Ishwarya S
Associate Manager-Customer Success
Chennai
Summary
An accomplished professional with 8 years of experience in Customer success, Customer Service and account management in Global Forwarding and Logistics Industry.
Overview
8
8
years of professional experience
Work History
Senior Customer Success Manager
Freightify
10.2022 - Current
- Trained new Customer Success Managers, setting them up for success in their roles through hands-on coaching and mentoring.
- Implemented client feedback loops to inform product enhancements and better meet customer needs.
- Enhanced customer satisfaction by implementing personalized success strategies for key accounts.
- Increased customer engagement by designing targeted outreach campaigns tailored to individual user profiles.
- Developed data-driven action plans to improve customer outcomes and experiences.
- Managed escalations effectively, resolving complex issues and preventing future occurrences.
- Established strong relationships with clients to build trust and loyalty, leading to long-term business partnerships.
- Optimized the customer journey by analyzing usage patterns and providing tailored recommendations based on unique needs.
- Achieved revenue targets by managing renewals effectively and identifying upsell opportunities within existing accounts.
- Reduced churn rate by proactively identifying at-risk customers and addressing their needs.
Senior Customer Service Associate
Newage Software & Solutions Pvt. Ltd
05.2020 - 10.2022
- Provide accurate and timely reporting of information to customers including sending commercial docs, shipping details and clearance related documentation.
- Work with the Operations team and suppliers to ensure customers expectations are met & exceeded.
- Used E-Freight Suite system to process job files, manage customers shipments and ensure margin objectives per activity are met.
- Build and maintain effective relationships with customers, suppliers and team members.
- Following up on booking confirmation once quotation is done by sales team.
- Followup on cargo pickup status, arrival and stuffing, drafts and prealert docs.
- Tracking movement of import shipments.
- Updating consignees with latest transit status of their import shipments on daily basis.
- Involved in documentation including job creation till final invoice creation to customer and providing provisional cost to finance team.
Customer Service Executive
Allcargo Logistics
09.2017 - 04.2020
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Providing SEA LCL-FCL & AIR Quotes based on country wise to Customers by obtaining from different agents respectively.
- Analyzing the buy and sell rate based on the TOS before executing the shipment and invoice to customers and Agents accordingly.
- Coordinating with shippers, hauliers, carriers, Airlines to move goods from POL to POD respectively over the call and email.
- Follow up of Bill of lading & Air Waybills to Keep track for on board departure status with liner,Airline and Sending pre alert documents to customers.
- Following for Debit notes from Co-loaders /Carriers and keep track on Cost and revenue regarding shipment for a better financial visibility.
- Arrangement of DO to customer for ease business transaction.
- Manage and maintain ownership of assigned client accounts.
Customer Service Executive
Ispeed India Pvt Ltd
09.2016 - 08.2017
- Handling 3+ key customers day to day bookings.
- Planning and following up of Import shipments.
- Co ordinating with the sales team in providing Rates to customers.
- Interacting with Agents regarding shipment followups.
- Sharing the pre alert documents to customer on time.
- IGM filing in Icegate before the cargo arrival.
- Co ordinating with the Customs house agent on custom clearance.
- Sending everyday status reports to customers.
- Escalated critical customer issues to supervisor immediately to avoid lost revenue and canceled policies.
Education
Bachelor of Engineering - Electrical, Electronics And Communications Engineering
Madha Engineering College
Chennai 04.2001 -
Skills
Customer Satisfaction
Customer Feedback Analysis
Relationship Management
Upselling strategies
Customer Advocacy
Customer Service
Strategic communications
Languages
Tamil
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Hindi
Advanced (C1)
Telugu
Bilingual or Proficient (C2)
Timeline
Senior Customer Success Manager
Freightify
10.2022 - Current
Senior Customer Service Associate
Newage Software & Solutions Pvt. Ltd
05.2020 - 10.2022
Customer Service Executive
Allcargo Logistics
09.2017 - 04.2020
Customer Service Executive
Ispeed India Pvt Ltd
09.2016 - 08.2017
Bachelor of Engineering - Electrical, Electronics And Communications Engineering
Madha Engineering College
04.2001 -
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