Arshad Sorathia
Rego Park,NY
Summary
Versatile Customer Support Manager highly effective at conflict resolution and persuasive communication. Knowledgeable about quality assurance and training to support and set up teams for success. Hardworking and reliable with excellent attention to detail to manage processes and timelines to accomplish tasks.
Overview
10
10
years of professional experience
1
1
Certification
Work History
IT Project Manager
Chola Ms General Insurance Company
Mumbai , Maharashtra
2022.09 - 2023.08
- Reduced IT infrastructure costs by $200,000 annually through strategic vendor contract negotiations, proactive fraud detection measures, and optimized after-sales service support.
- Successfully implemented ITIL/ITSM methodologies to streamline service delivery and incident resolution for 200 branches and 1500+ users using symphony summit software.
- Established clear performance metrics and KPIs to measure the effectiveness and efficiency of the IT infrastructure.
- Motivated and coached a team of 30 IT engineers, fostering a collaborative and results-oriented work environment. Developed and implemented training programs to upskill the IT staff on new technologies and best practices.
- Architected and deployed highly scalable and reliable IT infrastructure solutions to meet the growing business needs. Implemented disaster recovery and business continuity plans to ensure minimal downtime in case of unforeseen circumstances.
- Built strong relationships with vendors and service providers to ensure timely and cost-effective solutions.
- Managed and controlled IT infrastructure budgets, ensuring efficient resource allocation and cost optimization. Negotiated and secured favorable contracts with vendors to achieve cost savings.
- Developed and presented compelling budget proposals to senior management for infrastructure upgrades and expansion.
Customer Success Manager
Net Access India Pvt. Ltd
Chennai , Tamil Nadu
2020.02 - 2022.09
- Championed a product vision and roadmap that increased user adoption by 50%. This involved collaborating with product and marketing teams to understand customer needs and translate them into actionable features.
- Managed upselling and retention programs, securing renewals for 50,000 SaaS licenses across 28 enterprises, generating $0.7 million in annual recurring revenue (ARR).
- Established a customer advocacy program, cultivating brand ambassadors who drove a 30% increase in new business from referrals.
- Monitored key customer success metrics and translated insights into actionable recommendations to improve customer experience and drive product adoption.
- Implemented a customer health scoring system to proactively identify at-risk accounts, enabling early intervention and improved retention rates.
- Conducted regular business reviews with clients, showcasing the value proposition and fostering long-term partnerships.
- Collaborated with product management to prioritize customer-centric features based on feedback and market trends.
- Developed and executed personalized success plans for key accounts, achieving a 15% improvement in customer lifetime value (CLTV).
- Led and mentored a Customer Success team, fostering a culture of continuous learning, exceptional service, and exceeding client expectations.
- Spearheaded cross-functional collaboration across sales, marketing, and product teams to ensure customer success strategies aligned with business objectives, resulting in increased customer retention and satisfaction.
- Created comprehensive customer success documentation for internal and external use, ensuring consistent messaging and efficient onboarding.
- Implemented a proactive customer outreach program, addressing concerns and identifying upselling/cross-selling opportunities, leading to a 20% increase in revenue from existing accounts.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Collaborated with cross-functional teams to develop strategies for driving customer success.
- Developed change management plans and strategies to facilitate organizational change initiatives.
Office 365 Consultant and Training Manager
Freelancer
Mumbai , Maharashtra
2016.09 - 2020.01
- Developed and delivered engaging training programs for corporate clients, equipping employees with the skills to leverage the full potential of Microsoft Office 365 applications, MS SharePoint, Google Workspace, product training and Process training.
- Successfully trained over 20,000 employees across various departments, significantly improving their proficiency in using tools to enhance productivity and achieve business goals.
- Increased user satisfaction and engagement with 80% successful customer feedback.
- Tailored training content to address specific client needs and user skill levels, ensuring effective knowledge transfer and maximizing user adoption.
- Utilized a blend of instructional methods, including interactive workshops, hands-on exercises, and individual coaching sessions, to cater to diverse learning styles.
- Reduced time spent learning new features through effective training methods.
- Improved collaboration and communication within teams through effective use of Office 365 tools.
- Developed and implemented training materials, including user guides, and video tutorials, for ongoing reference.
- Partnered with IT departments to ensure a smooth transition to Office 365 and address any technical challenges users might encounter.
Corporate Trainer
Koenig Solutions Pvt. Ltd
Delhi , Delhi
2016.02 - 2016.08
- Delivered comprehensive training programs for CompTIA A+ and N+ certifications, preparing individuals for successful careers in IT support and network administration.
