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PRANALI User

@pranaliuser

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Customer Service Manager with expertise in operational excellence.

United States

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What I'm looking for

I seek a role that fosters collaboration, innovation, and continuous improvement in customer service operations.

With 15 years of experience in driving operational excellence and process optimization, I have successfully reduced costs by 20% at Royalhub Products Pvt Ltd. My expertise in CRM systems and leadership in cross-functional team management have consistently enhanced customer satisfaction and operational efficiency. Leveraging Lean Six Sigma methodologies, I focus on strategic achievements and impactful results.

In my current role as a Customer Success Manager, I oversee customer success initiatives, ensuring high levels of client satisfaction and retention. I have implemented strategic plans that significantly increased customer engagement levels and streamlined onboarding processes, reducing the average implementation period by 20%. My commitment to excellence is reflected in my ability to manage escalated customer issues with a 95% resolution rate within set SLAs, contributing to notable revenue growth through upselling opportunities.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Manager

Current

Royal Hub Products Pvt Ltd

May 2024 - Present (1 year)

Oversaw customer success initiatives, ensuring high levels of client satisfaction and retention. Managed escalated customer issues with a 95% resolution rate and streamlined onboarding processes, reducing implementation periods by 20%. Collaborated with sales and product teams to identify upselling opportunities, contributing to a 15% revenue growth.

Customer Success Customer Retention CRM Systems Escalation Management Onboarding Revenue Strategic Planning Cross Functional Collaboration Customer Engagement Problem Solving

Customer Operations Manager

ByDzyne Inc

Apr 2019 - May 2024 (5 years 1 month)

Oversaw daily operations of customer service teams, ensuring compliance with SLAs. Implemented process improvements that increased customer satisfaction scores by 15% and reduced average handling time by 20%. Developed SOPs and led training programs, achieving a 20% improvement in agent performance.

Customer Operations SLA Process Improvement Customer Satisfaction Training Data Analysis Quality Assurance

Customer Care Manager

YOR Health

Oct 2014 - Apr 2019 (4 years 6 months)

Directed global online support operations, achieving a 20% increase in customer satisfaction. Implemented Six Sigma methodologies to optimize complaint resolution, reducing unresolved complaints by 35%. Developed training programs that enhanced operational output by 25%.

Customer Support Six Sigma Training Development Operational Management Customer Satisfaction Operations Process Optimization

Customer Care Assistant Manager

Holidayscapes Ltd

Jan 2010 - Jan 2014 (4 years)

Assisted in managing customer care operations, focusing on improving service delivery and customer satisfaction. Collaborated with teams to streamline processes and enhance customer experiences.

Customer Care Service Delivery Process Improvement Team Collaboration Customer Experience Operations Performance Metrics Problem Solving Communication Skills

Customer Service Associate

Neesa Leisure Ltd

Sep 2008 - Dec 2010 (2 years 3 months)

Provided customer service support, addressing inquiries and resolving issues to enhance customer satisfaction. Developed skills in communication and problem-solving while supporting team operations.

Customer Service Communication Skills Problem Solving Support Customer Communications Time Management Conflict Resolution

Education

Degrees, certifications, and relevant coursework

Symbiosis Institute of Management

Post Graduate Diploma, Customer Relations Management

2014 - 2016

Completed a Post Graduate Diploma in Customer Relations Management, focusing on strategies to enhance customer engagement and satisfaction. Developed skills in managing customer relationships and optimizing service delivery.

University of Mumbai

Bachelor's, Physics

2000 - 2004

Earned a Bachelor's degree in Physics, gaining a strong foundation in scientific principles and analytical thinking. Engaged in various projects and practical experiments that enhanced problem-solving skills.