Open to opportunities

Sonali DebRoy

@sonalidebroy

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Proven customer experience professional with over 10 years of expertise.

India

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What I'm looking for

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

I am a seasoned customer experience professional with over 10 years of experience in customer support, account management, and technical support across various industries, including SaaS, food delivery, and technology. My career has been marked by a commitment to fostering long-term client relationships and driving revenue growth through strategic solutions and proactive account management.

In my recent role as an Account Manager at UrbanPiper, I successfully managed a portfolio of enterprise clients, generating significant Monthly Recurring Revenue (MRR) and achieving high customer satisfaction rates. My ability to collaborate with cross-functional teams and negotiate contracts has consistently driven mutual profitability and met client expectations. I have also led customer support teams, developed standard operating procedures, and implemented training programs to enhance service quality and team productivity.

Experience

Work history, roles, and key accomplishments

Account Manager

UrbanPiper

Mar 2023 - Mar 2024 (1 year)

Oversaw client accounts, developed retention strategies, and managed billing for enterprise clients, generating significant Monthly Recurring Revenue. Conducted Quarterly Business Reviews to assess account health and strategize growth, achieving high customer satisfaction and retention rates.

Account Management Customer Retention Revenue Cross Functional Collaboration Contract Negotiation Customer Satisfaction SaaS

Lead-Customer Support

UrbanPiper

Jun 2021 - Feb 2023 (1 year 8 months)

Directed a team of support agents, maintained service quality, and developed SOPs to streamline support processes. Conducted performance evaluations and established efficient escalation procedures to resolve complex customer issues.

Team Leadership Performance Management SOP Development Customer Satisfaction Escalation Management Cross Functional Collaboration Process Optimization

Sr Fulfillment Expert

Swiggy

Apr 2019 - Aug 2020 (1 year 4 months)

Managed escalations and resolved customer disputes while collaborating with various departments to optimize order fulfillment processes. Provided leadership and training to fulfillment teams to enhance efficiency and performance.

Team Leadership Performance Metrics Collaboration Training Communication order fulfillment

Customer Experience

Yahoo India Private Limited

May 2013 - Nov 2017 (4 years 6 months)

Delivered technical support to customers, focusing on account security issues. Served as acting Team Leader, overseeing a team and ensuring quality service while participating in recruitment and training of new employees.

Technical Support Team Leadership Quality Assurance Recruitment Training Customer Service Email Support Performance Metrics

Technical Support Escalations

Convergys India Services Private Limited

Jan 2010 - Apr 2013 (3 years 3 months)

Managed escalated technical support cases, addressing installation and connectivity issues. Conducted in-depth research to deliver effective solutions to customer problems.