- Developed and facilitated engaging training sessions on Microsoft Office 365 applications empowering users to leverage their full potential and enhance workplace productivity.
- Utilized a blend of instructional methods, including lectures, hands-on labs, and interactive exercises, to cater to diverse learning styles and ensure effective knowledge transfer.
- Increased student pass rates for CompTIA A+ and N+ certifications.
Training Manager and Corporate Trainer
NIIT Pvt. Ltd
Mumbai , Maharashtra
2013.10 - 2016.01
- Designed and delivered technical training programs on Microsoft SharePoint 2013, Office 365, and other relevant software, empowering employees with the knowledge and skills to excel in their roles.
- Spearheaded the development and implementation of comprehensive training initiatives, including:
- Train the Trainer (TTT) program: Successfully equipped internal employees to become effective trainers, multiplying the reach of knowledge dissemination and fostering a culture of continuous learning within the organization.
- Content development: Created high-quality training materials aligned with specific learning objectives and industry best practices.
- Certification programs: Facilitated employee participation in industry-recognized certification programs, enhancing their skillsets and marketability.
- Project coordination: Efficiently managed training projects, ensuring smooth execution from Training Needs Assessment (TNA) to Training Needs Implementation (TNI).
Education
Master of Science - Technology Leadership And Project Management
Touro College
New York, NY2025-04
MBA - Marketing
Southern New Hampshire University
Mumbai2020-03
MBA - Marketing
ITM
Mumbai2020-03
Master of Science - Information Technology
University of Mumbai
Mumbai2012-10
Skills
- Client Relations
- Mobile Application Development
- Risk Management
- IT service management
- Business Analysis
- Cross-functional team leadership
- Purchasing and procurement
- Scrum Framework
- Requirements Analysis
- Stakeholder Management
- Project Scheduling
- Technical Support
- Cost Control
- Vendor Sourcing
- Customer Account Management
- Strategic Planning
- Report Analysis
- Business Development
- Training and mentoring
- Customer Needs Assessment
- Customer Relations
- Training programs
- Customer Retention
- Negotiation
- Revenue Growth
- CRM Software
- Customer Service
Certification
- CompTIA A+ (Hardware), CompTIA N+ (Network),
- Microsoft Office Specialist: Expert (MS 365 Apps and Office 2019), Microsoft Certified Trainer
- Train The Trainer L3, Microsoft Certified Trainer (MCT),
- Agile Project Management – PMP (In Progress)
Accomplishments
- Achieved seamless integration of Microsoft Teams with Facebook and YouTube using OBS, enabling a captivating live video conference for 50,000 viewers.
- Empowered over 20,000 employees through comprehensive training, significantly enhancing their tool proficiency and driving improved business outcomes
- Secured renewals for 50,000 SaaS licenses across 28 enterprises, generating an additional $0.7 million in annual recurring revenue (ARR).
- Delivered $200,000 in annual cost savings through strategic vendor negotiations, proactive fraud detection, and efficient after-sales service support.
Affiliations
Bharat Scouts and Guides
- Managed and conducted activities for children between the ages of 3 to 6 in the Bunny division of the Bharat Scouts and Guides for 10 years.
Aga Khan Education Service
- Aid in providing low-income children with educational support through fundraising, discounts at school, or scholarships.
- Helped organizing the English, Math, and IT subject boot camp for youth ages 6 to 18.
- Organized career fare for the age group of 18 to 21.
Timeline
IT Project Manager
Chola Ms General Insurance Company
2022.09 - 2023.08
Customer Success Manager
Net Access India Pvt. Ltd
2020.02 - 2022.09
Office 365 Consultant and Training Manager
Freelancer
2016.09 - 2020.01
Corporate Trainer
Koenig Solutions Pvt. Ltd
2016.02 - 2016.08
Training Manager and Corporate Trainer
NIIT Pvt. Ltd
2013.10 - 2016.01
Master of Science - Technology Leadership And Project Management
Touro College
MBA - Marketing
Southern New Hampshire University
MBA - Marketing
ITM
Master of Science - Information Technology
University of Mumbai
- CompTIA A+ (Hardware), CompTIA N+ (Network),
- Microsoft Office Specialist: Expert (MS 365 Apps and Office 2019), Microsoft Certified Trainer
- Train The Trainer L3, Microsoft Certified Trainer (MCT),
- Agile Project Management – PMP (In Progress)
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