Summary
Overview
Work History
Education
Skills
Certification
Hobbies
Languages
Timeline
Generic
Aparna Jogwe

Aparna Jogwe

Nagpur

Summary

A diverse and skilled professional with around 5 years of experience in Client Success and Service, client handling, Content TnS, Ads Content operations and training. Skilled with the capability to analyze and interpret unique problems, with a combination of training, experience, and logical thinking to find the right solutions. Proficient in grasping new technical concepts and utilizing them in an effective manner, and always readily available to learn.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Customer Support Specialist

HighLevel
Remote
04.2025 - Current
  • Delivered first-line SaaS support via live chat, email, and Zoom video (camera on) for agencies and SMB users of HighLevel, resolving approximately 85% to 90% of cases independently by applying standard troubleshooting flows for L1 support, and escalated unresolved issues with clear replication details to dedicated support teams.
  • Expertly diagnosed configuration and usage issues related to HighLevel product components—automation workflows, funnel setup, domain configuration, marketing automation (SMS and email), API/webhook logic, and billing errors—by gathering comprehensive data (e.g., click paths, logs, screenshots, and conversation transcripts) and following structured troubleshooting protocols.
  • Upheld strict service standards, communicated clear expectations to users, delivered timely follow-up, and collaborated seamlessly with cross-functional teams. Advocated for customer needs internally, and maintained high customer satisfaction with effective and empathetic engagement.
  • Enhanced team performance and user self-service: authored and refined knowledge base articles, directed customers to existing self-help materials to reduce repeat inquiries, and escalated patterns of bugs, UI/UX gaps, or missing FAQ content to product teams.

Client Success Analyst

Rayden Interactive
Remote
10.2022 - 03.2024
  • Developed and implemented strategies with clients to promote client satisfaction, and keep all parties abreast of changing environments.
  • Streamlined the MBR/WBR process for leadership discussions to ensure the client's business needs.
  • Worked as the SPOC for over 15 global clients.
  • Optimized the client's problems and business needs while providing resolution for any concerns within the defined SLA, ensuring client satisfaction.
  • Performed root cause analysis to identify and implement strategies for the required development of the business for the client's benefits.
  • Managed metrics and developed actionable insights to improve efficiency and performance to optimize customer experience.
  • Monitored the internal coding structure and general financial accounting operation to ensure alignment with the operations process and guidelines.
  • Contributed towards revenue targets by identifying clients that have the opportunity for add-on/upselling products($85K USD), developed engaging demos/proof of concept for the clients.
  • Coordinated with the internal teams and the new joinees for the skill development and training programs. Reduced training time by 25%.

Process Developer

Genpact
Hyderabad
08.2019 - 10.2022
  • Research & identified exceptions and use cases for TnS (trust and safety). Handled over 300+ cases daily.
  • Optimised user experience of payments team while communicating the findings to the leadership team, resolving 10+ critical issues.
  • Responsible for 3+ products of gCare Content Operations to curate the Ads and extensions for end clients ensuring high level of data quality.
  • Performed quality checks and presented insights for cross-fuctional teams, enhancing work relationships and obtain ideal quality of work.
  • Spearheaded the Curated Formats product portfolio, training program which abetted the growth apace for handling greater responsibilites.
  • Mentored 3 batches of 20+ employees to maximise team performance while reducing training time by 40%.

Education

BE - Mechanical Engineering

Dr. Babasaheb Ambedkar College of Engineering & Research
Nagpur
06-2019

Skills

  • Account Management
  • Business Development
  • Change Management
  • Client Success
  • SaaS support
  • Client relationship management
  • CRM tools proficiency
  • Partner Coaching and Mentoring
  • Communication skill
  • Financial Analysis and Reporting
  • Lean Six Sigma
  • MS Office
  • Problem Solving
  • Project support
  • Strategic Account Development
  • Team Leadership

Certification

Salesforce - SFDC

Hobbies

Music (ukulele, kalimba, keys), Dancing (Bharatnatyam), Fashion show director and dance choreographer

Languages

  • English
  • Hindi
  • Marathi
  • German

Timeline

Customer Support Specialist

HighLevel
04.2025 - Current

Client Success Analyst

Rayden Interactive
10.2022 - 03.2024

Process Developer

Genpact
08.2019 - 10.2022

BE - Mechanical Engineering

Dr. Babasaheb Ambedkar College of Engineering & Research

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Aparna Jogwe