Customer Success Management
Avetta(Payroll-Netscribes India)
Mar 2017 - May 2022 (5 years 3 months)
Led cross-functional projects to streamline workflows improving customer service quality by implementing process enhancements. Supervised a team of Implementation Advisors and Customer Care Representatives, ensuring high customer satisfaction. Collaborated with leadership to plan and execute staffing, goal setting, training, and resource allocation. Coached and developed managers/team members against established KPIs, SOPs, and policies to drive performance excellence. Championed the integration of CRM technologies(Salesforce) to streamline processes and improve customer interactions. Analyzed team's performance metrics to provide insights for continuous improvement and growth. Managed $10M+ accounts, serving as an escalation point for crit