Kimya Karshenas

• Assessed client needs for web development, SEO, Design, and developed plans to adequately address current and future objectives, along with project management and communication with stakeholders to execute project plans.
• Recommended new products to clients and maintained solutions-oriented problem-solving for long-term client relationships.
• Developed summaries to assess each client's needs and determine targets for follow-up plans.
  Increased subscription packages by 50%
• Addressed and resolved customer complaints and issues to improve satisfaction.

Individual contributor role managing enterprise clients and building out the CS function, developing playbooks for onboarding, adoption, and expansion.
Mapping the customer journey for academia and corporate clients.
Implement processes and project management to remove friction from workflows and increase value.
Prospecting, hiring and onboarding academic researchers for enterprise R&D and L&D projects.
Content writer for company blog.

Remote-first outsourced lead generation company.

• Consulted B2B SaaS companies across diverse verticals to best leverage researcher time and resources on subscription plans.
• Established best practices for client engagement, project management, and workflows.
• Conducted onboarding, and continued efforts for engagement and retention.
• Supported team of 100+ researchers based in India, strong project management.
• Managed multiple projects and initiatives with quick decision making, keeping attention to detail and customer experience in mind.
• Helped shape tone and culture of growing startup, taking on ad-hoc projects to improve process efficiency and scalability.
• Created training documents and employee engagement plan.

One year sabbatical, pursuing an ambition to learn Spanish

• Relocated to Madrid in October 2016 as TEFL qualified as Business English teacher
• Created and administered engaging lesson plans, coaching & examination plans for level C1 university students

Senior Account Advisor (January 2015-September 2016)

• Developed book of +1200 accounts nationwide, with focus in San Francisco, Manhattan, and Los Angeles.
• Consistently exceeded targets (average 145%) – requiring contract negotiations, product engagement and marketing. Role included strategic account development & review, as well as market analysis to grow revenue sources.
• Mediated conflicts to retain strategic key accounts with creative problem solving, financial & service level analysis, and introducing best communication practices.
• Led team training during launch of Grubhub delivery.
• Created & introduced Account Advisors incentive program to recognize & reward top selling Account Advisors.
• Created a skills & processes training program to cater for challenges of rapidly growing organization.

Account Advisor (October 2012-January 2015)

• Consulted 1000+ accounts, to develop growth opportunities in US, across 3 major regions, including Chicago and New York City.
• Launched first of delivery service markets in 2014 – which has since grown to current 75+ markets.
• Negotiated new contracts with key accounts following August 2013 merger with Seamless.
• Represented department for cross-functional initiative to identify & implement lean operations with sales life cycle.

Quality Assurance (November 2011-October 2012)

• Expanded role and contribution of quality standards in customer service area, overseeing over 100 employees' service standards and processes.
• Included new hire training and development, as well as creating and implementing employee service development skills.

Customer Service Senior Specialist (November 2010-November 2011)

• Responsible for extensive recruitment, development, and boarding process during accelerated growth period.
• Was seconded to special project to develop quality assurance program to underpin service excellence ethos. Oversaw work scheduling and motivation.
• Acted in advisory capacity for most challenging escalations.

Customer Service Specialist (July 2010-November 2010)

• Managed customer channels, strong problem solving and empathy in fast paced environment.
• Included responsibility for managing mystery shopper research and continual improvement program.

Incentives and events company, organizing group events

• Coordinated and led group incentives and experiences covering corporate and consumer clients.
• Set up and administered events across greater Chicago area.

Safety consulting and certification company with 12,000 employees and offices in 46 countries.
Managed portfolios within the Fire Safety Division, Industrial Team, and Quality Registration Services, for an international base of customers seeking quotes for UL registration.
Headed the Certificates Group, 2008, creating and distributing UL Certificates for Manufacturing Companies.
Advised companies about UL standards, testing, and inspection.