Cooking
Desired Job Title
Senior Analyst-Customer SuccessTechnical SpecialistWork Type
Full TimePart TimeLocation Preference
On-SiteRemoteHybridLocation: Bengaluru, INNoida, UPGurgaon, HRPune, MHHyderabad, TG
Open to relocation: Yes
Anushka Priya
Senior Analyst-Customer Success
Bengaluru
Work Preference
Summary
Dynamic and results-oriented Customer Success professional with 4 years of frontline experience in providing exceptional product support and assistance to a diverse global customer base. Proven ability to understand customer needs, troubleshoot and deliver tailored solutions that enhance customer satisfaction. My goal is simple: to bridge the gap between technical complexity and customer satisfaction with clear, empathetic communication.
Overview
2
2
Languages
5
5
years of professional experience
Work History
Senior Analyst-Customer Success
Cognizant Technology Solutions India
09.2023 - Current
- Managed LinkedIn member queries via live chat, email, and calls, adhering to LinkedIn's privacy policy and user agreement.
- Provided onboarding and mentorship to new members, identifying and resolving potential onboarding obstacles while offering timely support and effective solutions.
- Utilized Oracle Service Cloud (OSC) for CRM case handling, reporting,and detailed interaction tracking.
- Performed end to end Root-Cause Analysis on customer escalations to identify recurring issues and implement preventive solutions, improving overall service quality
- Identified workflow gaps and implemented process improvements, resulting in a 15% reduction in turnaround time, and increased operational efficiency.
- Core Due diligence of Risk Management & fraud investigations and KYC verification processes to onboard customers securely.
- Collaborated with Sales, Product, Marketing, and Billing teams to resolve complex, high-priority customer issues
Technical Specialist
BYJU'S -The Learning App
09.2021 - 09.2023
- Addressing and resolving customer queries, concerns and operational issues predominantly through voice Interaction and ensuring resolutions within the specified KPIs and metrics.
- Handling customer tickets—L2/L3 escalations (Tech and Non-Tech) and assisting them with product support via calls, social media, chats, and emails, and providing the solution within the given TAT.
- Utilized various platforms such as Freshdesk, Salesforce, and Zendesk Jira Management system Ameyo and UXOS to manage customer interactions.
- Monitoring day to day post sales operations which include Key account management, onboarding new clients and navigating them solely through the product features.
- Escalated product churn to relevant departments to support maintenance of product retention percentage.
- Worked parallelly with , sales and operations team to receive, manage and close support requests
Education
Bachelor of Technology - Biomedical Engineering
Mody University
Jaipur, India 04.2001 -
Senior Secondary High School -
Loyola High School
Patna, India 04.2001 -
High School -
St. Joseph's Convent High School
Patna, India 04.2001 -
Skills
Account and Escalation Management
Product onboarding
Post sales
Customer Satisfaction
Stakeholder Management
Process Optimization
Process Automation
Technical Troubleshooting & Support
Risk assessment
CRM administration
Client management
Accomplishments
Consistently achieved 98% SLA adherence, resolving 50+ cases daily, while maintaining a CSAT score of 4.5
Best Ideation Award (August 2025): Recognized for contributions to automation and process improvement.
Top 5 CSAT Performer (January-March Quarter 2026) - Ranked in the Top 5 among 150 employees with a CSAT score of 4.5.
Interests
Travel
Dancing
Stock Market
Timeline
Senior Analyst-Customer Success
Cognizant Technology Solutions India
09.2023 - Current
Technical Specialist
BYJU'S -The Learning App
09.2021 - 09.2023
Bachelor of Technology - Biomedical Engineering
Mody University
04.2001 -
Senior Secondary High School -
Loyola High School
04.2001 -
High School -
St. Joseph's Convent High School
04.2001 -