Shagun D.

About Shagun D.

Expertise In:1⃣ Customer Relationship Management & Retention2⃣ Customer Experience & Satisfaction Enhancement3⃣ Team Leadership, Coaching & Development4⃣ Client Success & Strategic Growth Initiatives5⃣ CRM Software & Workflow Optimization6⃣ Process Implementation & Continuous Improvement7⃣ Stakeholder & Cross-functional Collaboration8⃣ Performance Metrics, Insights & Data-driven Decisions TranZact – Customer Experience Manager1⃣ Client Engagement & Retention: Designed strategies to maximize customer satisfaction and long-term loyalty.2⃣ HubSpot Optimization: Automated workflows, improved internal documentation, and streamlined task management.3⃣ Process Enhancements: Integrated HubSpot & Freshdesk for improved ticket tracking and visibility.4⃣ Automation & Training: Implemented auto-call recording and meeting transcription tools to enhance efficiency.5⃣ Customer Communication: Standardized email templates and MOM documentation for professionalism.6⃣ Data-Driven Decisions: Created customer health scores for proactive engagement and risk mitigation.7⃣ Feature Adoption: Led webinars on MIS reporting, driving product adoption and user proficiency.8⃣ Renewals & Retention: Automated renewal reminders and usage insights to enhance retention. Kapture CRM – L2 Escalations Manager1⃣ Escalation Management: Led high-priority resolutions, ensuring customer satisfaction and retention.2⃣ Process Optimization: Identified recurring issues and streamlined workflows for quicker case resolution.3⃣ Stakeholder Collaboration: Acted as a key bridge between technical teams and clients.4⃣ Data Insights: Analyzed case trends to implement proactive strategies and reduce escalations.5⃣ Team Training: Upskilled team members, enhancing resolution speed and service quality. StockEdge & Elearnmarkets – Customer Support Specialist1⃣ Customer Support & Engagement: Strengthened brand loyalty through personalized outreach.2⃣ CRM Utilization: Tracked interactions for seamless query resolution and customer satisfaction.3⃣ Process Efficiency: Collaborated cross-functionally to streamline onboarding and support operations.4⃣ Retention Strategies: Championed customer-centric initiatives, increasing overall retention rates. Let’s connect to discuss customer experience, retention strategies, and CRM automation!

Experience

1. Customer Experience Manager

   Tranzact

   Mar 2023 — Present · Mumbai, IN

   Creating SOP for Customer Engagement.~ Investigating and solving any escalations or issues that customers may have.~ Gathering feedback from customers to make improvements to products and services.~ Providing training to employees on how to handle customer service issues.~ Handling Retention and preventing Churn~ Managing Client relations

Education

• International Institute of Information Technology Bangalore

  EXECUTIVE POST GRADUATE PROGRAMME IN DATA SCIENCE, Data Science

• University of Calcutta

  B.com, Accounts and Commerce

  2012 — 2014

• Bhartiya Vidya Bhavan Institute of Management Science 129

  Master of Business Administration - MBA, Accounting and Finance

  2015 — 2017