Event Management/Decors
Akanksha Agnihotri
Customer Support Lead/ Relationship Manager/Onboarding Specialist/SaaS/ Implementation/ Client Servicing/Product Management.
Hyderabad
Summary
Resourceful Account Manager with excellent client oversight, issue resolution, and relationship-building expertise. Maximized repeat business opportunities and utilized proven prospecting techniques to expand client base. High-level sales cycle knowledge and strong collaborative skills leading to optimum outcomes.
I leveraged my 9+ years of experience in recruitment, account management, and project management to deliver customized and industry-specific solutions to clients. I managed the full recruitment cycle for clients, from sourcing and screening candidates to conducting job fairs and negotiating offers. I also assisted account executives with strengthening client relationships, resolving issues, and recommending new products and services.
I have a proven track record of exceeding client expectations, enhancing user retention, and increasing revenue. I also facilitated collaboration and communication between clients and internal teams, ensuring timely and quality delivery of projects. I am passionate about finding innovative ways to improve the customer experience and amplify their ROI.
Overview
15
15
years of professional experience
5
5
years of post-secondary education
3
3
Languages
Work History
Sr. Delivery Consultant
Intuition IT – Intuitive Technology Recruitment
Hyderabad
11.2023 - Current
- Streamlined recruitment processes by implementing efficient applicant tracking systems, reducing time-to-hire rates.
- Negotiated competitive salary packages and benefits on behalf of clients to secure top candidates for their teams.
- Expanded network of potential candidates through consistent outreach efforts at career fairs, industry conferences, and online platforms such as LinkedIn.
- Provided exceptional customer service to both clients and candidates throughout the entire hiring process.
- Maintained up-to-date knowledge of industry trends and changes in recruiting regulations to better serve clientele.
- Maintained comprehensive records of all interactions with clients, candidates, and internal stakeholders within company CRM system for future reference or analysis purposes.
- Efficiently managed high-volume workload while maintaining focus on quality placements for all clients involved.
- Sourced top talent through various channels, including job boards, social media, networking events, and referrals.
- Collaborated with team members to share best practices and improve overall performance within the organization.
- Managed a diverse portfolio of clients across multiple industries, ensuring timely delivery of qualified candidates for open positions.
- Managed a team of 2 new joiners, providing mentorship, training, and support to maximize their effectiveness in serving clients and driving business growth.
- Selected, recruited and interviewed applicants.
- Managed applicant tracking system (ATS) database by entering, updating and maintaining candidate contact details, resumes, and supporting documentation.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
Implementation Specialist-Product Support/Customer Success/Account Manager/Client Engagement
Ceipal
Hyderabad, Telangana, India
01.2022 - 09.2023
- Focused solutions on industry-specific workflow, client base and protocols, tailoring implementations to client needs.
- Having a complete B2B and B2C Experience which involves connecting with Clients and Customers both on a daily basis.
- Collaborated with various internal teams and provided feedback and shared clients needs and requirements and helped them in developing them providing the best customer expectations.
- Assisted account executives with strengthening client relationships through targeted solutions.
- Responsible for selling the products to the existing clients and also trying to acquire new leads and clients via reference (micro sales and BDM and CRM)
- Explained complex, technology-related issues in basic, understandable terms to clients and increased the usage of their account which helped in Client retention.
- Delivered exceptionally high level of professionalism and support to each client, upholding company's commitment to service
- Led a team of 2 junior recruiters and provided mentorship, providing trainings, feedbacks on a daily basis and upgrading their skills to meet their KPI's and perform better.
- Creating SOP's for a systematic stepwise transitions and integrations and assisting the team.
- Sourcing, screening and Scheduling profiles from job portals and social media networks Engage with Client's HR Recruitment team to drive usage of Portal
- Conduct telephonic training for recruitment teams on diversified products for Global Clients
- Responsible for complete Account Management of Clients
- Also delivering Excellent Customer Engagement experience for them by engaging them various features and upgrades.
- Responsible for complete Portfolio Management of Clients by maintained long-term, profitable relationships with clients through problem solving issue resolution and recommendation of new product
- Worked on different Applications of Ticketing, JIRA, ATS, VMS, Reporting.
- Used Ticketing system for Client issues and resolving them with in the given TAT.
- Consistent in being the top performer for highest Customer Satisfaction surveys and least churn rates.
- Identifying opportunities for process improvements and working with cross-functional teams to implement changes
- Increased sales by coaching team members on effective sales strategies to boost retention results
- Responded to customer inquiries and provided technical assistance over phone and in person
- Participated in team meetings and training sessions to stay informed about product updates and changes
- Clarified customer issues and determined root cause of problems to resolve product or service complaints
- Increased efficiency and team productivity by promoting operational best practices.
- Monitor and respond to customer cases, system alerts, or other service management-related notifications within response time goals.
- Participated in process improvements by understanding the Clients requirements and coordinating with the development team.
