Nov 2023 – Dec 2025 · 2 yrs 1 mo · On-site

• Enhance Swipe AI (an inbuilt AI support chat platform) by publishing community articles to facilitate instant chat support for general and repetitive queries, reducing wait times and improving the overall customer support experience.
• Ensure that customers maximize the value of the products or services they purchase by understanding their goals, offering guidance on product usage, addressing concerns, and driving customer satisfaction and retention.
• Collaborate with sales, marketing, and product teams to align company offerings with customer needs and build long-term relationships.
• Handle escalated customer issues, ensuring timely and effective resolution.
• Conduct product-based training for new joiners, equipping them with the knowledge, skills, and abilities required to perform their roles effectively.
• Organize and lead query-buster sessions on new and existing product features for the sales team.
• Led renewal negotiations and account expansion efforts through consultative upsell planning and strong client partnership management.

Nov 2022 – Nov 2023 · 1 yr · On-site

• Assisted customers during the initial stages of adopting a service, ensuring a smooth transition and successful implementation.
• Developed strong relationships with customers, acted as a trusted advisor, and fostered open communication channels.
• Educated customers on product features, best practices, and potential use cases to promote maximum product utilization and value realization.
• Tracked customer satisfaction, engagement levels, and product usage metrics to identify opportunities for improvement and proactively address any issues.
• Worked to retain existing customers by ensuring their ongoing success and identifying upselling or cross-selling opportunities.
• Collected feedback from customers, relayed it to the relevant teams, and advocated for customer needs and priorities within the organization.

Oct 2022 – Nov 2022 · 1 mo

Oct 2021 – Sep 2022 · 11 mos

• Successfully converted uninterested prospects into demo class participants.
• Monitored and tracked demo class attendance for lead generation.
• Audited sales calls, given reminders to the students before each and every class ensuring full attendance.
• Reported fake sales to higher authorities to take strict action against the sales person.

Dec 2020 – Aug 2021 · 8 mos · Pune, Maharashtra, India · On-site

• Worked for "Myntra" customer support process.
• Answered incoming calls and responded to customers emails.
• Managed and resolved customer complains.
• Provided product and service based information to customers.