ANKIT PRASAD
Raipur
Summary
Dynamic Product Support Executive with a proven track record. Excelling in SAAS platforms and Salesforce. Demonstrated expertise in client relations and technical support, POS Integration , enhancing customer success and account management. Awarded Top Performer for exceptional problem-solving and communication skills.
Overview
7
7
years of professional experience
Work History
Product Support Executive
Grubbrr India Pvt Ltd.
Ahmedabad
12.2023 - Current
- Proficiency in SaaS Platforms: Demonstrated expertise in Software as a Service (SaaS) solutions, providing comprehensive support and guidance to clients on various platform functionalities.
Salesforce Experience: Over two years of hands-on experience utilizing Salesforce for customer relationship management, including case management, ticket tracking, and reporting to enhance customer satisfaction.
Knowledge of Zendesk: Proficient in using Zendesk for managing customer support tickets, enabling efficient communication and resolution tracking, leading to improved response times and customer engagement.
Familiarity with Agile Methodologies: Familiar with Agile development practices and tools such as Jira, facilitating collaboration within cross-functional teams to enhance product development and customer feedback integration.
Excellent Communication Skills: Strong written and verbal communication skills in English, adept at conveying technical information clearly and effectively to clients across various channels, including calls, chat, and email.
Client Interaction Proficiency: Skilled in handling customer inquiries and support requests through multiple communication platforms, ensuring a seamless and responsive customer experience.
Product Feature Assistance: Provided detailed explanations of product features and user guidance, empowering customers to maximize their usage and benefit from the software solutions offered.
SaaS L1 Support and Technical Support: Experienced in delivering Level 1 support for SaaS applications, addressing technical issues, troubleshooting, and providing solutions to enhance client satisfaction.
Technical Knowledge: Solid understanding of web technologies, including JSON, XML, and HTML, enabling effective troubleshooting and communication regarding API logs and integrations.
Integration Knowledge of POS Systems: Familiar with Point of Sale (POS) system integrations, facilitating smooth connectivity and functionality for clients using SaaS solutions.
CLIENT SUCCESS
ENTIGRITY STAFFING SOLUTIONS
12.2022 - 11.2023
- First Point of contact for clients of all my accounts
- Helping Clients with all their daily task, software needs, queries and issues
- Arrange necessary resources to help resolve the client issues
- Upsell and cross-sell parallel products, according to the client's requirement
- Dealing with client expectation
- Managing client escalations
- Maintaining a Relationship Matrix of a client for better understanding their sentiments towards the product and our company
- Upselling & crossselling
- Client Relations
- Customer Success
- Account Management
- Problem Solving
- Business Analysis
CUSTOMER SERVICE AGENT
QATAR AIRWAYS
03.2021 - 12.2022
- Experience of working in Amadeus & Avaya software
- Global Customer Support
- Ticket Creation and Management
- Refund Processing
- Ticket Amendments
- Escalation Handling
- Conflict Resolution
- Time Management
- CRM Software Proficiency
Technical Support Executive
Vodafone India Pvt Ltd
Ahhmedabad
06.2019 - 03.2021
- As a Technical Support Executive we resolve complex tech issues, by troubleshooting
- Critical thinking who addresses customer Issue quickly and by that consistently exceeds performance standards
- Managed to provide IT level support to customers
- Fast resolution of complex technical problems, ensuring customer satisfaction
- Working on taking remote access if required for the customer
- Resolved customer complaints and concerns with strong verbal and negotiation skills
- Handling on ground escalation and give prompt and satisfactory response to the customers
- Tools Used: LogMeIn, Sibel, Citrix, Medallia,
CUSTOMER REPRESENTATIVE ASSOCIATE
Ttec India Pvt Ltd
Ahmedabad
06.2017 - 06.2019
- Have an experience of over 2 years of handling customers and clients by telephone & E-mail services
- Familiar with major customer services software, conflict resolution, and possess a positive attitude
- Awarded Top performer of the month several times
- Worked as SME for the new joiners and solved all their process related queries
- Tools Used: HT-Tool, Navision, CRM, Outlook
Education
Mechanical Engineering -
GD Rungta College of Engineering & Technology
01.2016
HSC -
MGM Higher Secondary School
Chhattisgarh01.2012
Skills
- Proficiency in SAAS platforms
- Salesforce
- Zendesk
- Jira
- L1 Technical support
- Upselling & Cross-selling
- Good Communication skills
- Customer Success & Client Relations
- Account Management
- Problem Solving
- Business Analysis
- Understanding of JSON, XML, HTML, API logs
- Knowledge of Amadeus & Avaya software
- Knowledge of remote access tool like Esper, Magic Info , ELO view, Team Viewer, Log me In
Accomplishments
- Awarded as best performer of the month and worked as SME profile
- Complimented by supervisor and co-workers
- Played and won chess competition at college level
Languages
- HINDI
- ENGLISH
Personal Information
- Date of Birth: 01/02/95
- Gender: Male
- Marital Status: Unmarried
Affiliations
- Serving a SME ( Subject Matter Expert ) role.
Disclaimer
I hereby declare that the information furnished above is true to the best of my knowledge.
Timeline
Product Support Executive
Grubbrr India Pvt Ltd.
12.2023 - Current
CLIENT SUCCESS
ENTIGRITY STAFFING SOLUTIONS
12.2022 - 11.2023
CUSTOMER SERVICE AGENT
QATAR AIRWAYS
03.2021 - 12.2022
Technical Support Executive
Vodafone India Pvt Ltd
06.2019 - 03.2021
CUSTOMER REPRESENTATIVE ASSOCIATE
Ttec India Pvt Ltd
06.2017 - 06.2019
Mechanical Engineering -
GD Rungta College of Engineering & Technology
HSC -
MGM Higher Secondary School
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