- Giving Clients a smooth Onboarding and Implementation experience and transitioning them to the service team.
- Developed clear documentation for all implementation processes and procedures, enabling easy knowledge transfer among team members.
- Collaborated closely with sales teams to ensure smooth hand-off of new projects from pre-sales to implementation stages.
- Streamlined implementation processes by effectively collaborating with cross-functional teams and project stakeholders.
- Reduced client onboarding time by developing comprehensive training materials and delivering tailored user sessions.
Assistant manager for Client Relations/Account Management/Product Support/Client Engagement
Monster India
10.2018 - 09.2021
- Managed All Enterprise Clients Portfolio (Both International and across India)
- Co-ordinated with the Management in understanding their queries and concerns and assisted them
- Ability to develop maintain and nurture productive customer relations and Solid ability to prepare detailed project summaries under often limited deadlines
- Engage with Client's HR Recruitment team to drive Monster usage and amplify their ROI
- Provided clients with timely status updates
- Prepared and analyzed productivity and efficiency reports
- Maintained customer relationship management database
- Conduct telephonic training for the recruitment team on diversified Monster products Responsible for cultivating the account and bringing in the renewals
- Responsible for cultivating the account and bringing in the renewals Conducting job fairs as per the client requirements
- Conduct online product training for Clients Recruiters and Recruitment Teams
- Maintained long-term, profitable relationships with clients through problem solving, issue resolution and recommendation of new products Summary Skills Experience and services
- Established new and maintained existing client relationships by cultivating open and positive dialogue, delivering high-quality service and following up after sales close
- Assisted the Recruiters in Understanding their Job Requirements, Creating Job Descriptions, Skill sets, Sourcing the Candidate profiles based on the skills as per Jobs
- Training the Recruitment Team in Screening the Candidate Profiles, Interview Schedules, Talking to Candidates and Submit to Jobs/Clients
- Have Acquired below skills with this profile Client Relationship/Customer Success Management, Recruiting, Report creation, Customer relations, Project management abilities, B2B and B2C, Full Cycle Recruitment, Customer Success, Client Management, Human Resource Management, Voice/Non-Voice, Training and Development, People Engagement, Account Management.
Account Executive/Client Services
ADP India
11.2017 - 04.2018
- Worked as an account executive for wage payments process for 6 months under training.
- As an Account Manager was responsible for handing the Clients, maintaining them and servicing them.
- Develop positive relationship with Clients and responsible for Client relationship Management.
- Maintaining their account by training them, understanding their needs, Data management, increasing the usage of Client account and responsible for Client retention.
- Provided exceptional customer service, addressing client concerns promptly and effectively to ensure long-term loyalty.
- Worked closely with internal stakeholders to ensure timely delivery of products or services, resulting in high levels of client satisfaction.
- Collaborated with cross-functional teams to develop comprehensive marketing strategies, resulting in increased brand awareness and revenue growth.
- Boosted client satisfaction by developing and maintaining strong relationships through effective communication.
- Maintained up-to-date knowledge on product offerings, ensuring accurate representation during sales pitches or negotiations with clients.
- Managed multiple accounts simultaneously while maintaining organization and prioritizing tasks efficiently.
- Trained junior team members on best practices for account executive responsibilities, fostering a collaborative work environment focused on continuous improvement.
- Conducted regular check-ins with existing clients to assess their needs and identify upselling opportunities.
- Process moved back.
Process Developer Trainer, Customer Success, Client engagement, Helpdesk, Contract Management
Genpact
03.2014 - 12.2015
- Project - Procurement Helpdesk Analyst (Customer and Vendor support) Handle customer inquiries, complaints, billing questions and payment extension/service requests
- Performed several team building activities in growth of the team
- Creating parent vendors for SAP CLM Amendments of contracts (adding collaborators, Owner change) Assisting the users for uploading of documents and deletion) Giving access to users for SAP CLM by creating users profile
- System helpdesk; Giving access to users for different systems like Galaxy, contracts, Risk tracks
- Providing reports to the users from expense map to calculate spend of the company
- Approving feedbacks for the users
- Troubleshooting the user’s issues based on the errors regarding the various systems.
Process Developer
AMAZON DEVELOPMENT CENTRE (INDIA) PRIVATE LIMITED
05.2012 - 08.2013
- Project – AR Analyst/ Vendor Disputes Helpdesk Responsibilities: Solving vendor Coop disputes related to Payments
- Making the team complete the given trainings based on several HR policies etc
- Ensure that all the SLA’s are met Getting approvals from clients for repayments Raise credit memos for repaying vendors Make payments to vendor on weekly basis Ensuring that all the vendor details are updated in system Handling calls with clients on weekly basis
- Achievements: Transitioned process from UK successfully, started process with 2 people and then handled individually
- Received appreciation in learning process in short span of time
- Provided several cross trainings regarding overview of process.
