Pearl Attwell

Contact- www.linkedin.com/in/pearlattwell-74b4ab1b3 (LinkedIn) Top Skills Recruit CRM | Applicant Tracking System Customer Relationship Management (CRM) Customer Support Certifications Google Sheets: Advanced Topics Leading and Motivating People with Different Personalities Daily Habits for Effective People Management Learning HubSpot CRM Foundations of Performance Management Pearl Attwell Customer Support Manager at Recruit CRM Chandigarh, India Summary As a Customer Support Manager at a fast-growing US-based tech start-up, I lead a dedicated team to deliver exceptional client satisfaction. With expertise in mentoring teams, resolving escalations, and optimizing support workflows, I drive continuous improvement in customer experience and key metrics like NPS and CSAT. My strong technical foundation in web technologies, excellent leadership skills, and alignment with core values (Customer Obsession, Aggression, Commitment, Transparency, Integrity) enable me to foster a high-performing support environment. With a strong interest in AI, I leverage advanced tools to streamline processes and save time, ensuring smarter and more effective support strategies. Together, we can achieve remarkable outcomes! Let's connect if you're looking for a results-driven leader passionate about customer success! Experience Recruit CRM 3 years 1 month Customer Support Manager November 2024 - Present (7 months) Remote - Team Leadership: Lead and mentor the support team, ensuring smooth operations. - Customer Satisfaction: Resolve escalations and improve key metrics like NPS and CSAT. - Process Optimization: Implement efficient workflows using AI tools to save time. Page 1 of 3 - Collaboration: Share customer insights with other departments to enhance strategies. - Performance Management: Conduct one-on-ones, track KPIs, and prepare reports. - Training: Keep the team updated on product features and best practices. - Technical Expertise: Leverage web tech skills to handle challenges effectively. - Core Values: Drive results aligned with Customer Obsession, Transparency, and Integrity. - Customer Insights: Use data-driven analysis to understand and predict customer needs. - Strategic Planning: Work with leadership to define and achieve support team goals. Senior Customer Success Associate August 2024 - November 2024 (4 months) - Serve as the primary point of contact for high-value clients, driving long-term partnerships. - Oversee client onboarding and ensure smooth transitions, maximizing product adoption. - Provide proactive support by identifying potential issues before they arise. - Handle escalated cases and work cross-functionally with the technical team to resolve complex queries. - Mentor and train junior CSAs, helping them improve skills and meet performance goals. - Track and analyze customer feedback and performance metrics to drive product improvements. - Conduct regular check-ins with clients to ensure satisfaction and identify opportunities for upselling or expanding product use. Customer Success Associate May 2022 - August 2024 (2 years 4 months) WFH - Client Relationships: Built trust and ensured long-term satisfaction. - Onboarding: Delivered seamless client onboarding experiences. - Proactive Support: Anticipated needs and resolved issues swiftly. - Growth: Identified opportunities to maximize product value. - Collaboration: Partnered with teams to address client needs. - Data-Driven: Used analytics to optimize customer success strategies. - Loyalty: Fostered client loyalty and success. Page 2 of 3 Internshala Student Partner April 2022 - May 2022 (2 months) Work from Home Homeflic Wegrow Team Leader & HR Associate February 2021 - April 2022 (1 year 3 months) As the Team Leader at an EdTech company, I was entrusted with guiding and inspiring a talented group of individuals. My role encompassed overseeing projects, coordinating team efforts, and nurturing a collaborative and empowering work environment to motivate others. By leveraging my leadership skills and subject matter expertise, I played a vital role in contributing to the company's mission of transforming education through technology via online learning & skill development courses. DigiGrowHub Educational Consultant July 2020 - February 2021 (8 months) Hamari Pahchan Social Media Marketing Intern June 2020 - July 2020 (2 months) Muskurahat Foundation Social Media Marketing Intern June 2020 - July 2020 (2 months) Education MCM DAV College For Women - India Bachelor of Computer Applications, Computer Science · (2019 - 2022) Sophia Girls Senior Secondary School Secondary Education, Non-Medical · (2005 - 2019) Page 3 of 3