Aug 2024 – Feb 2025 · 6 mos · United Kingdom · Remote

• User Account Management: Managed the creation and maintenance of talent, client, and internal employee accounts, ensuring seamless onboarding and access to Jobbatical’s platform. Assisted users with account setup, troubleshooting, and access-related issues, maintaining data integrity and security. Platform Support & Troubleshooting: Provided technical and account-related support to users via email and video calls, ensuring a smooth platform experience. Identified, analyzed, and resolved user issues, escalating complex cases to the appropriate teams when necessary. Client & Talent Assistance: Conducted platform walkthroughs to help clients and talents navigate features and functionalities. Offered proactive support, addressing queries and ensuring a high level of customer satisfaction. Internal Employee Support: Assisted internal employees with their platform accounts, queries, and access management, ensuring seamless internal operations. Provided training and support to internal teams to improve platform proficiency. Feedback Management & Process Improvement: Managed the company’s feedback structure, gathering insights from users to drive platform enhancements. Developed and automated workflows and processes, reducing manual efforts and improving efficiency. Knowledge Base & Educational Content: Created and maintained help center articles, FAQs, and guides to support clients, talents, and internal employees. Produced video demos and platform walkthroughs, offering visual guidance on platform features and best practices. Automation & Workflow Optimization: Designed and implemented automated forms and workflows for clients and employees, streamlining data collection and user interactions. Collaborated with cross-functional teams to improve self-service options and reduce dependency on support.

Jul 2022 – Mar 2023 · 8 mos · Remote

• User Account Management: Proficiently handled the creation and management of user accounts, ensuring seamless onboarding and access to Confluent's services. Demonstrated a keen eye for detail, maintaining the integrity and confidentiality of all user case. Billing and Invoice Support: Assisted users with billing-related queries, providing accurate and timely information on invoices, payment methods, and subscription details. Cultivated a customer-focused approach, ensuring users received clear and comprehensive answers to their queries. Customer Relationship Building: Built strong customer relationships by resolving queries in a timely and empathetic manner through Zendesk, fostering a positive user experience. Collaboration and Knowledge Transfer: Worked collaboratively with internal teams to facilitate knowledge transfer, ensuring a comprehensive understanding of products and services. Multitasking and Application Proficiency: Efficiently multitasked through various applications to provide users with accurate and up-to-date information, optimizing query resolution. Maintained a high level of product knowledge to address user inquiries accurately. P1 Ticket Escalation: Displayed a proactive approach to customer support by escalating critical queries (P1 tickets) to internal teams for swift and effective resolution. Salesforce and Tableau Utilization: Utilized Salesforce and Tableau to access organizational details, such as cloud and cluster information, enhancing the accuracy and relevance of user support.

Mar 2021 – Apr 2022 · 1 yr 1 mo · Remote

• Tailoring Support Processes: As the initial team member, I played a pivotal role in designing and tailoring the support process, ensuring seamless user experiences and streamlined query resolution. Developed comprehensive Knowledge Base articles and FAQ documents to empower users with self-help resources, reducing the number of repetitive queries. Onboarding and Training: Successfully onboarded new support agents, equipping them with indepth knowledge of the process and workflow, contributing to their proficiency and efficiency. Conducted training sessions to empower agents with the necessary skills to handle user queries with confidence. Zendesk CRM Administration: Acted as a Zendesk CRM admin, leveraging the platform to enhance user experiences. I implemented macros, email templates, and tags to efficiently filter and address user queries. This resulted in improved response times and a personalized support experience for users. Process Improvement Initiatives: Played an integral role in process improvement meetings, collaborating with cross-functional teams to identify pain points and implement effective solutions. Streamlined repair processes and updated procedures for support actions, ensuring consistency and efficiency in query resolution. Team Management: Managed a team of 6 support agents, overseeing their day-to-day activities, and ensuring seamless coordination among team members. Encouraged a positive and productive work environment, fostering a culture of learning and growth. Exceptional User Support: Assisted users with their queries related to the Turing platform, providing prompt and effective solutions, and maintaining a high level of user satisfaction. Achieved an impressive 100% retention rate of assigned business, reflecting a commitment to outstanding support.

Jun 2019 – Dec 2020 · 1 yr 6 mos · Pune District, Maharashtra, India · On-site

• User Access Management: Led the creation, modification, and deletion of users in Active Directory, ensuring timely and accurate access provisioning while maintaining data security protocols. Collaborated with cross-functional teams to streamline user access workflows, reducing turnaround time for access requests. Extensive Application Support: Managed and supported over 100 applications, providing prompt and effective assistance to AU clients, addressing their technical concerns and ensuring seamless user experiences. Exhibited strong problem-solving skills, resulting in the resolution of diverse technical issues across multiple systems and applications. Tier 1 IT Support: Engaged with non-technical internal users to provide Tier 1 IT support through desk-side assistance, guiding them through technical challenges, and offering patient explanations. Service Level Agreement (SLA) Compliance: Assiduously maintained SLAs for clients, ensuring adherence to established service standards, and consistently delivering exceptional service within agreed-upon timeframes. Round-the-Clock Service: Thrived in a fast-paced environment by providing 24/7 support, catering to customers and end-users across various time zones, displaying adaptability and dedication. Customer Satisfaction: Received accolades from clients and team members for my customercentric approach, communication skills, and empathetic handling of user queries and concerns.

Jan 2015 – Dec 2015 · 11 mos · Pune District, Maharashtra, India · On-site

• Customer Support Excellence: Collaborated directly with Amazon UK clients, providing top-notch customer support that aligned with their unique needs and requirements. Employed a customer-centric approach to all interactions, ensuring that customer inquiries were met with empathy and timely solutions. Customer Satisfaction Strategies: Leveraged forward-thinking strategies to maintain high levels of customer satisfaction, proactively addressing concerns and tailoring solutions to meet customer expectations. Internal and External Support: Played a pivotal role in providing primary customer support to both internal and external customers, offering comprehensive assistance across a range of inquiries. Responsive Inquiry Handling: Responded promptly to customer requests for products, services, and company information, demonstrating efficiency and attentiveness in addressing customer needs.