Arpitha Shetty P
Bengaluru
Summary
Customer-focused Customer Success / Support Specialist with 6+ years of experience in IT product support and customer success operations. Skilled in customer engagement, ticket and escalation management, SLA adherence, onboarding, and cross-functional coordination. Proven ability to improve customer satisfaction, support product adoption, and resolve issues efficiently within defined TATs.
Overview
10
10
years of professional experience
Work History
Assistant Customer Success / Support Specialist
Cirrius Technologies Pvt Ltd
Bengaluru
04.2021 - Current
- Primary point of contact for enterprise customers, managing support requests, issues, and escalations.
- Handled customer tickets and ensured resolution within defined SLAs using Zoho ticketing system.
- Coordinated with Development, QA, and Support teams to troubleshoot application issues.
- Supported UAT activities, feature rollouts, and post-release validations.
- Gathered customer feedback, documented requirements, and tracked enhancement requests.
- Conducted regular follow-ups to improve customer satisfaction and retention.
Product Executive
Cirrius Technologies Pvt Ltd
Bengaluru
04.2021 - Current
- Supported customer onboarding, product training, and adoption.
- Resolved user queries and application issues within SLA timelines.
- Assisted with documentation, release coordination, and internal follow-ups.
Product Executive
CSquare Info Solutions Ltd
05.2016 - 09.2018
- Delivered product support and end-user training across multiple implementations.
- Assisted in product implementation, configuration, and post-deployment support.
- Coordinated with technical teams to resolve issues and track enhancement requests.
Education
Diploma - Electronics & Communication Engineering
SJP Polytechnic
01.2016
Skills
- Customer Lifecycle Management (Onboarding, Adoption, Retention)
- Customer Engagement & Relationship Management
- Escalation Handling & Issue Resolution
- Customer Satisfaction (CSAT) & Service Quality Improvement
- Proactive Follow-ups & Account Health Monitoring
- UAT coordination
- Project management
- Release management
Languages
- English
- Hindi
- Kannada
Tools And Skills
- Zoho (Ticket Management & Escalations)
- MS Excel (Basic)
- Requirement & Enhancement Documentation
Timeline
Assistant Customer Success / Support Specialist
Cirrius Technologies Pvt Ltd
04.2021 - Current
Product Executive
Cirrius Technologies Pvt Ltd
04.2021 - Current
Product Executive
CSquare Info Solutions Ltd
05.2016 - 09.2018
Diploma - Electronics & Communication Engineering
SJP Polytechnic