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Kitchener
shefali chaudhary

shefali chaudhary

Senior Customer Success Specialist

Engineering / Architecture

Kitchener, Waterloo

Social

Services offered

Product and Customer Success Specialist with a proven track record of driving customer satisfaction, retention, and revenue growth. I am passionate about building strong relationships with customers and helping them achieve their strategic goals. I am well-versed in utilizing CRM tools like G-Suite/Office 365, Slack, Salesforce, and Zoom to support the business processes effectively. With my expertise in customer success, I consistently strive to enhance customer satisfaction and achieve business objectives.

Customer success specialist
Customer support
Approximate rate: CAD$ 20 per hour

Experience

  • Utilized CRM system to track and monitor customer interactions, resulting in a 25% improvement in response time to customer inquiries.
  • Maintained SLA targets by implementing streamlined processes, reducing average resolution time by 15%, and achieving a 95% customer issue resolution rate within the agreed timeframe.
  • Participated in daily strategy meetings with sales, finance, products, developer, and operations teams to identify areas of improvement for features and integrations, leading to a 30% decrease in integration lifecycle time.
  • Developed and implemented personalized playbooks for customers, resulting in a 15% decrease in churn rate and an increase in customer lifetime value.
  • Conducted comprehensive analysis of customer issues using internal tools, customer surveys, and success metrics, resulting in customer satisfaction ratings.
  • Collaborated with product managers to develop and launch the "Convenience Fee Management," which led to a 70% increase in overall acquisitions within the first quarter, resulting in $1 million in new business.
  • Established a feedback loop with Product to help bring the voice of the user in all product-related decisions through qualitative data analysis.

Education

Masters of Business Administration in Computer Science

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