Kekrosenuo L.

Customer Experience & Operations Specialist | B2B Support | CRM Expert (Salesforce, Zendesk, Intercom, Freshdesk) | Process Optimization & Customer Success · Dimapur, Nagaland, India

As a B2B Client Retention Officer, I am dedicated to fostering long-term customer relationships through a meticulous and organized approach. My calm and diligent nature allows me to navigate complex client issues and high-volume workloads with unwavering accountability, consistently delivering well-structured and effective solutions.

Experience

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B2B Client Retention officer

Beauty Barn · Feb 2026 – Apr 2026

Not yet confirmed

• 1.
• Generated 80 lakh+ in wholesale revenue within a 3-month intensive sprint by optimizing the B2B sales funnel and re-engaging legacy clients.
• 2.
• Designed and implemented end-to-end SOPs for wholesale order management, from initial B2B inquiry to final product dispatch.
• 3.
• Managed high-volume distribution for K-Beauty brands, acting as the primary point of contact for wholesalers and salon partners across India.
• 4.
• Leveraged this part-time role to master B2B SaaS-style workflows, complex supply chain logistics, and CRM-driven client management while maintaining 100% fulfillment accuracy.

Customer Success Specialist

HNR Tech · Sep 2024 – Jan 2026

Not yet confirmed

Customer Success Specialist

SimpleTire · Sep 2024 – Jan 2026

Not yet confirmed

• • Manage end-to-end tire warranty claims involving manufacturing and product defects
• • Act as a mediator between customers, suppliers, and tire manufacturers to drive fair and timely resolutions
• • Evaluate warranty eligibility by reviewing defect details, documentation, and purchase history
• • File, track, and follow up on claims while ensuring compliance with manufacturer policies
• • Communicate claim status and outcomes clearly, setting realistic expectations for customers
• • Resolve escalations efficiently while maintaining high customer satisfaction and service standards

Customer Support Operations Manager

Digital Regenesys · Mar 2023 – Feb 2024

Not yet confirmed

• Managed inbound customer inquiries via calls, chats, and emails.
• Supported international clients across US, EMEA, and global regions.
• Maintained accurate customer records and pipelines in Salesforce CRM.
• Coordinated with marketing and post-sales teams for smooth onboarding.
• Ensured timely responses and resolution aligned with SLAs.

A

Business Development Executive

Adda52.com · Nov 2022 – Feb 2023

Not yet confirmed

• Supported customer onboarding and partner coordination.
• Handled service-related client communication and issue resolution.
• Assisted in product launches and customer experience improvements.

P

Customer Service Specialist

Pocket52 · Feb 2021 – Sep 2021

Not yet confirmed

• ● Utilized sales techniques and strategies to build customer relationships and close sales,
• resulting in a 13% increase in sales.
• ● Handled customer complaints calmly and professionally, resolving customer issues in a
• timely manner.
• ● Resolved customer complaints with empathy and understanding, resulting in a customer
• satisfaction rate.
• ● Dedicated customer service professional with experience serving diverse clients.
• Experienced with strong attention to detail who can excel under pressure.
• Significant
• accomplishments in punctuality and increased customer satisfaction.
• Eagerly looking
• forward to working with a new customer base.

A

Customer Success Specialist

Adda52.com · Feb 2018 – Jan 2020

Not yet confirmed

• ● Experienced in public relations, relationship building and management.
• Media and public
• relations specialist leveraging in-depth knowledge of market trends to execute high-impact
• marketing campaigns.
• ● Results-focused Marketing Specialist successful in revenue generation and member action,
• including sales and lead generation.
• ● Targeted both offline and online consumers by designing a multi-pronged and
• comprehensive marketing strategy.
• ● Experience of over years in the marketing field with hands on experience in different
• strategies and development of protocols for marketing purposes.
• Improvised with customer
• interactions criteria and improved the overall structure of customer interactions.
• ● Lead generation and project management abilities.

Customer Success Associate

Fourth Quadrant Labs Pvt. Ltd. · Apr 2016 – Dec 2017

Not yet confirmed

• • Make strategies to win clients for Sign-up for iGaming platform and client retention
• and acquisition.
• • Dedicated customer service professional providing exceptional services and
• building relationships with customers.
• • Established warm and friendly rapport whilst interacting with customers by phone,
• email and on live chat.
• • Served as point of escalation for complex customer issues, capturing timely
• resolution to drive client retention.
• • Handled high-volume telephone calls to address and resolve customer queries.

D

Front Office Executive

Delta Corp Ltd · Jul 2014 – Mar 2016

Not yet confirmed

• • Maintained excellent customer satisfaction by delivering high-quality customer
• service and dealing with all matters appropriately.
• • Met incoming customers with professional approach and provided friendly,
• knowledgeable assistance.
• • Collaborated effectively with customers and staff to maintain smooth-running
• company operations.
• • Delivered polite, professional customer service to enhance business reputation
• through positive first impressions.
• • Handled database updates and digital file management aligned with data security
• and integrity requirements.