Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success.
Hi, I’m
SONAL SETH
Columbus,OH
Summary
Overview
16
years of professional experience
4
years of post-secondary education
Work History
Verizon Wireless
Senior Analyst
10.2019 - 01.2023
Job overview
- Validated results and performed quality assurance to assess accuracy of wireless customer data worth 16.8M resulting in savings of 2.52M in 3.5 years
- Evaluated and implemented solutions to improve efficiency and quality reducing team load by 20% through strategic approach and critical thinking
- Coordinated and lead audit team (3 people) by validating data through SQL and other RA audit tools like REVO, wSAP and accomplishing QAS score of 99
- Delivered in-depth and robust training to front-line auditors for researching and minimizing billing resulting in improved efficiency by 30%
- Applied knowledge of transactional analysis to identify and close gaps by understanding and reviewing transactional path of each process
- Developed initiatives and processes to reduce fallout throughout business by being proactive and conducting root cause analysis
- Worked with team of auditors to develop new methods for tracking transactions that were not previously well-documented
- Collaborated with various groups in developing, testing, and troubleshooting various stages in lifecycle of Jira stories
Verizon Wireless
Global Enterprise Advisor
10.2013 - 09.2019
Job overview
- Managed and grew portfolio of 5 strategic accounts resulting in 15% revenue increase YoY
- Partnered with sales to identify solution-based techniques to upsell existing clients, handle RFQs, provide forecast and drive revenue
- Achieved Leading rating of 9.7/10 for driving perfect customer experience for enterprise customers through net promoter score of Medallia
- Identified and executed complex action plans to drive KPIS resulting in 35% increase in renewals rate
- Built updated SOPs for training & managed the creation of an interactive on-boarding experience for new hires
- Satisfaction metrics with on-boarding process improved from 65% to 74%
- Recognized as SME for driving e-commerce utilization to 200%
- Identified improvements and risks through advanced reporting and analysis of key performance metrics and reduced churn down to 0.90%
- Monitored customer usage data, health indicators and growth opportunities, translating into strategies for success
- As trusted advisor served as escalation point, identified support issues and initiated actions for resolution resulting in 97% satisfaction rate
- Served as liaison by collaborating closely with cross functional teams to identify pain points and provide actionable insights to stakeholders
- Embraced change and innovation and provided advice on emerging business trends to gain competitiveness in marketplace
- Conducted surveys and used feedback to identify gaps and remove barriers
- Handled various projects from initiation to execution by integrating people, data, processes, and systems utilizing solid project management methodology
- Maintained frequent interaction with senior management to measure goal achievement and determine areas of improvement
Verizon Wireless
Customer Support Representative
08.2006 - 09.2013
Job overview
- Recognized as top sales performer in Ohio to exceed conversion rate by 156% by building rapport with walk-in customers
- Addressed and resolved customer inquiries to foster superior standards of service
- Conversed with clients over phone and email to establish positive and lasting first impressions
- Took ownership of issues and set proper and realistic expectations to deliver prompt solutions
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution
- Shared strategies and best practices with team to gain customer's business
Education
Mahatma Gandhi Kashi VidyapeethVaranasi, India
Bachelor of Arts from Economics
03.1999 - 06.2002
University Overview
All India Management AssociationNew Delhi, Inida
Professional Diploma from Human Resource Management
08.2002 - 08.2003
University Overview
Skills
- Client Relationship Management
- Customer Communication
- Problem-Solving
- Expectation Management
- Quality Assurance
- Project Management
- Cross Functional Expertise
- Data Analyst
Timeline
Senior Analyst
Verizon Wireless
10.2019 - 01.2023
Global Enterprise Advisor
Verizon Wireless
10.2013 - 09.2019
Customer Support Representative
Verizon Wireless
08.2006 - 09.2013
All India Management Association
Professional Diploma from Human Resource Management
08.2002 - 08.2003
Mahatma Gandhi Kashi Vidyapeeth
Bachelor of Arts from Economics
03.1999 - 06.2002
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