Personable and dedicated Customer Success Specialist with extensive experience in the IT industry. Solid team player with upbeat, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Skills
Data collection processes
Sales strategy familiarity
Marketing strategy
Copywriting abilities
Promotions planning skills
Campaign development experience
Market research expertise
Friendly, positive attitude
Communication
Planning
Training programs
Solution selling
Strong technical acumen
Self-motivated
Conflict resolution
Collaboration
Relationship building
Presentations
Performance assessment
Training techniques
Presentations and demonstrations
Online-based education
Brand building and awareness
Lesson planning
Public speaking
Experience
Sales and Marketing Executive, 05/2014 to 07/2014 Association Of American Medical Colleges – Remote - Washington Dc / Baltimore Area, DC,
Monitored competitor products and services and maintained relationships with industry influencers and key strategic partners to identify improvement areas and grow customer base.
Collected and analyzed consumer data, including demographics, preferences and purchasing trends.
Executed successful product introductions by coordinating actions with social media, public relations and other internal teams.
Oversaw addressing of customer requests for friendly, knowledgeable service and support.
Drove customer escalations to resolution by engaging directly with clients.
Executive- Results and Market Development, 01/2012 to 05/2013 The Times Of India Group – City, STATE,
Expanded new business by implementing effective networking strategies to foster new relationships.
Recruited qualified professionals to build aggressive sales team in support of new product offering.
Capitalized on industry changes to corner emerging opportunities and maximize company revenue.
Created and delivered sales presentations demonstrating value through cost reduction, ROI and customer satisfaction.
Hunted new business on continuous basis.
Implemented strategies to drive changes and improvements and enhance performance.
Used various techniques, including cold calling, networking to sell products and services.
Educated customers on special pricing opportunities and company offerings.
Interviewed customers regarding various issues and reported feedback to management team.
Delivered service and support to each customer, paving way for future business opportunities.
Escalated customer concerns, store issues and inventory requirements to supervisors.
Fielded customer complaints and queries, fast-tracking them for problem resolution.
Specialist EUC, 07/2009 to 05/2010 HCL Comnet Ltd – City, STATE,
Recorded and reported job-related activities, findings, discrepancies and decisions.
Worked with supervisors via live chat to address customer inquiries or technical issues beyond scope of expertise.
Documented repair processes and helped streamline procedures for future technical support actions.
Managed the configuration, installation and troubleshooting of applications and software for clients.
Created client rapport to grow profitability.
Enhanced internal and external customer satisfaction ratings by researching, troubleshooting and resolving escalated issues efficiently.
Senior Technical Support Specialist, 11/2006 to 04/2009 Mphasis – City, STATE,
Served as level-three support escalation point for member distributed support staff.
Walked customers through processes of installing software or hardware and initial program start up procedures.
Responded to individual tickets every week to provide end-user support on System and Software.
Set up new desktop systems and configured laptops for incoming employees, loading required software and server permissions.
Advised customers and users on required maintenance practices for diverse software systems to support OEM warranty requirements and industry best practices.
Developed robust online knowledge base for support staff to reference when responding to requests for assistance.
Assumed remote control over customers' computers when necessary to resolve problems.
Developed and managed third-tier resolution process to resolve issues originating from customer retention team.
Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources.
Created professional development programs targeting soft skills by evaluating trainee areas of weakness and job requirements.
Identified individuals strengths based on assessments and observations.
Presented observations in constructive ways.
Determined that training programs addressed variety of learning styles and needs by conducting research on efficiency and implementation of diverse training methods.
Promoted program engagement and adherence to training principles by applying motivational and interpersonal skills.
Designed innovative programs to teach individuals soft skills.
Trained employees in leadership, communication and productive workplace practices.
Education and Training
MBA: Information Technology, Expected in 08/2013 Symbyosis Centre For Distance Learning - Pune, India, GPA:
Bachelor of Computer Application (B.C.A): Computer Science, Expected in 06/2007 Madurai Kamaraj University - , GPA:
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