A

Alisha Sebastian Kulathassery

About

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Kerala, India

Timeline

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Résumé

Jobs verified_user 0% verified
  • tado°
    Customer Experience Specialist
    tado°
    Oct 2024 - Current (2 years 1 month)
    • Enhanced customer satisfaction by maintaining a 91.3% satisfaction rate and on an average resolving 30 T3 tickets per day, ensuring efficient troubleshooting and issue resolution by maintaining average SLA 22 minutes • Provided high-volume technical support to installers and customers, handling an average of 9 installer calls daily and up to 17 calls during winters • Led projects to reduce the ticket lifetime by 2 days through workflow improvements, leading to faster issue resolution and improved customer experience
  • TeamViewer
    Sales Steering and Enablement – Retention
    TeamViewer
    Nov 2023 - Sep 2024 (11 months)
    • Achieved a customer retention rate of 88% by discovering cross and up-sell opportunities, negotiating renewals, and collecting and analyzing feedback to iterate on better customer care practices, contributing to the automation of the retention process, saving 60% of request processing time • Maintained a customer satisfaction rate of over 85% by establishing business relationships with TeamViewer customers, handling an average of 25 customer interactions per day • Trained and equipped 4 new employees in retention specialist roles, with the skills and knowledge to maintain high service levels and customer relations
  • R
    Freelance Sales Consultant
    Reel Tribe,
    Dec 2022 - Current (3 years 11 months)
    • Collaborated with the production team to tailor service packages, enhancing client satisfaction and fostering long-term partnerships • Maintained a 90% client retention rate by providing consistent post-sale support and addressing client concerns promptly • Drove lead conversion by making 150+ cold calls and managing inbound sales leads, successfully scheduling 30+ meetings to advance prospects through the sales pipeline
  • Gorillas
    Customer Success Manager
    Gorillas
    Nov 2021 - Apr 2023 (1 year 6 months)
    • Managed projects targeting customer complaints regarding, achieving a 33.65% increase in customer service metrics • Directed initiatives to identify trends, assess product performance, and inform future buying decisions, leading to a 27% improvement in turnover rates • Delivered insights to client service by creating SOPs for fraudulent activities, ensuring consistency and efficiency in handling client inquiries
  • Amazon
    Customer Service Associate
    Amazon
    Apr 2018 - Apr 2019 (1 year 1 month)
    • Experienced in high-volume customer support, efficiently fielding approximately 80 customer interaction per day • Actively sought solutions to customer needs, communicated trends to leadership, and suggested innovative solutions based on customer experience, maintaining a 94% customer satisfaction rate • Resolved technical issues related to the Amazon website, customer purchases, Prime services, and digital services (Echo, Kindle, etc.), achieving a 91% first resolution rate and reducing average resolution time by 15%
Education verified_user 0% verified
  • F
    M.Sc. Big Data and Business Analytics
    FOM University
    Jan 2019 - Jan 2021 (2 years 1 month)
  • S
    B.Tech. Computer
    St. Joseph's College of Engineering and Technology
    Jan 2014 - Jan 2018 (4 years 1 month)