Samviti Bhardwaj

Account Manager @BT Group

Key Role:• Managed customer relationships and service delivery for BT and EE clients, focusing on account optimization, retention, and upselling.• Served as the first point of contact for resolving technical, billing, and product inquiries in a remote support environment.Major Achievements:• Achieved 110%+ of monthly sales targets consistently through strategic upselling and plan optimization.• Ranked in the top 10% of the team based on customer satisfaction, SLA compliance, and conversion performance.• Contributed to a 13% revenue increase by identifying cross-sell opportunities and recommending tailored product solutions.Responsibilities:• Managed 30+ daily customer interactions, maintaining a 92% satisfaction rating and exceeding SLA benchmarks.• Collaborated with backend support teams to resolve technical issues, reducing repeat contact volume by 12%.• Logged customer data and interaction insights in CRM systems, supporting improved segmentation and customer journey mapping.• Adapted communication tone across diverse customer profiles, enhancing service personalization and trust.• Delivered product education and service guidance to drive client retention and satisfaction.• Operated effectively in a fast-paced, target-driven environment while contributing to continuous process improvements.