Summary
Overview
Work History
Education
Skills
Timeline
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Manushri Misra

Surrey,BC

Summary

A seasoned professional in the Client Retention and Relationship Domain. Played a pivotal role in establishing the Strategic Alliances Group at a leading Facility Management Company-Compass Group and achieved an outstanding 95% retention rate. Skilled in cultivating and overseeing relationships at every level of the client hierarchy, mentoring staff, integrating ideas and customizing approaches to support specific means and goals.

Overview

11
11
years of professional experience

Work History

Business Consultant

VANLONCHAN CONSULTING
01.2021 - 08.2023
  • Successfully managed a portfolio of 15 key client accounts in the technology and and services domain, ensuring high levels of client satisfaction and retention.
  • Developed KPIs and SOPs for a large food sector client to improve operational performance and service delivery to the end customer.
  • Mentoring and coaching client teams and franchisees to enhance productivity.

Senior Manager-Strategic Partnerships

COMPASS GROUP PLC.
12.2015 - 03.2019
  • Co-created the Strategic Alliances Group (SAG) to address perceived underperformance in client retention
  • Succeeded in retaining 95% of ‘Top 25’ global accounts by facilitating alliances with priority accounts
  • Developed and implemented tailored customer engagement strategies like client interviews, White Papers (CRM) monthly reviews-MMR and quarterly business reviews -QBR, resulting in a 11% increase in client retention over three years
  • Implemented client satisfaction surveys- C-Sat, Net Promoter Score (NPS) analytics to initiate data-driven improvements to service delivery
  • Shaped the strategy of services for large corporate, academic, and healthcare clients
  • Worked closely with the sales and the operations teams to identify cross-sell and upsell opportunities, driving a 9% increase in upsell revenue.

Account Manager

SONATA SOFTWARE
12.2014 - 12.2015
  • Managed complex RFP/RFI specifications for government/private sector clients in BFSI, Energy, and Education verticals.
  • Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.

Senior Account Manager

WIPRO TECHNOLOGIES
06.2012 - 11.2014
  • Awarded ownership of a challenging territory and succeeded in generating $3M, exceeding top line and profit targets by 500%
  • Recognized by the company as ‘Best Hire’ in 2012 for producing outstanding results
  • Demonstrated consistent ability to engage and cultivate profitable relationships with CIO level executives which proved essential in growing markets share and significantly improving sales results in the territory
  • Executed a holistic key account strategy focusing on IT Services, Product & Total Outsourcing deals through up selling and cross selling.

Education

Certificate - Data and Marketing Analytics

UBC Sauder School of Business

Certified Professional Sales Person (CPSP) -

National Association of Sales Professionals, USA

MBA -

Fore School of Management

Bachelors in Technology -

AKTU

Skills

  • Customer Relationship Management (CRM)
  • Service Delivery
  • Personnel Management
  • Effective communicator
  • Account Management
  • Data Analysis and Reporting

Timeline

Business Consultant

VANLONCHAN CONSULTING
01.2021 - 08.2023

Senior Manager-Strategic Partnerships

COMPASS GROUP PLC.
12.2015 - 03.2019

Account Manager

SONATA SOFTWARE
12.2014 - 12.2015

Senior Account Manager

WIPRO TECHNOLOGIES
06.2012 - 11.2014

Certificate - Data and Marketing Analytics

UBC Sauder School of Business

Certified Professional Sales Person (CPSP) -

National Association of Sales Professionals, USA

MBA -

Fore School of Management

Bachelors in Technology -

AKTU

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Manushri Misra