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EXPERIENCE
Customer Success Advisor (Technical Support) Nov 2022 – Present
AppyPie LLP — Noida
• Provided Excellent Multi-Channel Support: Delivered top-tier customer service via chat, calls, and email,
ensuring clear communication and maintaining a 90%+ customer satisfaction rate.
• Improved Client Retention: Increased client retention by 15% through proactive communication, personalized
product training, and ensuring clients had the right resources for success.

• Created Accurate Renewal Quotes: Analyzed contracts and customer usage to deliver tailored renewal of-
fers, resulting in higher renewal rates and ensuring smooth order processing for clients.

• Negotiated Contracts and Pricing: Worked with internal teams to align client contract terms with company
policies, negotiating fair pricing and ensuring client satisfaction for long-term relationships.

• Optimized Payment Processes: Enhanced payment systems across platforms like PayPal, Stripe, CCAv-
enue, Zoho, and EBANX, streamlining payment processes and improving payment success rates by 20%.

• Contributed to Product Innovation: Collaborated with product and engineering teams to implement
customer feedback, driving 95% issue resolution rate and improving product features based on real user needs.

• Capitalized on Upselling Opportunities: Worked closely with the sales team to identify upselling oppor-
tunities, successfully driving revenue growth by offering customers additional value-added services.

• Managed CRM and Forecasting Systems: Ensured accurate client accounts, health metrics in CRM sys-
tems, providing timely updates, forecasts that helped in optimizing customer engagement, retention strategies.

• Provided Strategic Insights: Analyzed customer data and shared insights with internal teams, influencing
product enhancements and aligning operational strategies to better meet evolving client needs and expectations.