Summary
Overview
Work History
Education
Skills
Additional Highlights
Timeline
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Abhradyuti Sarkar

Bengaluru

Summary

Customer-focused SaaS support professional with experience in Online Reputation Management, customer insights, and user-facing product development. Skilled at resolving high-volume customer issues end-to-end using enterprise tools (Sprinklr, LeadSquared) and survey platforms (Typeform, SurveyMonkey, Google Forms). Proficient in leveraging AI tools for efficient ticket resolution, knowledge base creation, and customer sentiment analysis. Available for US/NAMER shift and hybrid Bengaluru office.

Overview

5
5
years of professional experience

Work History

Founder

ripples.me
09.2020 - 05.2025
  • - Built prototype for a creator e-commerce product and led user research with 50+ creators to identify top product pain points and feature requests.
  • - Captured and prioritized customer feedback using Typeform & Google Forms; delivered product improvements by collaborating with designers/engineers, reducing recurring support queries.
  • - Designed go-to-market materials and managed pre-launch customer queries across email and social platforms, ensuring timely follow-ups and improved demo conversion.
  • - Applied AI tools to summarize survey results and generate insights, improving decision-making and product iteration speed.
  • - Analyzed early adopter insights and campaign data using Google Ads & Meta Ads, feeding findings into product/marketing strategy.

Business Development Associate

Think & Learn (Byju’s)
07.2020 - 02.2021
  • - Consulted with parents to diagnose learning concerns and recommend tailored K12 solutions.
  • - Maintained detailed customer records and follow-up schedules in LeadSquared CRM to ensure seamless client experience and drive conversions.
  • - Strengthened customer trust and engagement through proactive communication and consistent updates.
  • - Liaised with the support team to drive proper onboarding and retention in order to minimize customer drop offs.

Social Media Analyst (ORM)

Swiggy
03.2020 - 08.2020
  • - Managed and resolved high-volume customer escalations using Sprinklr, across Twitter/X, Facebook, Instagram, and Google Play Store.
  • - Reduced average response time and improved sentiment by creating structured workflows for tracking and resolving customer issues.
  • - Partnered with Customer Support, Marketing, and PR teams to handle high-priority incidents and build standard escalation playbooks.
  • - Leveraged AI-driven monitoring within Sprinklr for sentiment analysis, improving prioritization of critical escalations.
  • - Logged and tracked customer issues in Sprinklr, feeding recurring problems to ops/product teams for systemic fixes.

Education

Bachelor of Technology (B.Tech) - Information Science and Engineering

Vemana Institute of Technology
Bengaluru

Skills

  • Customer Support & CRM
  • - Ticketing & Resolution (Sprinklr)
  • - CRM Management (LeadSquared)
  • - SaaS Product Troubleshooting & Escalation Handling
  • - Online Reputation Management & Social Listening
  • Technical & Analytical
  • - Data Analysis: SQL Basics, Google Analytics
  • - Customer Feedback & Surveys: Typeform, SurveyMonkey, Google Forms
  • - Exposure to Digital Platforms: Google Ads, Meta Ads (campaign analytics & insights)
  • - Project Management & Documentation: Asana, Notion
  • - AI Tools: ChatGPT, AI-driven chatbots, automated sentiment & ticket classification
  • - Customer Satisfaction Metrics: CSAT, First Response Time, Resolution Rate
  • Communication & Collaboration
  • - Clear written & verbal communication for US/NAMER customers
  • - Customer Feedback Lifecycle Management
  • - Cross-functional collaboration with Product & Engineering

Additional Highlights

  • - Comfortable with hybrid work (3 days/week WFO, Bengaluru) as well as in-office work.
  • - Fully available for US/NAMER shift (6:30 PM–7:00 AM IST).
  • - Strong interest in SaaS growth companies and scaling customer support processes.

Timeline

Founder

ripples.me
09.2020 - 05.2025

Business Development Associate

Think & Learn (Byju’s)
07.2020 - 02.2021

Social Media Analyst (ORM)

Swiggy
03.2020 - 08.2020

Bachelor of Technology (B.Tech) - Information Science and Engineering

Vemana Institute of Technology

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Abhradyuti Sarkar