Summary
Overview
Work History
Education
Skills
Timeline
Dipa Bhatt

Dipa Bhatt

Customer Success Manager
Bridgewater,NJ
The mind is everything. What you think, you become.
Gautama Buddha

Summary

With over 10+ years of experience in customer service and 5 years in managing social media, sales & marketing for an e-commerce, and IT-services clients. My contribution is known for providing top-notch individualized client support with effective social media planning leading to proven results. My employers & clients vouch for my skills like communications, negotiations,strategic planning, social media management with innovative ideas, developing customer relationships, and digital campaigns that lead to expansion and productivity. My strengths in building and maintaining relationships with diverse range of stakeholders is dynamic. My dedicated, hardworking and passion driven professionalism have always impacted company's goals with positive approach and detail oriented team spirit is an attribute to enhance the organizational brand and achieve success.

Overview

17
17
years of professional experience
5
5
years of post-secondary education
1
1
Language

Work History

Customer Success Manager

RxWorld
Edison, NJ
08.2021 - 12.2022
  • Delivered excellent support service to new and existing e-commerce clients by responding to incoming calls, emails, and social media channels.
  • Managed Customer Service agents to ensure our customers are satisfied through effective management of the services to experience the full value of our products and services resulting in establishing growth.
  • Assisted customers with onboarding and product setup to foster successful adoption and usage and used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Provided expertise for Sales during Agreement negotiations to ensure customer requests can be supported while providing value.
  • Implemented marketing strategy through social media posts, offers, content etc. & various offline techniques received effective results.
  • Provided guidance and suggestions with collaborative feedback from customers for process, application, or documentation leads to reducing issue calls and enhancing experience.
  • Handled cold calls,support calls, raise tickets to resolve issues and provide accurate solution.
  • Negotiation skill helped increased almost 70% of sales and conversion of inactive members across the United States gained goodwill and profit for the company.
  • Trained new personnel regarding company operations, process, new policies, and services.
  • Collaborated with staff members, to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Met performance metrics for factors such as call volume thresholds and call time guidelines, collecting feedback with proven results
  • Delivered successful goals and managed team tasks for to increase sales volume with strategic ideas for promotional offers and ads campaign.
  • Creating and maintaining the appropriate documentation to meet requirements related to Customer Feedback, Surveys, Query and Complaint management.
  • Worked with customers to understand their motivation, business drivers, strategic goals, and desired business outcomes; co-create joint customer impact plans that include success metrics, engagement, and adoption strategy, timelines, communication, and customer advocacy and expansion plan.

Customer Service Representative

Contemporary Media Group
Sparta, NJ
02.2019 - 11.2019
  • Developed customer service policies and procedures to meet and exceed industry service standards.
  • Identified appropriate marketing channels and target customers for campaigns.
  • Developed a deep understanding of the business and act as primary marketing contact with local General Managers and other key personnel; ensure effective communication of corporate strategies to maintain compliance to brand standards
  • Created detailed sales presentations to communicate product features and market data.
  • Cold called and conducted face-to-face sales calls with C-level executives and directors in assigned sales territory.
  • Support the business strategy/objectives and achieve sales targets by identifying customer needs and applying appropriate commercial and technical value-added tools
  • Worked closely with Technical Service, Customer Service, Strategic Marketing, New Business Development and Application Technology to manage existing business and identify and develop new business
  • Achieved top performance by strategically adapting to rapidly changing, competitive environment.
  • Implemented up-selling strategies, encompassing recommendation of accessories and complementary purchases.
  • Support the business strategy/objectives and achieve sales targets by identifying customer needs and applying appropriate commercial and technical value-added tools.

Assistant Social Media Manager

Plenty Cart
South Plainfield, NJ
01.2018 - 03.2019
  • Directed social media channels to promote brand building, guest retention and revenue-focused activities.
  • Developed compelling, thoughtful, and unique social and digital media ways to elevate company's reputation and impact.
  • Analyzed market trends to advertise, implement and create report for campaigns.
  • Managed Facebook and Instagram to keep channels updated and brand messages consistent.
  • Responsible for daily posting and creating content for YouTube, Instagram, Facebook and Tiktok.
  • Developed relevant content topics to reach the company’s target audience and Conducted daily updates to social media profiles to boost online presence.
  • Developed marketing content such as blogs, promotional materials, and advertisements for social media.
  • Created and managed promotions, give-away, contests, sweepstakes, etc…
  • Work with on-site staff to ensure on-brand messaging is consistently distributed via social media channels
  • Create content by taking raw or candid videos, photographs of the product or the events for publishing on social media channels.
  • Monitor online feedback and propose solutions to address any negative issues.
  • Designed and implemented social media strategies to align with business goals.( Canva)
  • Created trending reels, TikTok videos and with simple editing tools to engage or attract new emerging audience.
  • Built and strengthened industry partnerships to improve product placements, amplify coverage and maximize effectiveness of marketing strategies.
  • Created and run contests and send out email blasts/newsletters using software platforms such as ShortStack and Mailchimp.

Customer Service Representative

Mintex Tech
Edison, NJ
01.2017 - 03.2018
  • Handled customer inquiries and suggestions courteously and professionally.
  • Involved in Pilot Project to create lead & Initiate Calls for Sales meeting
  • Generated leads with successful cold calling for web designing prospects and skilled use of persuasive communication skills.
  • Scheduled Marketing meeting for L1& L2 clients.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Trained new hires and led team of offshore telemarketer.
  • Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
  • Created customer support strategy to increase customer retention.
  • Sustained continuous improvement by implementing customer interface management systems through telephone communication, email marketing, live chat services and social media.
  • Researched and observed emerging markets and market shifts, taking advantage of opportunities by identifying potential leads and new markets.
  • Conferred with sales teams and team leaders to communicate targets, boost revenue, and improve promotional strategies.

Customer Service Representative

Silgate Solutons
Mumbai, Maharashtra
06.2006 - 03.2016
  • Business Processing Outsourcing services for USA clients.
  • Catering to US companies with large volume of calls for variety of product knowledge and services.
  • Answering constant flow of customer calls with minimal wait times.
  • Cultivated impactful relationships with customers and drove business development by delivering product knowledge
  • Dialer set outbound calls were made to obtain account information for sales and services.
  • Handled customer questions, concerns, fixing 90% reduction in complaints.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Fielded customer questions regarding available merchandise, sales, current prices, and upcoming company changes.
  • Cultivated customer loyalty, promoted repeat business, and improved sales.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Surpassed sales goals through implementation of effective marketing strategies.
  • Consistent positive interactions with customers and knowledge of time management have resulted in a promotion to team leader.

Education

Bachelor of Commerce -

University of Mumbai, Mumbai, Maharashtra
04.2004 - 04.2007

High School Diploma -

Mumbai Board, Mumbai, Maharashtra
03.2002 - 03.2004

Skills

Customer Relationship Management

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Timeline

Customer Success Manager - RxWorld
08.2021 - 12.2022
Customer Service Representative - Contemporary Media Group
02.2019 - 11.2019
Assistant Social Media Manager - Plenty Cart
01.2018 - 03.2019
Customer Service Representative - Mintex Tech
01.2017 - 03.2018
Customer Service Representative - Silgate Solutons
06.2006 - 03.2016
University of Mumbai - Bachelor of Commerce,
04.2004 - 04.2007
Mumbai Board - High School Diploma,
03.2002 - 03.2004

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Dipa BhattCustomer Success Manager