SUSHANT LAXMYNARAYANAN
Brentford,United Kingdom
Summary
Results-driven professional with expertise in product demonstration, operational process management, and stakeholder management. Proficient in leveraging advanced MS Office Suite, Salesforce, Power BI, and JIRA to optimise project management and drive revenue growth. Skilled in text analytics and customer demographics understanding to inform strategic decisions. Adept at utilising tools such as G-Suite and MS Dynamics to streamline workflows and enhance operational efficiency. Committed to delivering measurable business outcomes while pursuing opportunities to further develop innovative solutions within dynamic environments.
Overview
13
13
years of professional experience
6
6
years of post-secondary education
Work History
Customer Success Analyst
Sage Homes
London, WSM
02.2024 - 01.2025
- Delivered comprehensive client success objectives and metrics to improve retention rates, directly impacting long-term business revenue
- Helping in providing training and support to Sage Homes customers, ensuring they are confident in using services offered by us
- Designed and delivered successful training sessions and educational resources, increasing customer utilisation by 40%
- Building and maintaining strong professional and productive relationships with external partner agencies to develop and deliver appropriate data from external sources
- Provide reports on customer satisfaction, complaint resolution, and sales performance to key stakeholders
- Supporting Senior Insight Manager in development and implementation of overall insight vision and strategy ensuring business requirements are understood and met
- Suggesting process improvements, potential reg-flags, and operational efficiency to internal and external stakeholders
- Smoothened workflow, tracking all defects and change requests in Jira
- Supporting business to achieve and surpass customer experience target
- Acted as primary point of contact for designated clients, ensuring strong relationships and understanding their needs
Customer Experience Analyst
IAG Cargo
London
06.2023 - 12.2023
- Responsible for the consolidation of all customer research, qualitative & quantitative
- Influence a wide range of stakeholders, articulating a clear and concise narrative to drive change and improve customer experience
- Established and maintained relationships with top clients, resulting in 20% increase in customer retention and revenue
- Kept a track of latest and upcoming sprints in JIRA to ensure smooth delivery of external IT requests
- Led the delivery of a series of on-going & ad-hoc research & market analysis projects to provide key customer, operational and competitor insights and presented these to the marketing team
- Partnered with the Senior Management / Cargo Executive Team to influence the achievement of key customer related KPIs
- Worked cross-functionally with the product and sales team on customer experience projects with a focus of continuous improvement in product and services areas of the business
Client Services Specialist
BARC India
Mumbai
01.2019 - 10.2021
- Responsible for understanding client's core business challenges and help identify appropriate solutions
- Identified upsell and expansion opportunities within accounts, progressing or passing them to sales team
- Established clear and measurable SLAs that covers aspects like timeliness of data delivery, quality standards, communication protocols and issue resolution procedures
- Led the implementation of a new client onboard process, resulting in 35% increase in customer satisfaction
- Monitor the performance of BARC India's services against the established SLAs and kept track of KPIs to ensure it meets or exceeds client expectations
- Maintained and managed data using JIRA and HubSpot to ensure supporters received the best possible experience at every touchpoint
- Raised JIRA tickets to engineering and Dev ops teams regarding queries that involved core technical support
- Established clear communication with multiple business lines across the business, technology, regulatory, operations and third-party clients and vendors
- Assisted sales teams with product pitches and demos, conducting trial training calls to highlight value propositions and address objections effectively
- Improved customer NPS and CSAT by utilizing insights to enhance usage, adoption, and loyalty
- Developed custom training and education materials which established a more seamless onboarding process, reducing learning curve and increasing customer loyalty
Customer Solutions Specialist
RSB Insights & Analytics Pvt. Ltd
Mumbai
06.2017 - 01.2019
- Proactively engaged with clients to understand their business objectives and challenges
- Built strong relationships with clients, serving as a trusted advisor on our suite of analytics and insight solutions
- Drove strategic initiatives to improve client experience, operational efficiencies, and escalation management
- Conducted negotiations with agency on costs while ensuring continuation and enhancement of services
- Reviewed of post field budgets to ensure actual cost are in line with the estimated cost
- Managed query resolution by escalating and raising tickets, ensuring timely and effective resolution of issues to maintain project efficiency
Customer Service Coordinator
Hapag Lloyd Global Services
12.2011 - 06.2014
- Managed the flow of shipping instructions and manifesting bills of lading for US Southeast
- Ensuring the TAT (Turn Around Time) shipments are manifested on a priority basis
- Solving customer queries via emails in case of any miss out from customer
- Mentored trainees on and trained them on various SOP's
- Provided suggestions and collaborated on solutions to team leader when team hurdle meet is conducted on areas of improvement
- Assisted the Gulf teams with documentation when shipment volumes were high
Education
MSc - Marketing Analytics
University of Stirling
Stirling, STG 01.2022 - 01.2023
MBA - Marketing Management
University of Mumbai
Mumbai, Maharashtra 01.2015 - 01.2017
Bachelor of Commerce - Accounts & Economics
VG Vaze College of Arts, Science & Commerce
Mumbai 01.2008 - 01.2011
Skills
- Product Demonstration
- Operational Process Management
- Stakeholder Management
- Revenue Growth
- Advanced MS Office Suite
- Project Management
- Text Analytics
- Customer demographics understanding
- Salesforce
- Power BI
- JIRA
- G-Suite
- MS Dynamics
Custom
- Community Service
- Reading and Research
- Wellness
Timeline
Customer Success Analyst
Sage Homes
02.2024 - 01.2025
Customer Experience Analyst
IAG Cargo
06.2023 - 12.2023
MSc - Marketing Analytics
University of Stirling
01.2022 - 01.2023
Client Services Specialist
BARC India
01.2019 - 10.2021
Customer Solutions Specialist
RSB Insights & Analytics Pvt. Ltd
06.2017 - 01.2019
MBA - Marketing Management
University of Mumbai
01.2015 - 01.2017
Customer Service Coordinator
Hapag Lloyd Global Services
12.2011 - 06.2014
Bachelor of Commerce - Accounts & Economics
VG Vaze College of Arts, Science & Commerce
01.2008 - 01.2011
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