Jhelum Bhattacharya CRCR, CCSM

1.Manage the customer experience for EMEA install base of customers. 2.Key point of contact and as a liaison between the customer and the various departments within the organization. 3.Protect and grow revenue on the existing install base, managing customer life-cycle, ongoing support around customer service levels, customer contract renewals, increase footprint within the business, forecast and reduce churn. 4.Understand the customer's business needs to ensure customer satisfaction and encourage continued long-term relationship and help identify opportunities where Replicon services fit their ongoing business strategy.

Cvent is the global leader in event management software. Since 1999, we have helped thousands of organizations to host hundreds of thousands of events. Along the way, we've developed additional software tools for event and meeting planners, marketers and other professionals. Customers in more than 100 countries now use Cvent software to plan events, find venues, manage membership data, create mobile apps, send surveys and develop strategic meetings management programs. My responsibilities include: * Support and maintain relationships of over 80 client accounts. * Served as a strategic resource for government, non-profit, educational, and corporate clients through personalized product trainings of an online event registration platform, assisting in implementation and best practice reviews to streamline processes and increase return on investment. * Effectively document complex issues, accurately maintaining technical record to increase operational success. * Perform a wide variety of functions to ensure customer satisfaction. * Worked with colleagues on the development, implementation, and maintenance of customer first culture supported clients and using own knowledge and expertise resolved any problematic issues. * Generated market research to identify business trends, provided business updates to existing clients, and conducted customer feedback in order to discover potential areas of improvement. * Participate in the development of new employees through classroom training and mentoring in both McLean, Va and New Delhi, India * Collaborate with our technology team to implement new features based on client enhancement requests and industry needs * Advise clients on how to leverage marketing opportunities with social media and email campaigns

1. Account Management and renewals 2. Lead new client onboarding process 3. Success reviews for better partnership and experience 4. Product training for new and existing users 5. Driving product adoption 6. Mentoring

1. Handle client queries through phone and emails 2. consulting for seamless event management 3. Manage and seeing through client escalations 4. Mentoring for new hires

1. Handle client queries through phone and emails 2. Consulting for seamless event management

Responsibilities I worked as part of the outsourced customer care team in Sitel. I had the opportunity to cover the following profiles. Earthlink Technical Support- I supported clients troubleshoot for internet connectivity, email and corrupted computer issues. Holiday Autos- I supported clients who requested car rentals through our website. My job role involved contacting vendors directly to ensure the clients got the car they had requested. I also at times assisted with bookings.