Summary
Overview
Work History
Education
Skills
Websites
Volunteer Experience
Timeline
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BHAVNA MADDELA

GILBERT,AZ

Summary

Experienced and results-driven professional with a strong background in sales, customer satisfaction, and account management. Skilled in identifying new opportunities, organizing resources, and delivering exceptional customer service. Adept at recommending solutions, fostering open communication, assessing business needs, and driving sales growth by acquiring and retaining clients. Proven expertise in cultivating profitable partnerships, hiring top talent, maintaining high service standards, and ensuring compliance with company policies and regulations. Demonstrated success in building long-lasting relationships characterized by high retention and loyalty. Fluent in English and Gujarati.

Overview

11
11
years of professional experience

Work History

Customer Success Manager

ChargePoint
02.2022 - Current
  • Established strong relationships with key customers, resulting in increased customer loyalty.
  • Assisted customers with onboarding and product setup to foster successful adoption and usage.
  • Collaborated with the sales team to ensure seamless handoffs, resulting in smoother customer transitions.
  • Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
  • Coordinated with internal teams to provide prompt support and address client needs efficiently.
  • Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
  • Organized and hosted 1:1 trainings and webinars aimed at increasing customer engagement levels.
  • Trained newly appointed CSMs. Served as a valuable resource for CSMs seeking assistance.
  • Successfully met and achieved monthly KPI's consistently.

TeleSales Coordinator

DHL Express
01.2018 - 02.2022
  • Collaborate with sales and operations teams to solve customer issues and exceed targets with new and creative resolutions
  • Develop strategies and assess market needs in business book to reveal new opportunities for individual clients
  • Coordinate with different sales channels of medium-volume business
  • Facilitate business development and sales, customer retention, and upselling using business acumen and answering all customer queries promptly
  • Provide shipping business service, including tracking, billing, and tracing departments and increases
  • Streamline processes by volunteering to cover other positions due to lack of new hires since January and train new employees through active engagement to increase team performance.
  • Acknowledged for top territory performance Q1, Q3, Q4, receiving quarterly bonus, meeting 95% target and 5% increments in 2018 Q1, and retaining 400 customers in book of business while maximizing client satisfaction.
  • Earned Ambassadors Club Award within area of about 25 people while also being appreciated as top performer with highest performance revenue and proven success in surpassing quarterly telesales targets of 3/4 quarters.
  • Won multiple monthly campaigns and awards through determination, staying organized, and being customer-oriented.
  • Met daily and monthly targets, including dials (60) and successful calls (30) to customer base and potential customers to gain new or regain old customers, ranging from 10 to 14.
  • Directed internally-led investigations for employee theft or misconduct to ensure staff and visitor safety and uphold company reputation.
  • Corresponded with customers during COVID-19, managed about 10 clients, and facilitated other reps with clients for high retention.
  • Coordinated with companies producing and shipping face masks during COVID-19 to enable and streamline shipment processes.
  • Guaranteed healthcare #1 priority and aided customers in attaining certificates to process shipments and fulfill hospital requirements.
  • Served as main point of contact for customers, managed open books, and communicated with main clients every 90 days to track changes in collaboration with relevant teams (4 areas and 2-3 teams in each location).

Multi-Channel

DHL Express
01.2016 - 01.2018
  • Engaged with corporate clients located anywhere from small business owners to big corporations with multiple workers
  • Oversaw lower revenue clients but a larger book of business with customers as mostly one-off shipments
  • Explored new opportunities, maintained regulatory compliance, and focused on finding and developing new opportunities for higher channels.
  • Achieved several Representative of the Week recognition, campaigns, and awards and maxed out monthly bonuses.
  • Upheld consistent metrics based on dials, emails, and shipments and steered book of business for 5000+ clients while resolving existing matters and simultaneously exceeded company objectives.
  • Utilized an in-depth understanding of customer behavior to build relations with existing and lost clients for consistency in business growth.

Lead Qualification

DHL Express
01.2014 - 01.2016
  • Received hot, warm, and cold leads for pursual, met required KPIs, and exceeded lead generation
  • Identified leads from various sources, including Google or website, and accordingly called and asked qualifying questions to measure and send clients to appropriate sales channels based on revenue group, volume, and frequency
  • Considered multiple lead sources for prospects to gain quality leads for different sales channels
  • Leveraged comprehensive knowledge of DHL services and conveyed account details to potential clients.
  • Processed 400 qualification prospects within 23 days per month and got requested to train new hires due to consistency in performance.

Education

Bachelor of Science in Business Administration, Management, and Operations -

DeVry University
Phoenix, AZ

Tourism Certification -

Vancouver Community College
Vancouver, BC

Skills

  • Customer Relationship Building
  • Customer Account Management
  • Customer Retention
  • Strategic Planning
  • CRM Software
  • Training and mentoring
  • Revenue Growth
  • Pipeline Development

Volunteer Experience

Volunteer Parent Action Team Feed My Starving Children

Timeline

Customer Success Manager

ChargePoint
02.2022 - Current

TeleSales Coordinator

DHL Express
01.2018 - 02.2022

Multi-Channel

DHL Express
01.2016 - 01.2018

Lead Qualification

DHL Express
01.2014 - 01.2016

Bachelor of Science in Business Administration, Management, and Operations -

DeVry University

Tourism Certification -

Vancouver Community College

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