Alan Rodrigues
Senior Manager, Customer Success
Dubai
Summary
With over 15 years of experience in sales, business development, and customer success, I am a passionate and results-driven professional who thrives on building and maintaining strong relationships with all my clients.
I have a proven track record of delivering bespoke solutions that enhance customer experiences, improves retention, and generates revenue growth for the companies I work with.
My mission is to drive customer success and satisfaction, and boost the company's revenue.
Overview
15
15
years of professional experience
Work History
Senior Customer Success Manager, Dream11
Mumbai
07.2021 - 10.2022
• Simplify processes with effective and uncomplicated solutions
• Manage complex user queries and provide a faster, effective resolution
• Be a customer advocate in cross-function meetings to bring positive UX changes
• Share data-driven feedback to help build more user-centric features
• Be responsible for the performance of my team
• Ensuring a proper framework for Project handling
• Spearhead process improvements to reduce friction for users & optimise UX
• Projects handled:- Escalation Matrix & Complaint Management Desk
Customer Success Manager, Dream11
Mumbai
07.2019 - 06.2021
• Build detailed hypotheses to support product improvements
• Identify opportunities to increase FTR
• Create and maintain helpdesk articles and a database of templates
• SME for user queries linked to 'Withdrawal requests'
• Respond to IOS reviews and analyze trends in user feedback
Senior Associate, Dream11
Mumbai
02.2018 - 06.2019
• Consistently achieve the defined KPIs (SLA, CSAT, FTR and Quality scores)
• Proactively help the team with their tasks
• Identify user issues, create an RCA and escalate it to the relevant teams
• Recognise trends in user queries and suggest process changes
• Proactively prepare and share various reports to highlight the team's performance
Voice Coach, Intelenet Global Services (Futurz HR)
Mumbai
02.2017 - 10.2017
• Analyzing team performance and creating personalized training plans
• Develop training plans based on department needs and objectives
• Monitoring and reporting the trainees' progress, introducing new learning tools to address individual needs
Business Development Executive, D'Silva Tutorials
Mumbai
01.2013 - 12.2016
• Developed and executed strategic initiatives to implement key changes and improvements in revenue
• Supervise the day-to-day functioning of the admin team
Financial Service Advisor, JP Morgan Chase
Mumbai
11.2011 - 12.2012
• Clarified customer issues and determined problems to resolve customer queries
• Fulfilled customer needs by offering relevant products and services
Team Coach, 3 UK
Mumbai
12.2009 - 09.2011
• Managed a team of sales executives in a high-pressure retention process
• Responded to customer escalations and offered effective solutions to address needs
Senior Sales Executive, 3 UK
Mumbai
04.2008 - 12.2009
• Explained products and features to customers, answered questions and overcame objections
• Retained customers with the same or higher tariff plans
• Focus on multiple parameters (NPS, AHT, Quality scores)
Education
High School Diploma -
Maharashtra State Board
Mumbai,India 06.2003 - 06.2005
Skills
Project planning and implementation
Team Management
Content Writing
Process Improvement
Coaching
Accomplishments
'Circle of Excellence' award in Apr 2012
'Best Team' in Dec 2008 & Apr 2009
'All-rounder of the month' in Mar 2009
Timeline
Senior Customer Success Manager, Dream11
Mumbai
07.2021 - 10.2022
Customer Success Manager, Dream11
Mumbai
07.2019 - 06.2021
Senior Associate, Dream11
Mumbai
02.2018 - 06.2019
Voice Coach, Intelenet Global Services (Futurz HR)
Mumbai
02.2017 - 10.2017
Business Development Executive, D'Silva Tutorials
Mumbai
01.2013 - 12.2016
Financial Service Advisor, JP Morgan Chase
Mumbai
11.2011 - 12.2012
Team Coach, 3 UK
Mumbai
12.2009 - 09.2011
Senior Sales Executive, 3 UK
Mumbai
04.2008 - 12.2009
High School Diploma -
Maharashtra State Board
06.2003 - 06.2005