Vinay Singh

Experience

• 

  Mahindra Holidays & Resorts India Limited

  Jul 2009 - Jan 2012

  Sr. Retention Executive

  * Driving member retention and revenue growth through data-driven strategies and exceptional customer service.* Proven track record of exceeding retention targets, achieving "RETENTION TOPPER" status for 2 consecutive fiscal years.* Implemented proactive and reactive measures to identify churn patterns, reduce cancellations, and collect outstanding dues.* Lead the creation of the first Member Retention Dashboard, providing valuable insights to leadership.* Developed and implemented SOPs for the retention process, ensuring efficient team operations.* Collaborated with external agencies to gain in-depth knowledge of churn demographics and trends.* Enthusiastic about building strong member relationships and exceeding expectations. Show less

• 

  Sterling Holiday Resorts Limited

  Jan 2012 - Mar 2015

  Sr. Assistant Manager - Customer Engagement

  * Lead a Team of 15 Executives / Sr. Executives / Assistant Managers at 2 Locations / Branches* Handle Customer Service like Member On-boarding, Relationship Building Calls (RBC), Meeting customers on field, Holiday planning, Complaint Resolution, Handling Escalations, Social Media Escalations, Inventory Management on Salesforce.com (cloud computing)* Manage Revenue Generation like Collection of Annual Maintenance Charges, Membership fees - collection of overdue EMIs., Outstanding Balance* Prevent churn of the members who have applied for termination of membership by Application of reactive measures, understand the pattern of Churn, identify reason-wise and SKU-wise reports* Preparation of Daily / Weekly Deck, Monthly and Quarterly Business Reports (QBR), Dashboard - Target vs Achievement* Generating referrals leads from existing customers, business from self-sales and contribute to branch sales/revenue* Managing reports of sales conversion through referrals* Maintain clients' deliverables and have them published within stipulated time.* Mentored team members to enhance professional development and accountability in workplace.* Managed senior-level personnel working in marketing and sales capacities. Show less

• 

  Continuum

  Apr 2015 - Jul 2019

  • Partner Care Manager

    Jul 2018 - Jul 2019

  • Technical Success Manager

    Apr 2017 - Jul 2018

  • Team Leader - Service Delivery

    Apr 2015 - Apr 2017
• 

  ConnectWise

  Jul 2019 - now

  Seasoned leader with 16+ years of experience driving success across diverse functions including content creation, data analysis, customer service, operations, project management, and partner success. I have a proven track record of building and managing high-performing teams, fostering strong stakeholder relationships, and implementing process improvements to achieve operational excellence.Currently, as a Senior Manager in Partner Care, I leverage my multi-faceted expertise to:• Lead and mentor a team of experienced professionals, fostering a collaborative and dynamic environment.• Set strategic direction and develop operational plans to achieve key performance indicators (KPIs).• Navigate complex situations by interfacing directly with partners to resolve technical and relationship issues.• Champion continuous improvement by identifying opportunities, developing programs, and driving cross-functional projects.• Collaborate effectively across departments to ensure seamless partner experiences and alignment with their needs.• Act as a subject matter expert and a trusted advisor to both internal and external stakeholders.ITIL Foundation certified, I am passionate about building strong partnerships and delivering exceptional service that empowers partners and drives mutual success.Connect with me to discuss how my skills and experience can contribute to your organization! Show less As a Manager in Partner Care, I leverage my multi-faceted expertise to:• Lead and mentor a team of experienced professionals, fostering a collaborative and dynamic environment.• Set strategic direction and develop operational plans to achieve key performance indicators (KPIs).• Navigate complex situations by interfacing directly with partners to resolve technical and relationship issues.• Champion continuous improvement by identifying opportunities, developing programs, and driving cross-functional projects.• Collaborate effectively across departments to ensure seamless partner experiences and alignment with their needs.• Act as a subject matter expert and a trusted advisor to both internal and external stakeholders. Show less

  • Sr. Manager - Partner Care

    Jul 2023 - now

  • Manager - Partner Care

    Feb 2021 - Jul 2023

  • Sr. Patner Care Manager

    Jul 2019 - Jan 2021