Shardul A Satra

About Shardul A Satra

A performance-driven professional with 20+ years of experience in client success and…

Experience

1. Customer Success Leader

   First Advantage

   Jul 2024 — Present · Mumbai, IN

   Successfully led Client Success team of 13 Managers and Assistant Managers, overseeing 280+ client accounts and generating over $20M in annual revenue.• Demonstrated strong leadership abilities in team capacity planning, fostering healthy relationships with clients and internal stakeholders, designing action plans, reviewing operational metrics, and assessing business for revenue potential.• Excelled in client relationship management, ensuring high levels of customer satisfaction and loyalty.• Leveraged data analytics to review client requirements based on their industry and implemented solutions to improve client SLA and operational efficiency.• Developed organizational capabilities, created business roadmaps, and delivered projects to set up new client accounts.• Exhibited exceptional project management skills by implementing projects for system migration and process alignment post new business acquisitions, ensuring compliance and due diligence. Steered process review and alignment, enabling faster client transitions between various processes and applications.• Conducted risk assessments and proactively coordinated with operations and other functional departments to ensure timely resolution of client issues by implementing risk mitigation plans and retaining revenue.

Education

• St. Francis D'Assisi High School

  SSC, High School/Secondary Certificate Programs

  1988 — 1998

• Jain (Deemed-to-be University)

  Master's degree, DATA SCIENCE AND ANALYTICS

• Acharya Ambalal V. Patel Junior College

  HSC, Science

  1998 — 2000

• Kalinga University, Raipur

  Bachelor's Degree, BBA - Industry Integrated

  2013 — 2016

• Mahatma Gandhi University

  Bachelor's degree, Computer Applicaton

  2012 — 2015

Skills

• Computer Hardware
• Training Delivery
• Technical Support
• Operations Management
• Lean Six Sigma
• Customer Service
• Performance Management
• Crm
• Contact Centers
• Customer Experience
• Customer Satisfaction
• Training
• Customer Relationship Management (Crm)
• Management
• Team Management
• Call Center
• Bpo
• Soft Skills
• Call Centers
• Business Process Outsourcing (Bpo)
• Troubleshooting