Pallavi Gupta

Pallavi Gupta Mail:-, Phone: -, Age: 30, Country: India Career Brief A smart-working individual with 8 years of experience in Team Management, KAM, Client Servicing, SaaS & PaaS. Industry exposure in Website Development, Recruitment, FMCD, Content Creation, Infotainment, Advertising & IT. Skill Sets  Left-Brain Dominant : Logical, Analytical, Methodical, Strategic Thinker, Organized, Negotiation, Detail-Oriented  Type-A Personality : Workaholic, Competitive, Ambitious, Aggressive, Networker, Flexible, Innovation, Proactive IT Acumen  Zoho CRM, Windows Movie Maker, Microsoft (Excel, PowerPoint, Word, Outlook), Zoom, WebEx, Google (Meet, Forms) Professional Contour RedBalloon, REMOTE (5 years) Senior Manager - Customer Success Oct ‘20 – Present (15 months) - Part of the core leadership that looks after CRM (Customer Relationship Management) Strategy, Execution & Growth. - Nurtures a Team of 15 with a Total Value of Rs. 70M/annum & a Cumulative Portfolio Size of 165+ accounts. Accomplishment : Received “Employee of the Year” award for excellence in unforeseen circumstances. Manager - Customer Success May ‘19 – Sep ‘20 (17 months) - Worked directly with Internal & External Cross-Functional Teams of IT, Sales, Content, Finance & Operations. - Consulted Decision-Makers on Industry Trend, Competitor Landscape, Product Solution & Framework Implementation. Accomplishment : Increased Annual Renewal Sales by 12% by transmuting High Potential customers into HNI customers. Assistant Manager - Customer Success Apr ‘18 – Apr ‘19 (13 months) - Responsible for Customer Satisfaction, Retention, Upselling, Cross-selling, NPS & Churn-Rate Reduction. - Held periodic Business Reviews on KPIs like Conversion Rate, Bounce Rate etc. to access customer’s health. Accomplishment : Awarded with “Top Rated Manager – Customer Success” based on yearly external Ratings & Feedback. Senior Business Analyst July ‘17 – Mar ‘18 (9 months) - Managed Deviations & Escalations on Website Backup, Errors, Updates, Broken Links etc. - Guaranteed effective Project Management by in-depth understanding of IT Roadmap & timely delivery of goals. Accomplishment : Grew 40% Accounts annually, with an approximate worth of Rs. 1 Million. Business Analyst Jan ‘17 – June ‘17 (6 months) - Was the Single Point-of-Contact for new customers from the time of inception to the end of the Subscription cycle. - Accountable for collating Customer Needs & Expectations of Website Design, Landing Pages, Content etc. Accomplishment : Decorated as “Best Team of the Quarter” for exceeding assigned targets. IIMjobs.com, Delhi, INDIA (1.5 years) Manager - Client Engagement Jul ‘16 – Dec ‘16 (6 months) - Spearheaded 50+ Accounts, both B2B & B2C, pan India with a total value of Rs. 10M/annum. - Contributed to Process Management & Product Development by working on Client Queries, Problems & Suggestions. Accomplishment : Led a team to Launch Two Features on the Job Portal, namely, Magic Sort & Calendar Invite. Assistant Manager - Client Engagement Jul ‘15 – Jun ‘16 (12 months) - On-Boarding specialist, trained C-Level executives on Product Technicals, Service Launches & Feature Updates. - Handled the Hiring Cycles of clients in the industries of BFSI, FMCG, Education, Consulting, Hospitality etc. Accomplishment : Held an impressive 90% Retention Rate for the Financial Year 2015-16. Philips, Mumbai, INDIA :: Management Trainee Jan ‘15 - Jun ‘15 (6 months) In-charge of channel sales worth Rs. 100M/quarter by leading a large team of Distributors & Salespersons. Looked after the overall Brand Development in the Lighting Sector in urban pockets of the metro. Accomplishment : Achieved 50% Growth in low-share markets & ensured 85% Reach for new LED products. - MakeMyLogic, Delhi, INDIA :: Script Writer Jul ‘12 – Jun ‘13 (12 months) - Created original & insightful Storylines with clear & concise monologues according to assigned plots. - Ghost-writer for Partner YouTube Channels, putting Idea into Words to engage specific target audiences. Accomplishment : Following YouTube Videos: ~ Why Do We Hate Our Voice? ~ Why Are Squirrels Found In Parks? ~ 9 Things You Would Fail Without A Smartphone! Part-Time Experience Freelance, REMOTE:: Creative Writer Jul ‘2009 – Jun ‘2012 (36 months) - Experienced in developing keyword-specific & authentic content for Websites, Blogs & Case-Studies. - Met tight deadlines in proof-reading articles for Readability, Punctuation, Spelling, Grammar, Style & Tonality. - Performed Secondary Research to collect data & gather relevant images for assigned ad-hoc work. Accomplishment : Fiverr Rating – 4.9/5 (by 35+ users) with a record delivery time of 48 hours. Internship History Ola Guaca, Nagpur, INDIA :: HR Intern Aug ‘14 (1 month) - Studied the Organizational Culture of a famous Restaurant & prepared a report on the group dynamics of the staff. - Conducted Primary Research with the employees & customers to develop metrics for an organization’s success. Youth Connect, Ahmedabad, INDIA :: Business Development Associate Mar ‘14 – May ‘14 (3 months) - Held diverse roles of a Sales Associate, HR & Editor-In-Chief for the local Youth Magazine. - KRAs included Ad-Space Selling, Offline Marketing, Campus Recruitment, Training Interns & Framing Policies. Profoundis, REMOTE :: Marketing Executive Jan ‘14 – May ‘14 (5 months) - Designed strategies for effective Content Marketing to optimize the Conversion Rate of Traffic to Actual Users. - Developed crowd-pulling text & video content to launch a Web Application, Vibe, based on person-finder technology. Academia Year- Degree MBA (Marketing & HR) B.Sc. (Honors) Computer Science Senior Secondary, CBSE Board Higher Secondary, CBSE Board Institute Institute of Management Technology (IMT) Nagpur Kalindi College, University of Delhi (DU) Rosary Senior Secondary School, Delhi Rosary Senior Secondary School, Delhi Percentage 7.01 cgpa 56.8% 73.0% 88.4% Certifications & Courses  Certification in ‘Master of Sales Psychology’ by Udemy  Certificate Course in ‘Customer Relationship Management’ by Alison.com  Course on ‘Mastering Altered States for Problem Solving’ by MindValley  Online Certification in Entrepreneurship by MIT University Persona  IQ (Intelligence Quotient) - 132 (Top 2%) {Certified & Verified}  EQ (Emotional Quotient) - 140 (Top 1%)  ENFJ Personality – 3% Population (Empath, Leader, Team Player, Multi-Tasker, Imaginative, Creative, Resourceful) Volunteer Record Earbuds COVID-19 Support :: Operations Manager - Handled the entire back-end administration of a non-profit Mental Health set up for providing free professional counseling. Robin Hood Army :: Community Volunteer - Partnered with restaurants & hotels to provide extra food items at the end of a day for distribution to road-side dwellers. Rotary Club :: Student Volunteer - Organized Blood-Donation campaigns across schools & colleges for individuals above 18 years of age. Interests & Hobbies  UFOs & Aliens, Public Speaking, Conspiracy Theories, Hiking, Spirituality & Meditation, Reading, Alternate Medicine