Manisha Sharma
Los Angeles,CA
Summary
Driven Customer Success Manager with proven record in enhancing customer experience and fostering strong relationships. Skilled in leveraging CRM tools to manage accounts, forecast growth, and track customer interactions. Demonstrated ability to lead cross-functional teams toward achieving key performance objectives while maintaining high levels of customer satisfaction. Proven success in implementing strategies that improve client retention rates and promote substantial business growth.
Overview
6
6
years of professional experience
Work History
Guest Relations Manager
Eataly
Los Angeles, CA
10.2023 - Current
- Developed and implemented customer service policies and procedures for Guest Relations team.
- Facilitated guest feedback surveys to identify areas of improvement in customer service.
- Monitored daily operations of the Guest Relations team, ensuring customer satisfaction goals were met.
- Provided training and guidance to new staff members in customer service standards and best practices.
- Resolved escalated customer complaints professionally and efficiently.
- Analyzed data from customer feedback surveys to determine areas needing improvement in services or processes.
- Coordinated with other departments to ensure seamless customer experience across all touchpoints.
Customer Success Manager
Sita Hotel
Varanasi, UP
01.2022 - 09.2023
- Provided customer onboarding and training to ensure successful product adoption.
- Developed and maintained relationships with customers to facilitate user engagement and satisfaction.
- Analyzed customer data to identify trends, issues, and opportunities for improvement.
- Managed customer inquiries and complaints in a professional manner.
- Collaborated with cross-functional teams to develop strategies for driving customer success.
- Conducted regular check-ins with clients to ensure their needs were met.
- Monitored competitor activities in order to stay ahead of the curve in terms of customer service offerings.
Assistant Relationship Manager
NDTV
, UP
05.2018 - 12.2021
- Assisted Relationship Managers in handling customer inquiries and resolving issues.
- Maintained accurate customer records and updated customer profiles as needed.
- Provided administrative support to Relationship Managers, including scheduling meetings and preparing documents.
- Responded to customer requests for information, forms, and materials in a timely manner.
- Monitored customer accounts for changes or irregularities in activity.
- Prepared reports detailing account status, trends, performance metrics. to management staff.
- Assisted with onboarding of new clients by providing guidance throughout the process.
- Provided training on products and services offered by the company as needed.
Education
MBA - Sales And Marketing Education
Amity University
India05-2017
Skills
- Strategic Planning
- Client Relations
- Customer Account Management
- Customer Relationship Building
- Sales proficiency
- Business Development
- Account Updates
- Customer Service
- Training and mentoring
- Customer Retention
Languages
English
Professional
Hindi
Professional
Timeline
Guest Relations Manager
Eataly
10.2023 - Current
Customer Success Manager
Sita Hotel
01.2022 - 09.2023
Assistant Relationship Manager
NDTV
05.2018 - 12.2021
MBA - Sales And Marketing Education
Amity University
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