Bikram Basel

About Bikram Basel

An industry-leading Customer Success Manager/ Project Manager with 8+ years of industry…

Experience

1. Senior Manager - Client Delivery

   Aon

   Feb 2018 — Present · Gurugram, IN

   Fostered and optimized business growth for our prime product - online assessment hiring tool, to manage a total of 26 clients simultaneously within the government and education sectors, to deliver customized platforms, unique features, and comprehensive vigilance, especially for work-from-home assessments, thereby managing a total of USD 2.5 million revenue.• Built a client delivery team of 10 team members from scratch to manage a portfolio of 26+ clients with successful delivery of continuous growth of clients’ accounts, accelerated business performance, and strengthened client reporting.• Led training and onboarding of new hires by developing SOPs, training manuals, standardizing onboarding and trainings, and effective management of performance matrix to allow for quick, efficient onboarding along with clear communication of deliverables across the team. • Primary point of contact for internal stakeholders reporting to the Technical Lead, Operations Manager, and Product Lead for a continuous communication channel to bring clients\' requirements into product development.• Delivered a reduction of escalations by 30% thereby delivering an increase in client satisfaction and client retention, while simultaneously acquiring 5 new clients by word-of-mouth. • Innovated a Project Closure Report Analysis for every completed project to create a reflections loop to understand areas of improvement, encourage innovative ideas, reduce operating costs, and automate tasks to reduce dependency on manual labor.• Reduced operating costs by 15% through a reduction in dependency on Outside Supplier Services (OSS) by automating repetitive organizational and administrative tasks, through the innovative development of a demographic feature to acquire geographical data.• Managed and oversaw the resolution of daily sales outstanding (DSO) within 7 days for a 45-day resolution.

Skills

• Microsoft Office
• Business Development
• Customer Relationship Management (Crm)
• Management
• Leadership
• Team Management
• Customer Service
• Market Research