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Trisha Patel
,
London, United Kingdom
Experience
Other titles
Skills
I'm offering
To whom it may concern,
I fell into the customer service world and I’m definitely not ready to leave it! I have a lot of passion, drive and focus to excel in the right role, and I’m hopeful this could be the right one.
I believe my past experience working as a Team Lead and as a Custom Success Manager has taught me more than just communicational and managerial skills, it’s taught me to listen, to be open and honest and most importantly, trustworthy, all skills of which can be seen in the relationships I build with both client and colleague. My quick, forward thinking also has its benefits in innovating new processes that will allow me to contribute toward the success of your team and business.
My additional talents in communication, creative development, and problem solving position me to make a significant contribution to your organization.
Thank you for your time and consideration.
Sincerely,
Trisha Patel
I fell into the customer service world and I’m definitely not ready to leave it! I have a lot of passion, drive and focus to excel in the right role, and I’m hopeful this could be the right one.
I believe my past experience working as a Team Lead and as a Custom Success Manager has taught me more than just communicational and managerial skills, it’s taught me to listen, to be open and honest and most importantly, trustworthy, all skills of which can be seen in the relationships I build with both client and colleague. My quick, forward thinking also has its benefits in innovating new processes that will allow me to contribute toward the success of your team and business.
My additional talents in communication, creative development, and problem solving position me to make a significant contribution to your organization.
Thank you for your time and consideration.
Sincerely,
Trisha Patel
Markets
United Kingdom
Language
English
Fluently
Ready for
Larger project
Available
My experience
2019 - 2020
job
Customer Success Manager
Dixa.
Responsibilities:
● Help drive adoption and maintain top accounts with key stakeholders by developing success plans for
customers that outline their critical success factors, metrics for success, potential issues, and provide
recommendations to ensure they are fully utilizing the value of the product
● Responsible for ensuring that we provide optimal service with monthly calls in addition to hosting daily
status calls as well as ad hoc meetings as requested to ensure client satisfaction in an ever changing
environment
● Provide timely account or issue executive summary status reporting to customers and management
whether this be monthly, weekly etc
● Ensured positive customer experience by proactively managing and growing customer relationships
● Establish and grow relationships with executive sponsors and decision makers
● Provided timely resolution of product and accounting related customer support issues
● Continuously advising customers accordingly and ensuring that they are fully utilizing the value that the Dixa platform provides to their business
● Partner with the sales, account management and pre-sales teams to onboard and train new clients on in using the Dixa platform to ensure success rate
● Strong presentation skills, excellent verbal and written communication skills including the ability to facilitate meetings and host webinars
● Coached and developed staff, with an emphasis on developing their project management and customer
success fundamentals
● Ensured positive customer experience by proactively managing and growing customer relationships
keeping customers informed of process, betas and procedural changes
● Advocate and assist in adoption of new product features, perform implementation reviews, and analyze/optimize processes to help build long-term client success
● Constantly reviewing current processes and design/develop tools, processes, and workflows to increase
team productivity and efficiency
● Working closely with sales to provide customers with POC's to clients
● Actively providing non-customers with a demo of the Dixa product
● Drove a marketing campaign to generate awareness and retain user adoption on G2 Crowd
● Establishing good working relationships with colleagues
● Ability to negotiate and influence
● Help drive adoption and maintain top accounts with key stakeholders by developing success plans for
customers that outline their critical success factors, metrics for success, potential issues, and provide
recommendations to ensure they are fully utilizing the value of the product
● Responsible for ensuring that we provide optimal service with monthly calls in addition to hosting daily
status calls as well as ad hoc meetings as requested to ensure client satisfaction in an ever changing
environment
● Provide timely account or issue executive summary status reporting to customers and management
whether this be monthly, weekly etc
● Ensured positive customer experience by proactively managing and growing customer relationships
● Establish and grow relationships with executive sponsors and decision makers
● Provided timely resolution of product and accounting related customer support issues
● Continuously advising customers accordingly and ensuring that they are fully utilizing the value that the Dixa platform provides to their business
● Partner with the sales, account management and pre-sales teams to onboard and train new clients on in using the Dixa platform to ensure success rate
● Strong presentation skills, excellent verbal and written communication skills including the ability to facilitate meetings and host webinars
● Coached and developed staff, with an emphasis on developing their project management and customer
success fundamentals
● Ensured positive customer experience by proactively managing and growing customer relationships
keeping customers informed of process, betas and procedural changes
● Advocate and assist in adoption of new product features, perform implementation reviews, and analyze/optimize processes to help build long-term client success
● Constantly reviewing current processes and design/develop tools, processes, and workflows to increase
team productivity and efficiency
● Working closely with sales to provide customers with POC's to clients
● Actively providing non-customers with a demo of the Dixa product
● Drove a marketing campaign to generate awareness and retain user adoption on G2 Crowd
● Establishing good working relationships with colleagues
● Ability to negotiate and influence
Marketing, Design, Project Management, Account management, Customer experience, Management, Sales, Service, Implementation, Support, Hosting, Campaign, Demo, Processes, Manager
2013 - 2019
job
Tier 1 Team Lead, EMEA
Zendesk.
