Open to opportunities

Nishil Philip

@nishilphilip

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Experienced Customer Success Manager driving customer satisfaction and loyalty.

India

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What I'm looking for

I am looking for a role that fosters growth, values customer experience, and encourages innovative solutions.

I am an action-oriented manager with nearly 12 years of experience in Customer Success and Customer Service Management. My recent role as a Customer Success Lead at Vitrina AI allowed me to drive initiatives that increased lifetime customer value while ensuring high satisfaction and loyalty. I take pride in my ability to assess customer feedback and implement improvements that enhance overall customer experience.

Throughout my career, I have consistently delivered results by managing business operations with a focus on performance. My expertise lies in planning strategies, defining targets, and optimizing SLAs and KPIs. I have a proven track record of leveraging data-driven insights to propel initiatives that amplify customer retention and loyalty, ultimately bolstering organizational performance metrics.

As a people-oriented leader, I excel in building and leading high-performing teams, fostering a culture of empathy and appreciation for exceptional customer experience. I am passionate about providing valuable perspectives from customer interactions to facilitate organizational evolution and continuous improvement.

Experience

Work history, roles, and key accomplishments

Customer Success Manager

Vitrina AI

Aug 2023 - Oct 2023 (2 months)

Led a high-performing Customer Success team to enhance customer satisfaction and loyalty. Drove initiatives to increase lifetime customer value and collaborated with product teams to share insights for improvements. Analyzed data to identify gaps and recommend solutions.

Customer Success Management Team Leadership Data Analysis Customer Relationship Management Change Management Operational Excellence Customer Engagement Quality Assurance

Assistant Manager

TATA Consultancy Services

Aug 2022 - Jul 2023 (11 months)

Refined technical documentation and ensured project quality standards were met. Collaborated with technical communicators to enhance knowledge base articles and implemented feedback for continuous improvement.

Technical Documentation Quality Assurance Project Management Team Collaboration Content Creation Knowledge Management Communication Skills Problem Solving Time Management

Business Process Enabler

TATA Consultancy Services

Feb 2014 - Apr 2019 (5 years 2 months)

Managed employer accounts and resolved complaints while ensuring compliance with guidelines. Processed orders and maintained records of customer interactions, contributing to operational efficiency.

Account Management Customer Service Data Management Process Improvement Communication Skills Compliance Order Processing Team Coordination

Lead Customer Finance Advisor

3 Global Services

Apr 2009 - Jul 2013 (4 years 3 months)

Managed customer inquiries and overdue accounts while providing support to service representatives. Conducted audits and recognized team performance, ensuring alignment with client requirements.

Audit CRM Systems Data Analysis Communication Skills Problem Solving Compliance

Senior Customer Care Executive

Intelenet Global Services

Jul 2007 - Dec 2008 (1 year 5 months)

Managed mortgage collection calls and ensured transparent communication with customers. Pursued debtors and managed escalations for unresolved issues, providing effective solutions.