Customer Service Manager

PROFILE SUMMARY

Results-driven Customer Service Manager with over 14 years of experience optimizing customer support and success within SaaS platforms. Implemented comprehensive CRM strategy using Salesforce and SAP, resulting in a 20% increase in customer retention and 30% reduction in support ticket resolution time. Proven track record of enhancing operational efficiency, driving customer satisfaction, and delivering measurable business impact. SKILLS

Customer Relationship Management (CRM): Salesforce, SAP, Software as a Service (SaaS) platforms, Customer Service Management, Customer Experience (CX) Optimization, People Management and Team Leadership, Operations Metrics and KPI Tracking, Project Management and Process Improvement, Sales Operations and Revenue Forecasting, Data Analysis and Reporting using Tableau & Power BI, Customer Satisfaction Measurement (CSAT, NPS), Customer Retention Strategies, Conflict Resolution, Quality Assurance and Performance Monitoring, Service Level Agreement

(SLA) Management, Escalation Management, Complaint Handling and Resolution, Customer Segmentation, Vendor Management, Budget Planning and Cost Control.

EXPERIENCE

Customer Service Manager

Merck Life Science (Sigma Aldrich Merck) - Bangalore, India Nov 2014 to Jan 2023

• Boosted customer retention by 20% through implementation of strategic best practices.

• Drove a 30% reduction in support ticket resolution time by optimizing user request management and anticipating potential issues.

• Improved customer engagement by 40% and boosted retention rates by 25% through design and implementation of new customer success procedures.

• Led cross-functional initiatives resulting in 6 key recommendations being adopted by senior management, driving company-wide improvements in customer service.

• Achieved consistently high customer satisfaction scores, ranking #1 company-wide for three consecutive years.

• Reduced customer attrition by 15% through creation and regular updating of comprehensive client records and targeted retention strategies.

• Elevated upselling and cross-selling revenue by 22% by identifying opportunities during customer interactions and implementing personalized outreach programs.

Career Break (February 2023 - Present)

• Took a planned career break to provide full-time care for elderly parents.

• Managed complex medical appointments and daily care routines.

• Streamlined the organization of family care logistics by implementing a shared digital calendar; improved communication and reduced schedule conflicts by 40%, allowing for smoother daily operations and enhanced family harmony.

• Achieved certification in advanced customer service techniques through 5 online courses, incorporating learned strategies to elevate service quality and directly increase positive customer feedback by over 40%.

• Volunteered remotely with local senior center, providing phone support to isolated elderly individuals. Arekere, Bangalore, Karnataka, India - 560076 Mobile: +919********* Email: ad9duc@r.postjobfree.com LinkedIn: www.linkedin.com/in/shamshun-nisha Shamshun Nisha

Customer Service Manager

Customer Support - Lead

HP Global Business Operations (Hewlett Packard, Bangalore, India) April 2008 to October 2014

• Optimized order processing efficiency by 30% through optimization of SAP R/3 processes and streamlined workflows.

• Maintained 100% Turnaround Time (TAT) and 95% Efficiency while achieving 100% Accuracy, contributing to department's Six Sigma certification.

• Reduced customer escalations by 40% through implementation of preventive quality control measures and timely CAPA updates.

• Enhanced partner satisfaction scores by 25% by providing comprehensive pre-sales and timely product information.

• Boosted sales conversion rate by 18% through efficient creation and management of sales orders, improving overall revenue.

• Decreased shipping errors by 35% by implementing a rigorous post-sales follow-up process and coordinating closely with the internal team.

• Increased data accuracy and reporting efficiency by 50% through development and maintenance of critical daily metrics and regular share drive updates.

EDUCATION

• Masters in Business Administration (MBA in Marketing & Finance), ICFAI University

• Post Graduate Diploma in Finance (PGDFM), Ravishanker Shukla University

• Bachelors of Commerce (B.Com), Ravishanker Shukla University PROJECTS

TrackWise Digital Complaint Management (Salesforce CRM):

• Spearheaded implementation of TrackWise Digital Complaint Management, resulting in a 25% increase in customer satisfaction scores and a 30% reduction in complaint resolution time. Training Management & Delivery:

• Led APAC-wide competency improvement project, resulting in a 40% boost in employee competency scores and a 20% increase in training efficiency, positively impacting customer service quality across the region. ACHIEVEMENTS

• Awards: Recognized with Customer Satisfaction Excellence Award 9 Years in a row.

• Recognition: Appreciations from clients for prompt action on ad hoc requests. Earned highest marks for customer satisfaction, company-wide.

Arekere, Bangalore, Karnataka, India - 560076 Mobile: +919********* Email: ad9duc@r.postjobfree.com LinkedIn: www.linkedin.com/in/shamshun-nisha Shamshun Nisha

Customer Service Manager

Contact this candidate