Naveena Dusari
Hyderabad
Summary
Customer Success Manager with 5+ years of experience, skilled in oral and written communication, active listening, and analytical problem-solving. Specialize in B2B SaaS customer success management, excelling in fostering strong client relationships, driving product adoption, and ensuring customer satisfaction. Proficient in handling customer inquiries and requests via email, chat, and phone channels, consistently resolving concerns to maintain high satisfaction levels. Possess strong communication and interpersonal skills, empathizing with customers while demonstrating effective time management and a positive, solution-driven approach in fast-paced environments. Adept at collaborating with teams to achieve organizational goals.
Overview
6
6
years of professional experience
Work History
Customer Support Executive
AMAZON DEVELOPMENT CENTER PVT LTD
10.2018 - 06.2021
- Served as a customer support associate at Amazon Development Center Pvt Ltd, where I provided exceptional customer service and support
- Assisted customers with inquiries, resolved issues via phone, chat and email
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Offered advice and assistance to customers, paying attention to special needs or wants
- Met customer call guidelines for service levels, handle time and productivity
- Developed highly empathetic client relationships and earned reputation
- Followed up with customers about resolved issues to maintain high standards of customer service
- Responded to customer requests for products, services, and company information
- Answered customer telephone calls promptly to avoid on-hold wait times
- Developed customer service policies and procedures to meet and exceed industry service standards
Customer Success Manager
Keka technologies Pvt ltd
06.2021 - 01.2023
- Worked as a Customer Success Manager at Keka Hr technologies, where I managed onboarded client accounts, provided customer support, renewed contracts, ensuring high levels of satisfaction and retention in a B2B SaaS environment
- Communicate with customers effectively through the mail, chat, and voice channels
- Assisted customers with onboarding and product setup to foster successful adoption and usage
- Monitored customer progress and addressed customer inquiries with timely and accurate updates
- Utilized customer feedback to inform changes and improvements to customer success plans
- Assisted with contract management and annual renewal processes
- Managed customer relationships, focusing on retention and revenue growth through strategic upselling initiatives
- Collaborated with the product team to create cross-selling opportunities, contributing to in add-on sales
- Improved customer experiences to increase renewal rates, reduced churn and enhanced support services
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly
- Created customer support strategies to increase customer retention
- Measure product usage metrics and assist businesses in increasing product adoption
- Identify bottlenecks in the operations and come up with improvements and process optimizations
- Utilize my strong communication and relationship-building skills to build and maintain strong client relationships
- Conducted post-project reviews with clients to identify areas for improvement and enhance future project success
Customer Success Specialist
Ampity Infotech Private Ltd
03.2024 - Current
- I work as a Customer Success Specialist for a sports-focused application serving a U.S based sports organization
- My role involves configuring the application to meet client needs and providing general customer support to players
- Customize and configure accounts or profiles based on client or employee requirements
- Act as a primary point of contact for any initial questions or concerns, providing prompt and helpful responses
- Monitor progress during the onboarding period to ensure clients or employees are meeting milestones
- Provide customer support to the players via chat, email and phones
- Improve customer satisfaction by efficiently addressing and resolving inquiries, concerns, and complaints
- Listened to customers' questions and concerns to provide answers or responses
- Manage high-stress situations effectively while maintaining a calm demeanor and providing empathetic support to customers facing challenges or frustration
- Collect customer information and analyze customer needs to recommend potential products or services
- Maintain detailed records of customer interactions, ensuring accurate documentation for future reference
- Develop and maintained FAQ section, reducing incoming query volume
- Present technical presentations to clients to explain product features and benefits
- Develop and implemented product marketing plans to reach target customers
- Work with sales, customer success, product, and technical teams to align onboarding activities with company goals
Education
Bachelor of Technology - Civil Engineering
St. Martin's Engineering College
Hyderabad06.2016
Skills
- Customer engagement
- Customer relationship management (CRM)
- Customer Onboarding
- Email, Chat & Phone Support
- Time management
- Retention and Annual renewals
- Ticketing Systems & Live Chat Support
- SaaS Product Support
- Active Listening & Empathy
- Troubleshooting & Issue Resolution
- Customer Query Resolution
- Conflict Resolution & De-escalation
- Professional & Clear Communication
- SLA & KPI Management
- Escalation Handling
- Working with Cross-functional Teams
- Customer Feedback & Insights Sharing
- Training & Mentoring New Team Members
- Upselling & Cross-selling
- Process Improvement & Documentation
- Data Analysis & Reporting
- Risk Mitigation and Problem-Solving
- Technical support
- Adaptability and flexibility
- MS-EXCEL
- Verbal and written communication
Personal Information
- Date of Birth: 03/01/94
- Gender: Female
Declaration
I solemnly declare that the above provided information is true to the best of my knowledge and belief.
Timeline
Customer Success Specialist
Ampity Infotech Private Ltd
03.2024 - Current
Customer Success Manager
Keka technologies Pvt ltd
06.2021 - 01.2023
Customer Support Executive
AMAZON DEVELOPMENT CENTER PVT LTD
10.2018 - 06.2021
Bachelor of Technology - Civil Engineering
St. Martin's Engineering College
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