Summary
Overview
Work History
Education
Skills
Websites
Awards
Core Skills
Accomplishments
Timeline
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Ananya Rupa Tripathy

Bangalore

Summary

Customer Support Professional with 3 years of experience in high-volume, SLA-driven environments. Resolved over 2,000 support cases in one year, achieving a 99% SLA adherence rate. Skilled in workflow documentation, mentoring new hires, and quickly adapting to new technologies and processes.

Overview

3
3
years of professional experience

Work History

Senior Customer Support Specialist

Rippling
Bangalore
04.2025 - Current
  • Reduced team-wide escalations by proactively resolving high-risk cases and coaching peers.
  • Handled sensitive client situations through clear communication and successful issue de-escalation.
  • Identified payroll failures affecting multiple clients, coordinating with operations for same-day resolution.
  • Supported new hires by participating in early Zoom calls and demonstrating effective communication techniques.
  • Created internal workflows for efficient record-keeping of client issues, enhancing visibility across teams.

Customer Support Specialist

Rippling
Bangalore
08.2023 - 03.2025
  • Resolved over 2,000 customer support cases via email, chat, and case channels while maintaining 99% SLA adherence in a fast-paced environment.
  • Identified critical tax filing issues, coordinating with cross-functional teams to resolve within 24 hours, benefiting over 30 clients.
  • Proactively logged and monitored Jira tickets for system bugs, contributing to effective risk mitigation.
  • Achieved 100% SLA compliance while managing 98 support cases in a single week.
  • Transitioned to EMEA support shift, independently managing coverage and enhancing client satisfaction.

HR Business Partner (HRBP) Analyst

Capgemini
Bangalore
06.2022 - 07.2023
  • Responded to inquiries via team calls, in-person meetings, and emails.
  • Facilitated HR clearance for exiting employees, ensuring all dues for notice shortfall days were updated.
  • Communicated pending dues to exiting employees through email correspondence.
  • Provided final clearance documentation to support smooth exit processes for employees.
  • Triggered experience and relieving letters for departing employees.
  • Guided supervisors on providing necessary clearance during employee notice periods.

Education

Bachelor's of Commerce - Commerce

Christ University
Bangalore
06-2022

Skills

  • SLA & Escalation Management
  • Process Documentation
  • Root Cause Analysis
  • Incident Management
  • Error Resolution in Tax Calculations
  • Collaboration & Reporting
  • Cross-functional Collaboration
  • Knowledge Sharing
  • Peer Coaching
  • Escalation
  • Jira
  • Slack
  • Zoom

Awards

MVP of the Month, Recognized for outstanding performance in customer support, resolving 256 cases in a single month while maintaining 99% SLA adherence, and receiving consistently high Quality Analysis scores. Selected for exceptional ownership, quality of service, and peer collaboration.

Core Skills

  • SLA & Escalation Management,
  • Process Documentation (SOPs, Workflows),
  • Root Cause Analysis & Incident Management,
  • Continuous Process Improvement
  • Error Resolution in Tax Calculations,
  • Cross-functional Collaboration (Ops, Tax, Product, Engineering),
  • Knowledge Sharing & Peer Coaching,
  • Jira (Bug Tracking),
  • Slack (Team Coordination, Incident Tracking),
  • Zoom (Live Client & Team Sessions)

Accomplishments

  • MVP of the month - Recognized for outstanding performance in customer support, resolving 180 cases in a single month while maintaining 99% SLA adherence, and receiving consistently high-quality analysis scores. Selected for exceptional ownership, quality of service, and peer collaboration.

Timeline

Senior Customer Support Specialist

Rippling
04.2025 - Current

Customer Support Specialist

Rippling
08.2023 - 03.2025

HR Business Partner (HRBP) Analyst

Capgemini
06.2022 - 07.2023

Bachelor's of Commerce - Commerce

Christ University

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Ananya Rupa Tripathy