Ankita Dilip Dongre
Bangalore
Summary
Results-oriented professional with expertise in customer support, payroll management, and B2B SaaS environments. Specializes in written communication, UX/UI optimization, and strategy development to meet customer needs and market demands. Experienced in social media management and driving innovation through metrics and KPIs. Collaborates effectively across functions to deliver impactful solutions aligned with organizational goals.
Overview
6
6
years of professional experience
Work History
Customer Support Representative 2
HighLevel
01.2025 - Current
- Recently promoted to CSR 2 based on technical expertise, performance, and contributions to team initiatives.
- Provide technical support via Live Chat, Zoom, tickets, and calls.
- Specialize in A2P 10DLC compliance, campaign registration, SMS troubleshooting, and carrier-related issues.
- Mentored CSRs on A2P compliance, product knowledge, and chat quality to enhance customer interactions and support quality.
- Troubleshoot CRM, workflows, automations, funnels, forms, calendars, websites, and integrations.
- Created SOPs, training resources, and knowledge-sharing sessions to streamline onboarding and improve team efficiency.
- Current Projects: A2P Compliance Initiative, Release Radar/Changelog Training (within the team), CSR coaching & performance improvement, A2P frontline process/documentation improvements, WordPress project.
- Collaborated with Product, Engineering, and Support teams to identify recurring issues, driving improvements in customer experience.
- Monitor and improve CSAT, STF, escalation rate, and overall support quality.
Payroll Specialist || Payroll Core-Processing (Hybrid)
Rippling
Bangalore
09.2023 - 10.2024
- Demonstrated expertise in US payroll, compliance, and tax calculations. Process includes Chat, Zoom/Google meetings, and written communication skills via cases.
- Improved customer satisfaction by 65% by resolving 200+ issues monthly in a fast-paced environment.
- Optimized customer use of CRM system—Rippling through diverse communication channels.
- Provided expertise and resources regarding products to colleagues and customers.
- Enhanced customer experience by collaborating with product, design, engineering, and marketing teams.
- Led client meetings to provide guidance and gather support feedback.
- Technology company providing HR, Payroll, and IT solutions (B2B SaaS).
Senior Mentor - Student Success Specialist (Remote)
BYJU'S
Bangalore
12.2021 - 09.2023
- Guided students and parents through academic journeys, utilizing software tools and key metrics to track and enhance academic performance.
- Mentored students throughout their BYJU'S journey, fostering engagement with the product and content to support their learning objectives.
- Delivered insights based on research and progress reports, collaborating across teams to align goals with student needs. Engaged in continuous improvement by analyzing dashboards and strategizing based on observed KPIs.
- Collaborated on AI-automated conversation projects, developing and optimizing call scripts, including creating customized scripts in Marathi, to improve engagement and efficiency.
- Shadowed and trained 100+ new hires, providing comprehensive guidance on process workflows to ensure seamless integration and operational efficiency within the team.
- Collaborated with the finance department on projects including DSAT analysis and Root Cause Analysis (RCA) to identify and address critical operational issues.
- Contributed to the development of an educational technology startup by assisting in various operational tasks.
Customer Success Associate (Remote)
Unschool
Hyderabad
03.2021 - 11.2021
- Minimized customer churn and maximized retention through targeted engagement strategies.
- Improved onboarding processes, leading to a 15% increase in customer retention and achieving project management goals.
- Collaborated across departments to troubleshoot customer concerns, ensuring seamless program management.
- Collaborated with product operations, product experience, and coaches to enhance customer success outcomes.
- Provided well-documented insights to coaches and teams to optimize strategies based on customer feedback and metrics.
- Analyzed customer success data to identify areas for improvement.
- Strengthened communication infrastructure, improving information flow for customers and coaches.
- Developed educational technology solutions
Education
Certification - Advanced Digital Marketing
Intellipaat
Bangalore, India01-2024
Bachelor of Technology - Food Technology
Sau. Vasudhatai Deshmukh College of Food Technology
Amravati, Maharashtra, India05-2020
Certification - US Payroll Management
Rippling
Bangalore, IndiaSkills
- A2P compliance
- Campaign registration
- Customer relationship management
- Technical troubleshooting
- Software Support
- Google Analytics & Account Management
- Metrics & KPI Analysis
- End-to-End Process Management
- Project & Program Management
- Customer success management
- Customer service
- Issue resolution
- Complaint handling
- Data-Driven Insights
- Analytical problem solving
- Documentation & Communication
- Compliance Knowledge
- HubSpot
- Microsoft Excel
- Billing Support
- CRM support
- Remote work proficiency
- Efficient Problem Solver: Talented at resolving challenges swiftly and accurately
- Customer Relationship Builder: Adept at building strong, supportive client relationships quickly
- Effective communication
- Customer success management
Languages
English: Native, Marathi: Native, Hindi: Proficient.
Projects
- Channel Boost: Optimizing YouTube Presence for Sky Asia, 2023 | Bangalore, India, Optimized YouTube channel with a strategic name, engaging bio, collaboration email, and enhanced video content (thumbnails, titles, descriptions, tags) to boost visibility and engagement.
- LinkLeap (Essence Cosmetics), 2023 | Bangalore, India, Improved off-page SEO through competitor analysis, high-quality backlink acquisition, and targeted outreach, boosting website traffic by 30% and enhancing search engine rankings.
- Holi Fiesta (JAT), 2023 | Bangalore, India, Executed digital marketing campaigns (social media, SEO, email) and collaborated with influencers, increasing event attendance by 25% and enhancing overall brand visibility.
- Market Momentum, 2023 | Bangalore, India, Designed and implemented data-driven marketing strategies, achieving a 20% increase in customer acquisition and significantly improving brand recognition through optimized campaigns.
Accomplishments
- Customer Support Efficiency: Resolved 95% of customer issues in first contact.
- Student Mentorship Success: Achieved 98% student engagement at BYJU'S.
- Customer Retention Improvement: Minimized customer churn by 45% at Unschool.
- Client Meeting Frequency: Conducted client meetings monthly at Rippling and effectively managed escalations by 55%.
Timeline
Customer Support Representative 2
HighLevel
01.2025 - Current
Payroll Specialist || Payroll Core-Processing (Hybrid)
Rippling
09.2023 - 10.2024
Senior Mentor - Student Success Specialist (Remote)
BYJU'S
12.2021 - 09.2023
Customer Success Associate (Remote)
Unschool
03.2021 - 11.2021
Certification - Advanced Digital Marketing
Intellipaat
Bachelor of Technology - Food Technology
Sau. Vasudhatai Deshmukh College of Food Technology
Certification - US Payroll Management
Rippling