AKSHITA THAPLIYAL
Etobicoke,Ontario
Summary
Versatile Customer Success Manager with over seven years of outstanding performance and results in client management, projects, sales and service. Offering quality customer service, work quality and manages key milestones. Involved in product testing, project management and development of new business opportunities. Noted for creativity in customer support strategies.
Overview
7
7
years of professional experience
Work History
Sr. Customer Success Manager
RocketRez
Steinbach, Manitoba
03.2021 - Current
- Manage multi-million platinum customer's from onboarding to sustaining success, while working on implementation of custom developments basis business needs.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Managed successful negotiation of long-term contract renewals with franchise owners and sales affiliates.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Created customer support strategy to increase customer retention.
- Reviewed all customer inquiries to understand project scope while managing internal delivery mechanisms.
- Attended trade shows and seminars to promote products and network with industry contacts.
- Managed technical integration, systems engineering program management, customer support and program management.
Member Experience Specialist
Millennium 1 Solutions
Ottawa, ON
09.2020 - 03.2021
- Assisted members with correcting account, service
and system issues by educating on required forms
and technical processes. - Recommended specific products and services in
alignment with individual needs, requirements and
specifications. - Reduced average call time 75% with optimal call
control and efficient use of internal knowledge
bases. - Continuously surpassed customer service standards
while ensuring compliance with call volume
objectives. - Preserved revenue streams by utilizing strong
communication and negotiation skills, offering
refunds as last resort to maintain customer
satisfaction..
Project Manager and Process Engineer
Encade Corporation
Ottawa, ON
04.2020 - 08.2020
- Identified plans and resources required to meet project goals and objectives by setting realistic timelines and checkpoints.
- Developed implementation methodologies to rein in project costs while meeting key milestones.
- Developed and initiated projects, including managing costs, schedule and performance. Increased savings by initiating and fostering relationships with vendors to communicate on problem-areas and work closely to resolve.
- Identified, reviewed and applied policies and procedures by exercising informed judgment to achieve optimal performance.
- Orchestrated projects within strict timeframes and budget constraints by solving complex problems and working closely with senior leaders.
- Managed all phases of $3M project from procurement to commission.
Quality and Process Engineer
Tata Sky
Noida, India
09.2017 - 08.2019
- Led team of 8 on several complex projects.
- Reviewed processes, identifying areas that required
improvement. - Developed documentation, including diagrams and
specifications, to meet project requirements and
regulatory standards. - Established project schedules and monitored tasks
to meet milestones during each phase. - Created policies and procedures for quality
assurance, best practices and project
management. - Identified problems and recommended new
processes to improve efficiency and reduce costs. - Won business excellence award for exceptional
talent in the industry.
Territory Manager - Sales and Service
McCurrach-Unilever
London, England
05.2016 - 02.2017
- Promoted sales of Unilever Wall's Ice Cream to achieve revenue targets, bringing in $2.2B in 1 year. Developed brand expansion initiatives, including sales, marketing, advertising campaign and P&L commitments.
- Assessed each location's individual and team performances, analyzing data trends to determine best methods to improve sales results.
- Achieved sales goals, distribution targets and market share through proactive management of territory.
- Evaluated production levels, quality standards and maintenance actions to identify and address operational problems and maintain targets.
- Documented time, calls and results, and submitted reports.
- Prospected at least 5 leads per week and pursued opportunities to lock in paying customers off potential connections.
- Managed over 250 accounts within south west london territory.
- Awarded as no territory manager (4 times) and in top 5 throughout the job.
Education
Post Graduate Diploma Certificate - Project Management
Algonquin College
Ottawa, ON08.2020
Class A Manager Certificate - Management And Leadership
Institute of Leadership And Management
London, England03.2016
Bachelor of Technology - Electronics And Communication Engineering
Maharishi Markandeshwar University
India07.2015
Skills
- Customer relationship building
- Customer technical support
- Customer experience management
- Customer acquisition campaigns
- Customer complaint resolution
- Account Management CRM
- Key stakeholder relationship building
- Complaint resolution
- Project planning and development
- Testing and Conversion Plans
- New product introduction strategies
- Project estimation and bidding
- Regulatory Compliance Assurance
- Process change documentation
- Business development and planning
- Database Management
- Systems and software programs
- Trained in consumer marketing
Accomplishments
- Resolved product issue through consumer testing.
- Completed the WatchDog Project on time and $100k under budget.
- Improved customer satisfaction ratings by 53%.
- Presented with the Business Excellence Award for spurring more than 53% growth for 12 consecutive months.
- Collaborated with team of 6 in the development of Watchdog Project.
- Resolved product issue through consumer testing.
- Salary raised by 9% in first 5 month of job for excellence in customer service.
Timeline
Sr. Customer Success Manager
RocketRez
03.2021 - Current
Member Experience Specialist
Millennium 1 Solutions
09.2020 - 03.2021
Project Manager and Process Engineer
Encade Corporation
04.2020 - 08.2020
Quality and Process Engineer
Tata Sky
09.2017 - 08.2019
Territory Manager - Sales and Service
McCurrach-Unilever
05.2016 - 02.2017
Post Graduate Diploma Certificate - Project Management
Algonquin College
Class A Manager Certificate - Management And Leadership
Institute of Leadership And Management
Bachelor of Technology - Electronics And Communication Engineering
Maharishi Markandeshwar University
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