Summary
Overview
Work History
Education
Skills
Tools And Tech
Contributions And Achievements
Outside Work
Languages
Timeline
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Ashutosh Gupta

Noida

Summary

Customer Experience Specialist with extensive experience at Brevo, recognized for delivering exceptional technical support and achieving high CSAT scores. Proficient in DNS and APIs, facilitating cross-functional collaboration to address challenges effectively. Committed to enhancing customer satisfaction and loyalty through proactive engagement and strategic problem-solving.

Overview

10
10
years of professional experience

Work History

Customer Experience Specialist

Brevo
Noida
09.2019 - Current
  • Helped global businesses and marketers with product guidance and deep technical issues—supporting over 500,000 customers across 180+ countries.
  • Handled 25+ support tickets per day with a consistent CSAT > 92%, juggling email, chat, and phone channels with ease.
  • Led weekend support alone for 3.5 years, managing complex queues like SMS, BO, and ANs with minimal escalation.
  • Worked on Compliance (Specialty B) tickets and Deliverability Jira escalations.
  • Created and maintained Mayday articles and macros, even for non-core areas like billing and automation.
  • Contributed to the CX Central project and participated in the Mayday AI feedback initiative.
  • Turned 1-star reviews into promoters with thoughtful follow-ups.
  • Volunteered during holiday spikes and supported internal communication and L&D initiatives.
  • Recognized frequently by CX managers and experts for reliability and initiative.

Game & Tech Advisor

EA Sports
Noida
03.2017 - 12.2018
  • Company Overview: Granada Services Pvt. Ltd.
  • Delivered technical and account support for EA gamers worldwide.
  • Balanced empathy and speed in real-time chat support.
  • Mentored new advisors and mastered internal tools like OMEGA.
  • Developed instincts for resolving player frustration with grace.
  • Granada Services Pvt. Ltd.
  • Installed and configured software updates on gaming consoles and PCs.

Customer Support Executive

iEnergizer IT Services Pvt. Ltd.
Noida
01.2016 - 12.2016
  • Supported Kent appliance customers with billing and service queries.
  • Maintained SLAs and positive experiences across phone, email, and chat.
  • Reduced repeat issues through thorough backend coordination and CRM logging.
  • Resolved customer inquiries by utilizing product knowledge and troubleshooting techniques.
  • Coordinated with technical teams to escalate complex issues for resolution.
  • Supported sales team members to drive growth and development.

Education

B.Tech - Engineering

SRM University
Delhi NCR

Senior Secondary -

Vindhyavasini Public School
Mirzapur

Skills

  • Customer-first mindset
  • Tech-savvy in DNS, APIs,Email deliverability,GDPR support
  • Strong writing
  • Comfortable using Zendesk,Metabase,Grafana
  • Support leadership
  • Cross-functional collaboration
  • Ownership of weekend shifts
  • Consistent high CSAT
  • Resolution rates

Tools And Tech

Zendesk, Salesforce, Diabolocom, HPSM, Metabase, Grafana, Tableau, Notion, Confluence, Mayday, Google Workspace, DNS, SPF/DKIM, APIs, Email Deliverability Tools, GDPR workflows, Slack, Zoom, Avaya

Contributions And Achievements

  • Solo Weekend Warrior: Ran weekend operations alone across complex queues for 3.5 years
  • AI + Human: Provided key feedback for Mayday AI to improve automation accuracy
  • Documentation Pro: Created ENT-level macros and articles adopted across the team
  • Queue Crusher: Cleared Black Friday ticket spikes in Americas queues when others opted out
  • Mentorship & L&D: Trained new hires and supported shadowing/onboarding
  • Customer Hero: Turned multiple 1-star reviews into glowing follow-ups
  • Compliance Contributor: Core contributor to GDPR, billing, compromised and deliverability case handling

Outside Work

  • Music listening
  • Travel & trekking lover
  • Home chef
  • Mindfulness & self-improvement nerd

Languages

  • English, Fluent
  • Hindi, Native
  • French, Beginner

Timeline

Customer Experience Specialist

Brevo
09.2019 - Current

Game & Tech Advisor

EA Sports
03.2017 - 12.2018

Customer Support Executive

iEnergizer IT Services Pvt. Ltd.
01.2016 - 12.2016

B.Tech - Engineering

SRM University

Senior Secondary -

Vindhyavasini Public School

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Ashutosh Gupta