Shubhangi Sharma
Delhi
Summary
Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Manager, Customer Success US & UK
Augnito India Pvt. Ltd
03.2023 - Current
- Generated 24% rise in customer loyalty for B2B international Clients.
- Streamlined customer support workflows through Freshdesk integration.
- Streamlined internal processes, increasing productivity by 30% within the first year.
- Analyzed customer feedback and sales data to identify design improvements, driving continuous product enhancement.
- Collaborated with various departments to address challenging customer concerns efficiently.
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Utilized customer feedback to inform changes and improvements to customer success plans.
Customer Excellence Brand Manager
Rally OurBus
05.2022 - 03.2023
- Supervised 24 agents across all communication platforms (call, email, chat & social media)
- Developed a comprehensive style guide for uniform brand communication.
- Analyzed customer feedback and market trends to make informed decisions about product and brand messaging.
- Integrated social media as a mode of communication with the customer excellence team.
- Developed SOP and Knowledge base for effective social media communication.
- Conducted training sessions following the newly established process.
- Researched market trends to identify customer needs and preferences for strategic planning.
Operations Manager
Whitehat Jr.
05.2020 - 05.2022
- Directed a professional team of 25 to represent the organization and convey service details to educators and clients.
- Oversaw daily operations for 500+ teachers' accounts through effective relationship management.
- Fulfilled teacher and customer needs through data analysis.
- Administered strong company Knowledge & provided on-time presentations to customers to clear critical queries/issues
- Enhanced representatives' performance through specialized product training.
- Recorded operational activities promptly and accurately.
- Created stakeholder correspondence using chat, call, and email methods.
- Led operations team in daily tasks, optimising workflow and increasing efficiency by 28%.
Founder
Crafting.Happiness
07.2015 - 05.2020
- Established @Crafting.happiness to offer unique handcrafted gifts.
- Acquired 25K+ constant followers & completed over 50K+ successful customized orders shipped to 100+ cities
- Secured collaborations with key logistic providers to cover all major urban areas in India.
- Managed interactions with business partners and vendors to secure necessary materials.
- Curated a diverse range of 300+ products across 20+ categories.
- Managed end-to-end business product awareness.
- Devised digital marketing campaigns to boost online traffic.
Education
Post-Graduation Diploma - Management
2020
Bachelor of Business Administration -
2018
Senior Secondary - Commerce
2015
Skills
- Management
- Customer Lifecycle Management
- Performance Management
- Coaching
- Leadership
- Microsoft Office
- Customer relationship management systems
- Product development
- Quality assurance
- CRM Software proficiency
Linkedln
http://linkedin.com/in/shubhangi-sharma-2835b9b5
Certification
Global Immersion certified from NTU - Singapore
Timeline
Manager, Customer Success US & UK - Augnito India Pvt. Ltd
03.2023 - Current
Customer Excellence Brand Manager - Rally OurBus
05.2022 - 03.2023
Operations Manager - Whitehat Jr.
05.2020 - 05.2022
Founder - Crafting.Happiness
07.2015 - 05.2020
Guru Gobind Singh Indraprastha University - Bachelor of Business Administration,
Cambridge School - Senior Secondary, Commerce
Jagannath International Management School - Post-Graduation Diploma, Management
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