CHANDU PRASAD T S
Bengaluru
Summary
Experienced and results-oriented professional dedicated to optimizing processes and enhancing team efficiency in CX. A decisive leader with strong analytical skills and adaptability in problem-solving. Passionate about improving customer experiences and driving business metrics through collaborative stakeholder engagement. Specialized in streamlining support ticket processes, resolving pain points, and implementing strategic solutions. Proficient in developing SOPs and workflows to minimize workload and prioritize superior experiences.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Assistant Manager (Product Support)
smallcase Technologies Pvt Ltd
Bengaluru
01.2023 - Current
- Curating customer feedback and feature requests and sharing with the research team
- Improvising & introducing help section articles
- Continuously automating conversations on email & chat support, and training team to focus on quality
- Have deep working knowledge of CRM tools like Helpscout, Intercom, Freshworks, Hippo, Zendesk, Mixpanel etc
- Curious in getting to the root of the problem and providing a comprehensive and best solution
- I'm enthusiastic about assuming ownership
- When presented with a challenge, I actively utilize principled reasoning to make decisions and resolve it
- Engaged with Project Managers (PMs) and Assistant Project Managers (APMs) to address client concerns.
Senior Product Support Specialist
smallcase Technologies Pvt Ltd
Bengaluru
01.2021 - 10.2023
- Provided client support throughout their investment journey
- Directed and guided junior associates in handling complex tasks
- Analyzed data and generated reports for senior management
- Monitored performance metrics to evaluate operational efficiency
- Researched issues and made timely decisions to achieve efficient resolutions.
Operations Associate
Dunzo
Bengaluru
04.2019 - 01.2021
- Efficiently resolved client tickets within tight timeframes
- Produced reports to ensure team goals aligned with company vision
- Recognized as Best Employee of the Month for three consecutive months (June - August 2019).
Vice Captain
Team Arcis
Bengaluru
08.2016 - 07.2018
- Managed the team along with the captain in building RC model aircrafts for the competitions in US.
- Involved in research, analysis and construction.
- Head of Technical report making which is the 1st step of the competition.
- Won 7th place overall amount universities participation from all over the world.
Education
B.E - Aeronautical Engineering
Visvesvaraya Technological University
07.2018
Skills
- Leadership
- Microsoft Excel
- Reporting & Analysis
- SQL
- Technical Support
- Interpersonal Skills
- User Experience (UX)
- Problem Solving
Accomplishments
- Best employee for many consecutive months.
- Created multiple workflows on CRMs and reduced workload on team.
Certification
- "SQL Essential Training (2019)” by Bill Weinman
- Data Engineering Foundations - LinkedIn
Affiliations
- Playing cricket
- Gym
Languages
English
First Language
Hindi
Advanced (C1)
C1
Kannada
Proficient (C2)
C2
Telugu
Proficient (C2)
C2
Timeline
Assistant Manager (Product Support)
smallcase Technologies Pvt Ltd
01.2023 - Current
Senior Product Support Specialist
smallcase Technologies Pvt Ltd
01.2021 - 10.2023
Operations Associate
Dunzo
04.2019 - 01.2021
Vice Captain
Team Arcis
08.2016 - 07.2018
B.E - Aeronautical Engineering
Visvesvaraya Technological University
- "SQL Essential Training (2019)” by Bill Weinman
- Data Engineering Foundations - LinkedIn
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