Infoblox

Sr. Director, Customer Assurance

KG Consulting

🤖 AI Integration for Business Decisions: Utilizing AI to Improve Decision-making processes.
⚙️ Prompt Engineering and AI Application: Advancing Understanding and Usage of AI for Business Enhancement.
🗃️ Project & Program Management: Ensuring efficient, goal-oriented project outcomes.
💼 Strategic Planning & Execution: Crafting and implementing business strategies informed by extensive industry experience.
📊 Organizational Resilience Assessment: Evaluating and strengthening resilience to market fluctuations.
🚨 Guidance in Crisis Management: Offering leadership to navigate through complex challenges.
🗂️ Process Optimization: Refining operations for optimal efficiency and effectiveness
📑 Customized Consulting Solutions: Developing personalized strategies for unique business needs.
📂 Industry Insights: Providing knowledge and expertise across diverse sectors.

Consultant

Uniphore

Vice President Of Global Customer Support & Technical Services

Cisco

Director:  New Product Intoduction (NPI) and Serviceability

CAP Americas Senior Manager

Critical Accounts Executive

GBS:  Shared Service Operations Manager

Manager Strategy & Operations

Finance Business Manager

I'm an executive specializing in AI operations, program management, strategic leadership, and financial management. With a keen focus on enhancing customer experiences and driving operational excellence, I bring a forward-thinking approach to business challenges. 📈 Proficient in Generative AI, crisis management, and prompt engineering, I skillfully navigate complex scenarios with agility and creativity. 🤖

My MBA and professional certifications equip me to excel in diverse, international environments, combining innovative thinking with effective vendor management. 🌍 I'm committed to operational effectiveness and continuous improvement.

Leadership for me is about mentoring and developing teams, fostering a culture of collaboration and fostering proactive change. 🌱 My program management expertise is evident in streamlined processes and robust training initiatives, ensuring peak team performance. 🛠️

As a strategic thinker and advisor, I prioritize innovative solutions and value customer insights. 🎧 My objective is to lead with expertise and humility, striving to not just meet but exceed organizational goals while empowering and uplifting my team. 💪

⎸Kristin │Gault

RChilli Inc.

Customer Success Manager - US

- Prepare and give business reviews to customers, partners, and the internal senior management team
- Organize introduction meetings with the customer and internal stakeholders to determine deployment milestones and high-level plan
- Monthly security reviews and product enhancements discussion with customers
- Accelerate customer cloud adoption by aligning with specific partner-focused customer segments and industry verticals. Meet or exceed quarterly growth targets by helping partners originate and work with AWS stakeholders & partner sellers to close opportunities
with all the upgrades, AMA sessions, and security improvements
- Develop customer success plans together with customer service owner and proactive internal as well as external communication with stakeholders
- Mitigate any challenges that may delay or stop the deployment and manage customer escalation
- Product demo sessions to the new stakeholders and engagement with the marketing team for webinars
- Working with Renewals, AM, SA, and the Product Management team for the customer goals
- Customer and Revenue Retention – Ensuring that customers stay happy

Customer Success Manager - NAMER

Grazitti Interactive

- Customer onboarding post sales, understanding objectives and goals
- Admin panel demo sessions, support process, and working on enhancement requests
- Relationship building, account renewals, taking public reviews on G2
- Deliver Monthly, Quarterly, and Executive reviews. Operational activities for customers
- Update customers on the product release, demo sessions, and deploy releases on accounts with the help of the PS team 
- Refresher demo sessions for new stakeholders and quarterly product feedback
- Collaboration with cross-functional teams to own and ensure customer deployments have been completed on time
- Engagement in marketing activities like webinars, award nominations, and case studies for customers

eClerx

- Daily catch-up calls with Account Managers and leads calibration sessions with different sites, manage SLAs
- Creating and presenting WBRs and MBRs showcasing performance across KPIs and new updates within the team
- Working on opportunities to increase FTEs
- Conducting QBRs to depict the scorecards and case studies
- Taking process and framework feedback to improve the quality
- Build a relationship with stakeholders and decision-makers
- Working on account plans with account managers
- Demo sessions of scorecards, guidelines, and customer portal
- Sharing updates with Operations Managers, Quality and Software teams

Associate Customer Success Manager

- Handling team size of 20 QAs
- Conduct daily team meetings to discuss operational updates
- Manage team productivity and quality enhancement
- Provide feedback to the team & SMEs periodically on their performance
- Deal with any issues that arise during shift and give advice to the team members where necessary
- Work on BQ Management and coach QAs. Perform daily quality audits identify opportunities and share feedback with the team
- Prepare a framework for Ad-hoc case studies and campaign trials received from clients and communicate with managers
- Build team spirit through group sessions, activities, and projects
- The leading team aimed at 'Regulator Complaints Reduction' Handled customer experience improvement for the Inbound Chat program at the onset of the Pandemic

Associate Process Manager

- Subject matter expert role
- Daily interaction monitoring - Customer experience, Compliance, and PP
- Quality Interventions in Training batches
- Audits on different methodologies to check the 360-degree quality
- Feedback & Coaching sessions with QAs
- Conduct refresher training for process improvement.
- Sharing recommendations to improve the quality
- Participate in weekly calibrations with Managers

Senior Quality Analyst

- Daily interaction monitoring - Customer experience, Compliance, and PP
- Case studies on transfers and repeat analysis
- Governance checks

Quality Analyst

Junior Quality Analyst

A seasoned resource with a demonstrated history of working in SAAS, IT and Business consulting industry. Skilled in Onboarding, Adoption, Retention, Expansion, Account Management, Operations Management, People Management, Quality Management, Training, and Leadership.

taplio

The Battle

⎸Kristin │Gault

Sandeep Kumar

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