performance and recommend focus areas for growth. Worked cross-functionally with product and operations teams to address service gaps identified through support tickets. Used Trello for project tracking and ensuring compliance with service-level agreements (SLAs). Monitored escalation trends and contributed to a 15% drop in repeat issues by initiating root-cause reviews.

Senior Customer Support Executive at Designhill, Apr 2021 - Mar 2023 · 2 yrs, Hybrid, Increased service revenue by identifying upselling opportunities during client interactions. Liaised between clients, designers, and internal teams to ensure accurate delivery of design modifications and final assets. Managed escalated technical and operational issues by collaborating with tech and product teams. Detected and reported fraud activities; helped improve the platform’s security workflows. Conducted Zoom consultations with international clients to recommend suitable design packages based on their needs and budgets.

Customer Support Specialist at Designhill, May 2019 - Mar 2021 · 1 yr 11 mos, On-site, As a Customer Support Specialist, I managed paid invoices and followed up on pending orders to ensure timely processing. Using Zendesk, I created and resolved tickets within the designated Turn Around Time (TAT), providing service knowledge and resolutions to clients and designers through chats, emails, and calls. I supported freelance designers by offering valuable advice, assisting with their onboarding process, and resolving issues effectively. By leveraging Trello, I tracked project progress to maintain compliance with platform policies and deadlines. Additionally, I reviewed designers’ portfolios daily, enabling Pro Badges for those who met the necessary requirements, fostering talent recognition and growth.

Sales Executive at Aldebaran Info Tech, Dec 2016 - Oct 2018 · 1 yr 11 mos, Gurugram, Haryana, India, Delivered omnichannel support (email, chat, and calls) to ensure high-quality client experience. Onboarded freelance designers, resolved platform issues, and provided training on compliance requirements. Managed workflow tracking and communication through Zendesk and Trello. Reviewed designer portfolios and granted Pro Badges to those meeting quality standards.

Education

Bachelor of Commerce - BCom, Business Administration and Management, General, Guru Gobind Singh Indraprastha University

Bachelor of Commerce - BCom, Bcom, Jain Bharti Model School