As a Team Leader I have been providing direction and guidance to our team of talented Customer
Advocates. Responsibilities included:
● Direct supervision of Customer Advocates including provision of formal 1-1s % performance
management
● General support to the Manager for our 30-strong EMEA frontline support team responsible for handling
a high volume of calls, chats and emails for Zendesk's 85,000+ customers
● Assist and coordinate the day to day operations of the Advocate team, including maintaining complex
schedules across seven languages and three live support channels
● Screening candidates and taking part in interview panels for new staff members across Advocacy
● Maintain team specific reports to measure key metrics, providing health reports to management on First
Reply Time, Resolution Time, Handle Time
● Management of escalations and complex customer enquiries, including conflict resolution
● Track and identify frequently occurring, high impact support issues and utilising the strong relationships
built with external departments to drive solutions
● Monitoring customer satisfaction statistics and feedback and providing Quality Assurance audits on
cross-section of tickets to identify training opportunities
● Direct the Advocates to provide high quality customer service to the clients SLA
● Motivate team members to perform at their optimum in a fast-paced and frequently changing
environment by understanding different communication, thought-process and personalities
● Working closely with our Support Operations and Project Management team in piloting and rolling out
new programmes globally within support such as Knowledge Sharing and Triage
Key Achievements:
● Recognising a need for a peer-recognition scheme and leading the roll-out of our Advocate of the month
program which helped drive increased engagement (including funding, presentation and process)
● Functional council participation aimed at aligning process globally across a team of 150 frontline
Zendesk Advocacy staff
● Building a soft skills training deck which has now been rolled out globally as part of advocacy
on-boarding
Advocates. Responsibilities included:
● Direct supervision of Customer Advocates including provision of formal 1-1s % performance
management
● General support to the Manager for our 30-strong EMEA frontline support team responsible for handling
a high volume of calls, chats and emails for Zendesk's 85,000+ customers
● Assist and coordinate the day to day operations of the Advocate team, including maintaining complex
schedules across seven languages and three live support channels
● Screening candidates and taking part in interview panels for new staff members across Advocacy
● Maintain team specific reports to measure key metrics, providing health reports to management on First
Reply Time, Resolution Time, Handle Time
● Management of escalations and complex customer enquiries, including conflict resolution
● Track and identify frequently occurring, high impact support issues and utilising the strong relationships
built with external departments to drive solutions
● Monitoring customer satisfaction statistics and feedback and providing Quality Assurance audits on
cross-section of tickets to identify training opportunities
● Direct the Advocates to provide high quality customer service to the clients SLA
● Motivate team members to perform at their optimum in a fast-paced and frequently changing
environment by understanding different communication, thought-process and personalities
● Working closely with our Support Operations and Project Management team in piloting and rolling out
new programmes globally within support such as Knowledge Sharing and Triage
Key Achievements:
● Recognising a need for a peer-recognition scheme and leading the roll-out of our Advocate of the month
program which helped drive increased engagement (including funding, presentation and process)
● Functional council participation aimed at aligning process globally across a team of 150 frontline
Zendesk Advocacy staff
● Building a soft skills training deck which has now been rolled out globally as part of advocacy
on-boarding
Project Management, Operations, Training, Interview, Management, Customer service, Service, Statistics, Quality Assurance, Support, Supervision, Monitoring, Health, Direction, Zendesk, Manager
My education
2003
-
2007
Rooks Heath High School
Secondary, B-C including IT (Minor in Maths English)
Secondary, B-C including IT (Minor in Maths English)
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