FG

Francis Gerson

Southern part of India

As an Inbox Manager and Customer Success professional, I approach my work with a calm, organized, and diligent mindset, always striving for mastery in every interaction. I am deeply accountable for delivering exceptional support, driven by an empathetic understanding of customer needs and an idealistic commitment to achieving the best possible outcomes.

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Contact details — on requestProof of Work — on request

Experience

B

Inbox Manager / Customer Success

Buzzlead · Aug 2025 – Present

Not yet confirmed
  • Manage a high-volume shared inbox for a US/UK client base, triaging and responding to client and stakeholder communications to consistently meet response-time targets.
  • Coordinate follow-ups and task ownership across teams, reducing unresolved threads and keeping escalations on track to resolution.
  • Maintain structured workflows for lead tracking, scheduling, and escalation handling within the CRM.
  • Provide leadership with regular updates and summaries to maintain operational visibility across active accounts.
  • Ensure accurate, audit-ready documentation and CRM records for all client communications.
D

Project Manager

Doodleblue Innovations Pvt Ltd · Jun 2022 – Oct 2024

Not yet confirmed
  • Coordinated schedules, meetings, and project timelines for senior stakeholders across multiple concurrent engagements.
  • Served as the central point of communication between leadership, clients, and internal delivery teams.
  • Managed multiple client engagements simultaneously, ensuring clear communication and on-time execution.
  • Built documentation, trackers, and status reports that kept stakeholders aligned and reduced miscommunication.
  • Handled senior-level client communication with professionalism, including sensitive or escalated matters.
B

Client Success & Implementation Specialist (Freelance)

Bitrix24 CRM · May 2017 – May 2022

Not yet confirmed
  • Managed onboarding and ongoing communication for 40+ clients, ensuring smooth implementation and adoption.
  • Scheduled and led client calls, demos, and follow-ups across multiple time zones.
  • Maintained detailed documentation, reports, and communication logs to support account continuity.
  • Acted as primary point of contact for client queries, improving response consistency and client trust.
G

Lead Customer Service Executive

Groupon Shared Services Pvt Ltd · Feb 2013 – Apr 2017

Not yet confirmed
  • Supervised daily operations and team coordination for a customer support function.
  • Handled customer escalations, resolving issues professionally while protecting client relationships.
  • Built tracking systems and performance reports to monitor team output and identify workflow gaps.
  • Improved response time and operational efficiency through targeted process improvements.

Skills 0 proven through work

Also works with

Bitrix24 UsageProduct DemonstrationsVendor CoordinationCRM ManagementProject ExecutionRequirements AnalysisSEO Strategy & RoadmappingCost EstimationNegotiatingProject Status CommunicationStakeholder ManagementTeam SupportBlocker Identification and ResolutionTeamworkVerbal CommunicationCustomer Expectation ManagementBrief Clarification and RescopingBusiness Change Request ManagementOn-time DeliveryProject TrackingTrello UsageTelephone CommunicationTeam CommunicationWork Planning and PrioritizationBudget ManagementMeeting FacilitationCustomer EducationClient OnboardingEmail Correspondence ManagementCross-Departmental CoordinationTechnical Training DeliveryDatabase Data Entry and UploadBusiness AcumenFinding Customer NeedsSales SupportMeeting SchedulingMulti-Channel OutreachLead QualificationStrategic PlanningBusiness Growth StrategyLead ManagementLead GenerationProcess ImprovementWorkflow Design (Process Mapping)Workflow CoordinationService Request ManagementCustomer Issue ResolutionAccount Management

Proof of Work

Proof of Work

Francis shares this with people who ask. You'll hear back either way.

Education

Bachelor, Commerce

University of Delhi · 2006 — 2009

Contact details

Contact details

Francis shares this with people who ask. You'll hear back either way.

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