Anusha Udoshi
Subject Matter Expert
Bengaluru
Summary
Dynamic professional with over 6 years of expertise in client issue management, dedicated to delivering impactful solutions that enhance customer satisfaction. Committed to continuous professional development and skill acquisition, driving organizational growth and operational efficiency. Demonstrated adaptability and a rapid learning curve facilitate the effective application of new knowledge to optimize processes and outcomes. Eager to leverage this expertise in a strategic role that contributes meaningfully to business success.
Overview
10
10
years of professional experience
3
3
Languages
Work History
Subject Matter Expert
Instamojo Research and Development Pvt Ltd
2022.03 - 2026.05
- Handled two projects simultaneously.
- 1) Mojoflow Onboarding
- Onboarding clients on different payment partner portals, such as Cashfree, CCAvenue, PhonePe, etc.
- Helping them with KYC, and obtaining account approval for payment gateway activation.
- Submitting the API keys internally for each user, and integrating them into their Instamojo account with the assistance of the in-house technical team.
- Ensure that all payment methods for both domestic and global payments are enabled on the Django admin panel.
- Largely worked with high-net-worth clients, and established long-term professional relationships to assure client delight and loyalty.
- 2) Premium Online Store:
- Responsible for creating an online store/website for DIFM, premium subscribers, utilizing predefined templates.
- It includes listing products in the appropriate categories, uploading banners, images, linking the custom domain by updating DNS records, verifying the website on Google Search Console, adding HTML scripts to link third-party features, adding social media feeds, Google reviews, and testimonials to the store, updating SEO details, and adding customized sections to create an appealing online store.
- Assisting DIY plan consumers with their questions, and offering dashboard training via an E-meet to explain premium features, the KYC procedure, and the steps to set up the store.
- Creating JIRAs to highlight bugs for the product and engineering team.
- Exporting the sales report on a daily basis from Mixpanel and updating the internal sheet. Assigning the new clients and Zendesk tickets to everyone on the team.
- Addressing queries raised by the team over Slack.
Sr. Customer Delight Executive
Instamojo Technologies Private Limited
Bangalore
2019.03 - 2019.09
- Assisting clients with queries via email, and marking appropriate causes for customer contact on Zendesk.
- Maintaining the customer satisfaction rate (C-SAT), and other indicators such as FRT, RR, and quality responses.
Sr. Customer Support Executive
Nest away Technologies Pvt Ltd
Bangalore
2018.04 - 2018.10
- Resolving property owners' complaints by finding the origin of the problem, and delivering the best solution.
- Documenting all the specifics of the communication between the organization and the client in Salesforce.
- I was a part of the escalation team and contributed to lowering 50% of the old tickets.
- I was picked to manage the clients' in-person visits to the office.
Seller Support Associate
Amazon Research and Development Centre
Bangalore
2016.06 - 2017.09
- I was part of the FBA (Fulfilled by Amazon) team to resolve U.S.-based sellers' problems via email.
- As the principal point of contact between Amazon and sellers, I am responsible for ensuring successful first-time resolutions for all seller contacts.
- Liaise with other departments, such as Customer Service, Catalogue Team, and Payments Department, to resolve sellers' obstacles and questions.
- Maintaining the Positive Response Rate (PRR) entails conducting feedback calls to maintain individual and team metrics.
Education
BBA - Finance
College of Business Administartion, Lingaraj College
Belgaum, India 2001.04 -
Skills
- Excellent Verbal and Written Communication Skills
- Handling Escalations
- Client Onboarding
- Key Accounts Manager
- Product Demonstration
- Attention to detail
- Conflict resolution
- Problem-solving abilities
- Adaptability and flexibility
- Strategic thinking
TOOLS
- Have experience in working with the following tools:
- Zendesk
- Salesforce
- Django Admin Panel
- Atlassian Jira
- Metabase
- Mixpanel
- OpenSRS
- Google Search Console
Timeline
Subject Matter Expert
Instamojo Research and Development Pvt Ltd
2022.03 - 2026.05
Sr. Customer Delight Executive
Instamojo Technologies Private Limited
2019.03 - 2019.09
Sr. Customer Support Executive
Nest away Technologies Pvt Ltd
2018.04 - 2018.10
Seller Support Associate
Amazon Research and Development Centre
2016.06 - 2017.09
BBA - Finance
College of Business Administartion, Lingaraj College
2001.04 -