Open to opportunities

Probin Patro

@probinpatro1

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Experienced customer success manager focused on improving business performance.

India

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What I'm looking for

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

With over 15 years of experience in customer engagement and operations, I have dedicated my career to enhancing business performance through meaningful customer relationships and streamlined processes. My journey has primarily been within product-based start-ups, where I have developed strategies that not only keep customers satisfied but also align seamlessly with business objectives.

As a Remote Business Consultant, I have collaborated with various start-ups to refine their customer success functions. My approach includes developing comprehensive customer journeys, integrating customer feedback into product offerings, and creating metrics that proactively address at-risk accounts. My leadership experience as Operations Head at Passion Gaming has further honed my skills in building high-performing teams and fostering cross-functional collaboration to ensure operational efficiency and exceptional service delivery.

Experience

Work history, roles, and key accomplishments

Current

Remote Business Consultant

Current

Freelance

Jan 2021 - Present (4 years 6 months)

Developed comprehensive customer journeys, from on-boarding through renewals, optimizing each phase to improve retention. Introduced customer success tools and performance-based incentive programs to enhance team motivation and alignment with business goals.

Customer Journey Mapping Customer Retention Customer Success Performance Based Incentives Marketing Strategies Cross Functional Collaboration Data Analysis

Operations Head

Passion Gaming Private Limited

Jul 2017 - Present (8 years)

Led the customer success and support teams during a period of rapid growth, ensuring operational efficiency and top-notch service. Developed a proactive customer engagement strategy that significantly improved retention by identifying at-risk customers early using data insights.

Customer Success Customer Support Efficiency Improvement Customer Engagement Customer Retention Data Insights Cross Functional Collaboration Customer Journey

Senior Manager – Customer Service & Business Operations

Junglee Games Private Limited

Mar 2016 - Present (9 years 4 months)

Played a critical role in improving both customer service and operational workflows. Introduced a customer health scoring system and renewal forecasting model, which helped reduce churn and increased renewals.

Customer Service Workflows Customer Health Customer Lifecycle Management

Senior Manager – CRM

MiCar Sharing Technologies Private Limited

Feb 2014 - Present (11 years 5 months)

Managed the customer support team and enhanced CRM processes to improve service delivery. Scaled the support team while maintaining high service standards, leading to improved customer satisfaction.

Customer Support Service Delivery Scaling Teams Customer Satisfaction

Collections Department

HSBC

Sep 2012 - Present (12 years 10 months)

Managed loan account restructuring and overdue collections for the US region. This role involved direct client interaction and negotiation to resolve financial discrepancies.

Financial Restructuring Negotiation Debt Recovery Compliance Risk Management Problem Solving

Customer Service Manager

PlayUp Interactive

Mar 2009 - Present (16 years 4 months)

Helped create a customer-first approach that significantly improved retention. Worked with Product teams to adapt features based on customer feedback, ensuring customer needs were met.

Customer Retention Product Feedback Customer Service Product Management Strategic Planning

Senior Customer Service Representative

PartyGaming

Jan 2008 - Present (17 years 6 months)

Handled customer inquiries and technical issues for clients in the USA and UK. Provided comprehensive support to ensure customer satisfaction and issue resolution.

Customer Service Technical Support Client Communication Problem Solving Customer Satisfaction Data Entry Communication Skills Conflict Resolution

Education

Degrees, certifications, and relevant coursework

Sambalpur University

Bachelor of Commerce, Commerce

Completed a Bachelor of Commerce degree at Sambalpur University. This program provided a foundational understanding of business principles and practices.