Saugesh Lamsal

•Managed 50+ client accounts end-to-end as primary Client Success Manager via Zendesk CRM, maintaining a 100% service-request resolution rate and consistently high CSAT scores across the full portfolio.

•Reduced client churn risk by monitoring account health KPIs and identifying at-risk accounts proactively, contributing to a ~20% improvement in at-risk account retention and renewal rates.

•Collaborated cross-functionally with product and operations teams to resolve service bottlenecks, reducing average delivery turnaround by ~30% through structured escalation workflows.

•Delivered multi-channel client support (email, chat, CRM backend), handling ~80 support interactions per week with average first-response time under 4 hours; managed pipeline updates and follow-up workflows.

•Executed upsell and cross-sell initiatives across the account portfolio, identifying expansion opportunities and communicating value propositions aligned to individual client business goals.

•Founded and scaled a natural wellness e-commerce business from zero to first sales within 3 months through organic and paid social media campaigns on Instagram and Facebook.

•Negotiated supplier contracts securing 15-20% margin improvement through volume pricing agreements and quality control benchmarks, directly boosting gross profitability.

•Managed end-to-end operations including procurement, inventory control, logistics, order fulfilment, and customer support — growing repeat buyer base by 60%+ within the first year.

•Maintained ~70% customer retention rate through proactive post-purchase follow-ups, upsell/cross-sell initiatives, and personalized customer communication.

•Built and executed a digital marketing and email marketing strategy, growing the brand audience by 300%+ in under 6 months.

•Supported B2B and retail distribution of ESET NOD32 antivirus and tech hardware to direct clients and channel partners, achieving 100%+ of monthly sales targets across B2B and retail channels.

•Maintained inventory accuracy across 200+ SKUs, reducing stock discrepancy errors by ~40% through systematic record-keeping and periodic audits.

•Managed daily retail payment collections and bank coordination across an average of NPR 200, 000+ in daily transactions — zero financial reconciliation gaps maintained throughout tenure.