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Krishna Shibu

@krishnashibu

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Experienced Senior Implementation Specialist focused on customer experience excellence.

India

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What I'm looking for

I am looking for a role that values customer-centric strategies and offers opportunities for professional growth.

With over seven years of experience in customer-facing roles, I have a proven track record of enhancing customer experiences through effective leadership and collaboration. Currently, I am a Senior Implementation Specialist at NAVEX, where I have successfully accelerated onboarding efficiency and maintained a customer satisfaction score above 9.85. My commitment to delivering exceptional customer experiences drives my work, ensuring that I consistently meet and exceed expectations.

In my previous role as Manager of Customer Experience at JoinDevOps Pvt Ltd, I led multiple teams focused on customer onboarding, retention, engagement, and support. By optimizing processes and implementing data-driven strategies, I achieved a 20% increase in customer engagement and improved retention rates significantly. My ability to analyze sales funnels and execute A/B tests has been instrumental in driving operational efficiency and enhancing customer satisfaction.

Throughout my career, I have demonstrated a strong ability to manage cross-functional teams and projects, ensuring seamless communication and collaboration. I am passionate about leveraging data analytics to identify inefficiencies and implement strategies that lead to improved performance and customer satisfaction.

Experience

Work history, roles, and key accomplishments

Current

Senior Implementation Specialist

Current

NAVEX

Oct 2024 - Present (9 months)

Delivered end-to-end implementation of NAVEX's solutions, maintaining a consistent on-time completion rate of over 95%. Facilitated communication between cross-functional teams and customers, contributing to an average CSAT score of 9.8+ across 45+ projects.

Implementation Project Management Cross Functional Collaboration Customer Satisfaction On Time Delivery

Manager, Customer Experience

JoinDevOps Pvt Ltd

Jan 2023 - Present (2 years 6 months)

Led 4 distinct teams overseeing Customer Onboarding, Retention, Engagement, and Support, optimizing processes to enhance operational efficiency and elevate customer satisfaction. Spearheaded customer lifecycle designs for various products, analyzing sales funnels and executing A/B tests to drive data-informed decisions, resulting in a 20% increase in customer engagement.

Customer Experience Team Leadership Data Analytics Customer Retention Process Optimization A B Testing Sales Support

Specialist - Customer Support

InTouchCX Inc.

Jun 2019 - Present (6 years 1 month)

Directed teams of 20-25 individuals and managed operations for over 200 agents, ensuring timely client commitments (SLA) with an average TAT of 4-5 hours for the client Niantic. Administered team dynamics to minimize Shrinkage and Attrition, maintaining monthly retention targets below 5%.

Team Management Operations Management SLA Management Training Programs Customer Support

Customer Service Executive

Sutherland Global Services

Nov 2018 - Present (6 years 8 months)

Provided warm, assured solutions to Amazon Canada customers, using internal and client-based tools, resolving over 90 issues daily and boosting satisfaction. Sustained 100% KPIs and targets to ensure high-quality customer service.

Customer Service KPIs Customer Satisfaction Problem Solving

Customer Success Executive

InnovativeFactory

Sep 2017 - Present (7 years 10 months)

Led contract negotiations, securing optimal pricing models and tailored services for clients which resulted in a 20% increase in client satisfaction. Developed detailed event schedules and collaborated with cross-functional teams, coordinating over 50 successful events annually.

Contract Negotiation Event Coordination Cross Functional Collaboration Client Success

Education

Degrees, certifications, and relevant coursework

D.Y. Patil University

MBA in Artificial Intelligence & Machine Learning, Artificial Intelligence & Machine Learning

Currently pursuing an MBA focusing on Artificial Intelligence and Machine Learning. This program is enhancing my strategic understanding of AI applications in business.

Mahatma Gandhi University

Bachelor of Technology, Technology

Completed a Bachelor of Technology degree, gaining foundational knowledge in engineering principles. This program provided a strong technical base for my career.