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@nishilphilip
Experienced Customer Success Manager driving customer satisfaction and loyalty.
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.
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Work history, roles, and key accomplishments
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.
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.
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.
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.
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.
Degrees, certifications, and relevant coursework
Equivalent to HSC, Operations Management
2017 - 2022
Completed a program equivalent to HSC, focusing on operations management and team leadership skills.
Diploma in Business Process Enabler, Business Process Management
2014 - 2017
Completed a diploma program focused on business process enabling, which included training in various operational strategies and methodologies.
High School Diploma, General Education
2000 -
Graduated from high school with a focus on foundational education and personal development.
Software and tools used professionally
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