VA
Varshika Agarwal
Contact details — on requestProof of Work — on request
Experience
Customer Success Manager
University Living · Sep 2024 – Present
- Own resolution of 100+ monthly high-risk customer escalations across global markets, protecting customer retention and brand trust.
- Built and implemented escalation frameworks that reduced turnaround time by 30% and repeat issues by 20%.
- Partner with Finance and Legal teams on complex refund and contract disputes, helping minimize revenue leakage.
- Lead and mentor a 9-member team, improving operational consistency and service quality.
- Improved Trustpilot rating from 4.6 to 4.7 through structured reputation management and proactive issue resolution.
- Provide leadership insights to VP/CEO on revenue risks, escalation trends, and process gaps.
Customer success assistant manager
University Living · Sep 2024 – Present
- Led critical customer escalations across WhatsApp, email, and review platforms, ensuring timely and policy-compliant resolutions.
- Managed sensitive cases involving refunds, cashback disputes, and contractual concerns in close coordination with finance and legal teams.
- Designed and rolled out a structured escalation handling framework, streamlining processes and improving turnaround times.
- Built and maintained centralized trackers for escalations and feedback, supporting leadership with quicker, data-backed insights.
- Mentored and guided the CSM team, while driving cross-functional collaboration across sales, operations, finance, and legal.
- Introduced initiatives that minimized repeat escalations and enhanced overall customer satisfaction
A
Senior Customer Success Manager
Artium Academy · Jul 2023 – Feb 2024
- Improved customer retention by 15-20% through proactive lifecycle management and engagement strategies.
- Reduced resolution time by 25% by optimizing workflows and internal processes.
- Partnered with Product and Operations teams to identify churn drivers and improve the customer journey.
Senior Business Development & Customer Success Manager
Scaler · Mar 2022 – Mar 2023
- Strengthened customer relationships through consultative engagement, onboarding, and proactive account management.
- Optimized customer experience platforms by customizing and integrating CX tools, enhancing data security and customer satisfaction.
- Facilitated collaboration across departments to improve service delivery and operational efficiency.
- Designed and delivered customer service training programs, upskilling the team and raising service quality standards.
S
Senior Business Development & Customer Success Manager
Scaler Academy · Mar 2022 – Feb 2023
- Managed post-onboarding success for revenue-generating cohorts with multi-million revenue impact.
- Increased product adoption and retention through structured customer engagement and a consultative approach.
Sales Manager - International Accounts
WhiteHat Jr · Jul 2020 – Feb 2022
- Managed international customer portfolios while balancing revenue targets, retention, and customer satisfaction.
- Improved renewal outcomes through structured engagement and relationship management.
Sales Manager – B2B & B2C (International)
WhiteHat Jr · Jul 2020 – Feb 2022
- Built and managed enterprise client relationships through consultative engagement, including cold calling, virtual meetings, and in-person interactions.
- Implemented structured account management and client onboarding processes, strengthening long-term customer partnerships and ensuring repeat renewals.
- Mentored and supported franchise partners by leading training sessions, enabling effective lead generation, product knowledge, and upselling strategies.
- Collaborated with cross-functional teams to drive customer satisfaction and enhance overall client experience.
T
Customer Operations & Sales - International
Trivolia · Jul 2018 – Mar 2020
T
Sales Manager
Trivolia · Jul 2018 – Mar 2020
- Supported international business growth through market analysis and strategic planning.
- Contributed to sales expansion by identifying opportunities and strengthening client relationships.
H
Travel Specialist
Holiday Triangle Travel Pvt Ltd · Jul 2017 – Jul 2018
- Spearheaded a pilot venture focused on enhancing customer experience and satisfaction.
- Developed strong problem-solving and client engagement skills in a fast-paced, customer-facing role.
T
Sales Executive - Outbound
Travel Triangle · Jul 2017 – May 2018
I
Senior Travel Consultant
Incredible Holiday India/Caper Travel · Jul 2015 – Aug 2017
- Delivered tailored travel solutions to clients across the US, UK, Australia, Canada, and Africa.
- Provided operational support to ensure seamless customer experiences and repeat business.
A
Sales Executive - Inbound
Asian Routes / Caper Travel · Jul 2015 – Jul 2017
Skills 0 proven through work
Also works with
EmpowermentEmail Correspondence ManagementTime ManagementBusiness Value RealizationC-Suite Stakeholder EngagementProduct Adoption StrategyProfessional NetworkingCommunity EngagementPresenting BenefitsValue Proposition TailoringClient OnboardingRevenue Impact EstimationLead GenerationConsultative SellingCareer PathingExplaining Technical ConceptsSaaS Product SalesOperations ManagementBusiness Growth StrategyCustomer Satisfaction AnalysisProblem SolvingMultitaskingPersonalized Outreach MessagingWork EfficiencyAverage Handling Time ManagementAudience Engagement StrategyWork Planning and PrioritizationUrgent Request HandlingEffective CommunicationMediationWorkflow CoordinationCustomer Issue ResolutionCustomer De-escalationProfessional Email WritingCourse DevelopmentCase Study AnalysisProduct Training DeliveryPerformance Metrics AnalysisData VisualizationPower BIMicrosoft ExcelComplaint Resolution via Written ChannelsSOP AdherenceOffer ManagementResource AllocationDelegation and Work AllocationTeam CommunicationAttention to DetailAccountability ManagementService Quality AssuranceMentoring and Peer CoachingCustomer Relationship BuildingEmpathyCustomer AdvocacyCustomer ServiceSOP DevelopmentCustomer Expectation ManagementRoot Cause AnalysisFinding Customer NeedsGuidanceCustomer EducationPolicy CommunicationCross-Departmental CoordinationStakeholder ManagementProactive Escalation PreventionProcess ImprovementSecurity Incident ResponseSLA AdherenceIssue EscalationOnline Review ManagementTicket ManagementTeam LeadershipSales ExecutionCustomer Retention and Churn Prevention
Proof of Work
Proof of Work
Varshika shares this with people who ask. You'll hear back either way.
Contact details
Contact details
Varshika shares this with people who ask. You'll hear back either way.
What drives their work
The Architect
You build the foundational structures that enable consistent and high-quality operations.
Varshika's superpower
You excel at transforming unstructured environments into highly organized and efficient operational frameworks.
How Varshika works
You would excel in roles that require establishing and refining operational processes within customer-facing teams, particularly in environments needing structure.
Ask about this candidate
AI responses may contain errors. Proof status and source information are provided by Proof of Skill.
A Proof CV — one profile, kept current, with the proof attached. Back to the portal