Saikiran Yadav
Glenroy,Australia
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
7
7
years of professional experience
Work History
Senior Success Associate, Team Lead
Door Dash
Melbourne
08.2021 - Current
- Managed a portfolio of over 50 SMB clients, ensuring their satisfaction and success
- Proactively identified customer needs, provided strategic guidance, and offered customized solutions to optimize their experience
- Collaborated cross-functionally with sales, product, and support teams to address client challenges and provide comprehensive solutions
- Achieved a customer retention rate of 95%, surpassing the company's goal and contributing to recurring revenue growth
- Resolved escalated customer issues promptly, maintaining a high level of customer satisfaction and minimizing churn
- Implemented a new ticketing system, resulting in a 30% reduction in response times and improved efficiency
- Collaborated with product teams to communicate customer feedback, contributing to product improvements and enhancements
- Onboarded new customers, guiding them through the product setup process and demonstrating its value proposition
- Monitored customer usage patterns and identified opportunities to upsell additional services, increasing account revenue by 25%
- Conducted regular check-ins with clients to assess their satisfaction, address concerns, and provide proactive support
- Played a key role in organizing and hosting customer webinars, educating users about best practices and new features.
Help Desk Support
Royal Brighton Yacht Club
Melbourne
06.2020 - 08.2021
- Attending customer enquiries and office duties such as receiving calls, ordering merchandise & building customer relationships with clear communication
- Troubleshooting and diagnosing technical issues remotely, over the phone and in-person in-house software to hardware, such as Tablets, Laptops, PCs, Printers and Troubleshoot basic network issues such as ADSL broadband issues
- Creating, reviewing, and updating documentation in support of day-to-day Service Desk operations
- Resolving as many incidents as possible on initial contact according to agreed SLA and processes for dedicated Customer and confirming fact that the issue is fixed with users
- Identify and suggest possible improvements on procedures
- Prioritise and manage several issues at one time
- Create and/or maintain internal training documentation
- Perform remote troubleshooting through diagnostic techniques and pertinent questions.
Contact Centre Representative - Utility Sales
Compare and Connect
Melbourne, VIC
06.2018 - 06.2020
- Identify and prospect potential customers within the assigned territory or market segment
- Conduct cold calls, emails, and in-person meetings to initiate and nurture sales leads
- Present utility services and solutions to clients, emphasizing their benefits and value proposition
- Develop and maintain a deep understanding of the utility products and services being offered
- Tailor sales pitches and proposals to match the unique needs and requirements of each customer
- Negotiate pricing, terms, and contracts in collaboration with customers and sales management
- Achieve and exceed individual and team sales quotas and revenue targets
- Build and nurture strong, long-lasting relationships with new and existing customers
- Address customer inquiries, concerns, and objections, providing solutions and building trust
- Collaborate with cross-functional teams, including marketing and technical teams, to enhance sales strategies
- Monitor market trends, competitive landscape, and regulatory changes to adjust sales approach
- Maintain accurate and up-to-date records of customer interactions and sales activities in CRM systems.
Cafe Manager
EARL Canteen
03.2017 - 06.2018
- Proven ability supervising and training new employees
- Efficiently handle inventory control to ensure waste is reduced
- Solid understanding and enforcement of safety procedures
- Ability to plan work schedules and assign duties in accordance with the work schedule
- Ensure stock is rotated when restocking shelves
- Assist with monthly stock take.
Customer Contact Centre
Village Cinemas - Head Office
South Yarra, VIC
11.2016 - 02.2017
- Obtain customers information by answering telephone calls, verifying information
- Accomplishing sales and organization mission by completing related results as needed
- Aiding for patrons in emergency situations.
Education
Master of Technology (Enterprise Systems and Business Analytics) -
Federation University
11.2016
Bachelors in Electronics and Communications Engineering -
Jawaharlal Nehru Technological University
05.2014
Skills
- Customer Relationship Management (CRM) software (eg, Salesforce, HubSpot)
- Strong interpersonal and communication skills
- Problem-solving and conflict resolution
- Data analysis and reporting
- Cross-functional collaboration
- Time management and prioritization
- Upselling and account growth strategies
- Technical Support
- Quality Improvement
- Client Service
Computer Software
- Salesforce
- Outreach
- Jira
- Okta
- Citrix
- Snapper
- Slack
- Microsoft Office (Word, Excel, PowerPoint, Access)
- MS Project
- NetBeans
- MySQL
Computer Systems
- Windows XP/7/8/10
- Linux/Ubuntu
- MAC
Professional Development
- Introduction to IT and Cybersecurity, Cybrary, Melbourne, 05/2021
- Mobile App Security, Cybrary, Melbourne, 05/2021
- Certificate of Appreciation for Mentoring Students, Federation University, Melbourne, 05/2016
- Training and Placement Student Coordinator, Jawaharlal Nehru Technological University, Hyderabad, India, 07/2013
- Certificate of Appreciation for Motivation of youth for Inspiring Rural Reconstruction, National Service Scheme, India, 09/2012
Volunteer Involvement
- Training and Placement Student Coordinator, Jawaharlal Nehru Technological University, Hyderabad, India, 07/2013, Managing all activity of training and placement such as collecting data of students through Google drive, Making announcements in front of several students as well as the professor, Arranging venue and food for the hiring team as well as organising the hall for recruitment testing
- Volunteer in National Service Scheme, National Service Scheme, India, 09/2012, Organising and participating in various events such as Law Awareness Program for Women and Motivation of Youth Inspiring Rural Reconstruction, Controlled blood donation camp which was organised by National Service Scheme at Dharmsinh Desai University
Hobbies and Interests
- Reading books
- Playing cricket
References
Available upon request
Languages
English
Native/ Bilingual
Telugu
Native/ Bilingual
Hindi
Native/ Bilingual
Punjabi
Limited
References
References available upon request.
Timeline
Senior Success Associate, Team Lead
Door Dash
08.2021 - Current
Help Desk Support
Royal Brighton Yacht Club
06.2020 - 08.2021
Contact Centre Representative - Utility Sales
Compare and Connect
06.2018 - 06.2020
Cafe Manager
EARL Canteen
03.2017 - 06.2018
Customer Contact Centre
Village Cinemas - Head Office
11.2016 - 02.2017
Master of Technology (Enterprise Systems and Business Analytics) -
Federation University
Bachelors in Electronics and Communications Engineering -
Jawaharlal Nehru Technological University
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