Sonal Dhingra

Sonal Dhingra

About

Detail

Customer Success | Relationship Management | Key Account Management | Customer Experience
National Capital Territory of Delhi, India

Contact Sonal regarding: 
work
Full-time jobs
Starting at USD4k/month
Flexible work
Starting at USD50/hour

Timeline


work
Job
school
Education

Résumé


Jobs verified_user 0% verified
  • D
    Customer Service Manager
    Dahl Valve Ltd,
    Nov 2023 - Mar 2025 (1 year 5 months)
    • Delivered structured training modules-cut complaint rate by 20% • Optimized order workflows, reducing fulfillment time by 15% • Led inter-department alignment (Sales, Logistics) for seamless CX • Engaged 15+ key accounts monthly-boosted 6-month retention by 10%
  • S
    Customer Service Specialist
    Seeking Alpha (Remote)
    Apr 2020 - Nov 2023 (3 years 8 months)
    • Resolved 2000+ technical/account inquiries monthly • Conducted feature walkthroughs, upsell sessions, and retention calls • Owned team onboarding & SOP creation for internal tools • Maintained CSAT targets in a high-volume support environment
  • W
    Senior Manager - Customer Success
    WedMeGood
    Sep 2019 - Mar 2020 (7 months)
    • Reduced churn via consistent client relationship management • Enabled partner-consumer deals to boost customer LTV • Managed renewals, up-sell pipeline, and cross-functional reporting • Oversaw $2M revenue portfolio; improved wallet share by 5% • Coached 5+ AMs on performance, churn handling & account expansion • Launched tech-driven process changes that improved TAT
  • H
    Manager - Enterprise Customer Success
    HelloVerify (B2B SaaS)
    Feb 2019 - Oct 2019 (9 months)
  • S
    Key Account Manager
    SendinBlue (French SaaS company)
    Sep 2015 - Feb 2019 (3 years 6 months)
    • Managed global B2B accounts and led customer onboarding for SaaS email marketing tools. • Handled KPIs including CSAT, SLA, backlog management, and timely resolution through Zendesk. • Collaborated with Sales, Engineering, and CX teams to optimize processes, leading to NPS improvement. • Resolved complex international billing disputes via Adyen and maintained 95%+ renewal rate. • Managed a support team and contributed to knowledge base development and documentation.
  • R
    Relationship Manager
    RateGain IT Solutions
    May 2011 - Sep 2015 (4 years 5 months)
    • Managed 600+ client accounts across Asia-Pacific, including training and onboarding. • Reduced churn rate and increased retention through proactive customer relationship management. • Led a cross-functional team for contract renewals and service delivery. • Served as liaison between clients and internal teams to manage expectations and ensure quality. • Trained and mentored new hires; conducted workshops on client communication and issue handling.
  • Us tech Solutions
    Market Research Analyst
    Us tech Solutions
    Feb 2010 - May 2011 (1 year 4 months)
    • Conducted detailed market research to support RFP responses and lead generation strategies. • Collaborated with inside sales and pre-sales teams to identify market gaps and customer needs. • Created whitepapers and internal presentations to support client acquisition efforts. • Managed and updated company website content to align with branding and customer expectations.
  • H
    Customer Support Executive
    HCL BPO (British Telecom ISP)
    Mar 2009 - Oct 2009 (8 months)
    • Provided Tier-1 technical support for internet and broadband issues for UK-based customers. • Logged issues and escalated complex queries using Siebel CRM system. • Troubleshot connectivity, router, and billing issues and improved first-call resolution rate. • Consistently met SLA metrics while improving CSAT scores for the support desk.
Education verified_user 0% verified
  • Dale Carnegie
    World-Class Customer Service
    Dale Carnegie
    Jan 2018
  • I
    Intro to CMMI v1.2
    Jan 2010
  • KPMG
    Interpersonal & Communication Training
    KPMG
    Jan 2008
  • N
    B.Tech
    NCCE (Kurukshetra University)
    Jul 2004 - Jan 2008 (3 years 7 months)