Pradipta Chandra

Operations Associate

Chennai, Tamil Nadu, India8 yrs 1 mo experience

Most Likely To SwitchHighly Stable

Key Highlights

Led a team of over 30 individuals in customer support.
Implemented successful product migrations and API enhancements.
Conducted multiple technical webinars to empower clients.

Stackforce AI infers this person is a SaaS Customer Support Leader with strong technical and operational expertise.

Contact

Skills

Core Skills

LeadershipCustomer SupportTechnical SupportCustomer Relationship Management (crm)

Other Skills

Team BuildingCross-team CollaborationMigration ProjectsWebinar DevelopmentPublic SpeakingContent WritingEvent ManagementCommunicationMentoringCRMWebinar ManagementCompliance ManagementCustomer SatisfactionCreative WritingBlogging

About

With over seven years of professional experience, I currently serve as the Lead - Customer Support at Freshworks, where I focus on compliance management, cross-team collaboration, and driving operational excellence. My mission is to enhance customer satisfaction by fostering an environment of ownership and continuous learning within my team. I am passionate about aligning processes with organizational goals and creating a culture of accountability and innovation. Leveraging my technical acumen and leadership skills, I aim to deliver impactful solutions that support business growth and client success. At Freshworks, I lead a team of over 30 individuals, ensuring they achieve monthly performance metrics while maintaining quality standards. I have contributed to critical initiatives like product migrations, API documentation enhancements, and the Freshsales Technical Webinar Series. My role also involves strategizing to reduce DSATs and escalations through improved product knowledge and collaboration. Additionally, I actively engage in community-building activities, such as event organization and content creation, as part of Freshworks’ Employee Resource and Women 360 groups.

Experience

8 yrs 1 mo

Total Experience

4 yrs

Average Tenure

7 yrs 9 mos

Current Experience

Freshworks inc. (formerly freshdesk)

4 roles

Lead - Customer Support

Promoted

Apr 2023 – Present · 3 yrs 1 mo · On-site

I have managed 30+ people during my role as "Lead - Customer Support". I am responsible for the team members hitting their monthly metrics, along with strategizing to reduce DSATs and escalations by enhancing product knowledge, ownership and cross-product and cross-team collaboration.
Projects worked on:
1. Product Migrations, strategizing processes to streamline the entire journey
2. Knowledge Base Enhancement/Maintenance
3. Freshsales API Document Enhancement
4. Freshsales Technical Webinar Series
5. Freshworks Community Content Creation & Management
Other activities:
1. Part of the Employee Resource group in organizing events for Freshworks Customer Support.
2. Part of the Women 360 group, with regular participation and volunteering.

LeadershipTeam BuildingCross-team CollaborationCustomer Support

Technical Account Manager

Promoted

Apr 2021 – Mar 2023 · 1 yr 11 mos · On-site

1. Delivered technical advisory services to enterprise clients across APAC & EMEA, driving seamless CRM and telephony integration implementations
2. Architected and debugged complex API configurations, webhooks, and integrations across multiple telephony platforms including Twilio, Exotel, Ozonetel, and Ameyo
3. Built sophisticated automation workflows using Zapier, CRM systems, and helpdesk platforms, leveraging deep expertise in developer APIs and telephony ecosystems
4. Collaborated with Customer Success Managers on Quarterly Business Reviews (QBRs) and adoption assessments, translating technical insights into actionable business outcomes for Premium Support customers
5. Led 22 live technical support webinars for Freshworks CRM, empowering customers with product knowledge and best practices
6. Enhanced support quality through DSAT analysis, violation reviews, and account health audits while mentoring new team members on technical troubleshooting
7. Provided multi-channel technical support via email, chat, and phone, delivering tailored product demonstrations aligned with customer requirements

Customer Relationship Management (CRM)CommunicationTechnical SupportCustomer SupportMentoring

Product Specialist

Jun 2018 – Mar 2021 · 2 yrs 9 mos · On-site

Handling customer emails, chats and assisting customers over calls.
Product Demo as per customer's requirement
Hosting Technical Support Webinars. Hosted 15 Freshsales Webinars, the highest registrants crossing 360 registrants(Day+night slot), between September 2019 - June 2021.
Achievements:
Champion in the Freshsales Support Team, for the year 2020.
MVP in the Freshsales Support Team, for the year 2019.
Champion in the Freshsales Support Team, for the year 2018.

Product Specialist Intern

Jan 2018 – Mar 2018 · 2 mos · Chennai Area, India

Onboarded with basic knowledge about the Corporate world and Company.
Hands-on training with the product Freshsales.
Gained experience in handling tickets, chats and calls.

Amazing little girl

Blogger

Feb 2018 – Present · 8 yrs 3 mos

https://www.theamazinglittlegirl.com/
This is my personal blog and I occasionally find time to update it. I love writing and this blog brings out the deep concerns and vision that I have about life, family, love and friendship.

Theos

Content Writer

May 2017 – Jul 2017 · 2 mos · India

I and my friends are developing a website for this startup. I was in-charge of the content of the website.

Centre of creative learning

Creative Writer

Jun 2016 – Jun 2016 · 0 mo · Chennai Area, India

Awign

Vendor Management

May 2016 – May 2016 · 0 mo

The poem diaries

Blogger

Nov 2014 – Mar 2015 · 4 mos

http://thepoemdiaries.blogspot.in/
I have a knack for poetry and thus I upload all my poems in this another personal blog of mine. It has poems about love, friendship and life.