Yusra Mufeed

Talented Customer Success Manager with enterprise resolving issues within set time limits to maximize customer satisfaction. Excels at building customer loyalty and generating repeat business opportunities. Proven experience implementing customer success processes and handling teams.

Customer Success Manager - Pazo Innovations Private Limited - Bangalore

(2023-05 - 2023-12)

• Creating a minimal-viable onboarding process.
• Spearheaded a five-person team in customer success, support fostering collaborative excellence in service delivery.
• Collecting customer feedback and closing feedback loops.
• Liaising with the sales, marketing, engineering teams to understand customer needs and provide resolutions.
• Driving account expansion with contextual offers and building relationships by providing consistent support and customer loyalty.
• Effectively managed diverse enterprise clients, including prominent national and international brands like Bata, Soch, Sodexo, Jockey, alongside various SMEs.
• Implementated the product with seamless integration which enhanced functionality in client's operations and increased business.
• Proactively liaised with clients, addressing product challenges, and delivering hands-on support to enhance user satisfaction and build lasting relationships.
• Conducted webinars to showcase and explain new product features and enhancements, ensuring clients stay informed and updated.
• Led on-site client training sessions, ensuring a deep product understanding, fostering collaboration, and enhancing client proficiency in effective solution utilization.

Customer Success Executive - Changejar Technologies Private Limited - Bangalore

(2022-11 - 2023-02)

• Served the customers with constant support, building trust and rapport.
• Reviewed the customer queries and used a consultative approach to help customers overcome issues.
• Facilitated interaction and workflow among different team members to ensure timely deliverables.
• Collaborated with team members on any issues faced.
• Solved customer issues over calls, chats and emails.

User Experience Engineer - Lifesignals Private Limited - Bangalore

(2020-05 - 2022-05)

• Led internal trials to assess and enhance diverse product functionalities, elevating overall quality and performance.
• Collected the data, analysed, made reports and published the summaries of the trials conducted.
• Coordinated with different teams across the company to improve the product's features meeting business and customer needs.
• Provided comprehensive training to hospital staff and doctors, ensuring proficient and effective use of the product
• Actively solved all queries of the clients via calls and e-mails.

Client Servicing Executive - Circuit 9 Communications Private Limited - Bangalore

(2019-11 - 2020-03)

• Worked with various departments across the company in brainstorming new ideas, initiatives and strategies.
• Coordinated with all the teams to ensure excellent work delivery on-time.
• Conducted interviews to hire new interns/candidates.
• Promptly resolved customer issues, escalated concerns to the team lead for immediate assistance.
• Managed timely and effective replacement of damaged/missing products.
• Exhibited high energy and professionalism while dealing with clients and team members.
• Kept records of all the inquires, complaints to assist problem resolution.

Master of Arts - Psychology - Indira Gandhi National Open University (2021 - 2024)

Bachelor of Engineering - Biomedical - Rajiv Gandhi Institute of Technology (2014 - 2018)

Pre-University College - Baldwin Women's Methodist College (2012 - 2014)

Higher secondary education - International Indian School, Riyadh (2000 - 2010)