Process Specialist
Genpact
11.2010 - 05.2012
- Project – Procurement helpdesk Specialist/ Vendor management helpdesk
- Responsibilities: Independently handling all Sub Processes in ensuring the SLA targets are met instantly complying with compliance guidelines
- Maintaining highest productivity adhering to accuracy complying with Service Level Agreements within timelines
- Initiated and Implemented Simplification ideas in the team for process improvements in FTS hiring
- Handle HR queries for the team as a HR Catalyst
- Handling other responsibilities in the team ensuring the customer satisfaction, adhering quality and compliance process
- Motivate and drive the team to come up with simplification ideas and energies the team in taking up initiatives for various recruiting processes
- Understand the End to End process from full life cycle recruitment process and drive Customer Centricity and client satisfaction
- Knowledge about System Admin and Support and P2P and also pharma industry.
Process Associate
Genpact
09.2009 - 11.2010
- Helpdesk: Efficiently handling daily business calls with the clients and suppliers in resolving their queries seeking any information on requisitions, purchase orders, invoicing issues
- Expediting the orders placed by the clients in real quick turnaround time
- Greet transfer and hold calls Build rapport, listen, clarify and manage conversational flow Manage upset customers, conflicts and challenging situations Deliver outstanding service, exceed expectations and build long-term loyalty Work in teams and in a self-directed environment Sourcing: Work with sourcing buyers regularly in getting the contracts renewed for the vendors expired in the database and also responsible for providing support of the different Procurement Applications used by the clients in real quick turnaround time
- Database Management: Add, modify and update centralized Sourcing Feed Database which is the main DB containing all the supplier information
- Standardize supplier and commodity information, ass new suppliers, maintain supplier’s codes based on different categories
- Achievements: Successfully Provided training for all the new joiners in process
- Received several appreciations/awards from clients for successfully transitioning the new process of SAP CLM within a given TAT time
- Providing cross trainings to different accounts (teams) who are handling different Customer satisfaction projects
- Received spot award for month of November 2014
- Received bronze award and Far & Beyond award for September 2015
- Transitioned process from UK successfully, started process with 2 people and then handled individually in closing the requirements
- Received appreciation in learning process in short span of time
- Provided several cross trainings regarding overview of complete on boarding process.
Education
SSC - Secondary Education and Teaching
Johnson Grammar School ICSE & IB
Hyderabad, TelanganaAssociate of Science - AS - Biology, General
Narayana Junior College - India
Hyderabad, Telangana 06.2004 - 05.2006
Bachelor of Science - BS - Medical Microbiology and Bacteriology
St.Pious X Degree And P.G College For Women
Hyderabad, Telangana 01.2006 - 04.2009
Skills
Client Relationship Management
Portfolio Management
User Trainings
Client/Customer Support
Micro sales and upselling products
Application/Product support and Improvement
Team trainings and Cross functional Trainings
Stakeholder Management
Problem Solving
Incident Management
Customer Support
Issue Resolution
People Management/Performance Monitoring
Client service optimization
Account Management
Revenue Growth
Implementation Management
Staff Mentoring
Accomplishments
- Always Topped the Customer Surveys and Client Engagements.
- Received the Best QA Award for Dec'22
- Received various appreciations with Clients for exceptional Client servicing and providing best Customer experiences.
- Always maintained the KPI scores for 4.5 to 5.
Additional Information
- Completed HR Graduation under SR.HR Manager at Genpact.
- Acted as an HR SPOC for the Team providing support and helping them in Employee development initiatives.
- Lead a team of HR Employee Advisors to handle and resolve all HR related queries and issues raised by Employees.
- Contribute to the people management strategy (e.g. training, development, engagement.
- Organized various Team Building activities for team and conducted various cultural events and participation as well.
Interests
Mehendi Artist
Social Media Content Creator
Photography
Gardening
Timeline
Sr. Delivery Consultant
Intuition IT – Intuitive Technology Recruitment
11.2023 - Current
Implementation Specialist-Product Support/Customer Success/Account Manager/Client Engagement
Ceipal
01.2022 - 09.2023
Assistant manager for Client Relations/Account Management/Product Support/Client Engagement
Monster India
10.2018 - 09.2021
Account Executive/Client Services
ADP India
11.2017 - 04.2018
Process Developer Trainer, Customer Success, Client engagement, Helpdesk, Contract Management
Genpact
03.2014 - 12.2015
Process Developer
AMAZON DEVELOPMENT CENTRE (INDIA) PRIVATE LIMITED
05.2012 - 08.2013
Process Specialist
Genpact
11.2010 - 05.2012
Process Associate
Genpact
09.2009 - 11.2010
Bachelor of Science - BS - Medical Microbiology and Bacteriology
St.Pious X Degree And P.G College For Women
01.2006 - 04.2009
Associate of Science - AS - Biology, General
Narayana Junior College - India
06.2004 - 05.2006
SSC - Secondary Education and Teaching
Johnson Grammar School ICSE & IB