Bhumika Shah
Hamilton,ON
Summary
Professional, experienced customer success specialist prepared for this role. Proven track record in driving customer satisfaction and retention. Strong focus on team collaboration and delivering impactful results. Skilled in relationship management, strategic planning, and problem-solving, with flexible approach to evolving business needs.
Overview
14
14
years of professional experience
Work History
Senior Customer Success Manager
Suncor Energy Products Partnership
08.2018 - Current
- Collaborated with sales, product, and support teams to ensure seamless onboarding and account management processes.
- Conducted regular business reviews with key stakeholders to track progress towards goals and identify areas for improvement.
- Served as the primary point-of-contact for strategic clients, ensuring timely resolution of issues and effective communication.
- Enhanced customer satisfaction by implementing personalized success strategies for key accounts.
- Streamlined internal workflows through cross-functional collaboration, improving overall efficiency within the customer success department.
- Developed data-driven action plans to improve customer outcomes and experiences.
- Achieved revenue targets by managing renewals effectively and identifying upsell opportunities within existing accounts.
- Established strong relationships with clients to build trust and loyalty, leading to long-term business partnerships.
- Managed escalations effectively, resolving complex issues and preventing future occurrences.
- Contributed to company growth by driving referrals from satisfied customers through relationship-building efforts.
- Led a team of Customer Success Managers, resulting in increased client retention and upselling opportunities.
- Improved internal knowledge-sharing capabilities through collaboration tools implementation.
- Increased customer engagement by designing targeted outreach campaigns tailored to individual user profiles.
- Championed a proactive approach to customer success by identifying potential issues, addressing them early-on in the client lifecycle, and preventing churn.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Created customer support strategies to increase customer retention.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Defined clear targets and objectives and communicated to other team members.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Business Operations Manager
Circle K
04.2011 - 07.2018
- Reviewed company's strategic plans and developed departmental goals and standards to support vision.
- Streamlined business processes by analyzing current procedures and implementing necessary improvements.
- Increased overall efficiency by automating repetitive tasks and optimizing workflow.
- Oversaw day-to-day business operations on sales floor by fostering deep professional relationships with wholesale contacts and customers.
- Oversaw financial management, ensuring accurate forecasting, budgeting, and reporting to support informed decision making.
- Established performance metrics to evaluate team effectiveness and identify opportunities for improvement.
- Implemented cost-saving measures, reducing operational expenses without sacrificing quality or productivity.
- Trained new hires, providing information, and insight into corporate policies and procedures.
- Recruited, hired, mentored and trained 35 staff on business procedures, policies, duties and customer care methods.
- Fostered a positive work environment that supported employee engagement and retention.
- Maximized revenue generation through effective sales strategies and market analysis insights.
- Championed a continuous improvement culture by encouraging innovation and proactive problem-solving among team members.
- Designed comprehensive training programs to enhance employee skills and boost overall performance.
- Reduced operational costs with thorough analysis of expense reports and identification of areas for budget optimization.
- Oversaw implementation of new CRM system, improving data accuracy and accessibility for sales team.
- Analyzed performance data to identify trends and areas for improvement, informing strategic planning processes.
- Improved customer satisfaction by quickly addressing and resolving customer complaints and feedback.
- Managed inventory control processes to minimize stockouts and excess inventory, ensuring product availability and reducing storage costs.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Education
Bachelor of Arts - Business in Marketing
Mohawk College of Applied Arts And Technology
Hamilton, ON10.2012
MBA - Human Resources And Marketing
Saurastra University
Gujarat, India05.2007
Skills
- Data-driven decision-making
- Customer Advocacy
- Relationship Management
- Upselling strategies
- Customer Feedback Analysis
- Customer Segmentation
- Customer Journey Mapping
- Customer Retention
- Strategic communications
- Customer Relationship Building
- CRM Software
Languages
English
Professional Working
Hindi
Full Professional
Gujarati
Native or Bilingual
Timeline
Senior Customer Success Manager
Suncor Energy Products Partnership
08.2018 - Current
Business Operations Manager
Circle K
04.2011 - 07.2018
Bachelor of Arts - Business in Marketing
Mohawk College of Applied Arts And Technology
MBA - Human Resources And Marketing
Saurastra University
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