Deepak Prasad
Senior Support Specialist
Bangalore
Summary
Customer-focused support specialist with 4+ years of experience in high-volume support, issue resolution, and customer advocacy. Known for strong ownership, attention to detail, and cross-functional collaboration. Promoted to Senior Support Specialist (L4) within 9 months at Rippling, delivering consistent top-tier results across CSAT, QA, and process improvement initiatives. Adept at driving enablement, contributing to AI feedback loops, and mentoring new hires to success.
Overview
5
5
years of professional experience
18
18
years of post-secondary education
Work History
Senior Support Specialist (L4)
Rippling
02.2025 - Current
- Resolved 1,300+ cases and 290+ reverse swarm tickets with high accuracy and customer empathy
- Maintained 96% CSAT and 100% QA consistently for the last 6 months
- Zero agent errors since day one
- Launched 3 AOPs within a week, driving process scale across support
- Authored and updated several Help Center Articles and product documents
- DRI for #ask-im-flex-benefits-questions Slack channel, supporting implementation teams
- Reviewed over 600 Decagon AI conversations, flagged documentation gaps and improved bot accuracy
- Led Confluence documentation clean-up across Flex, 401(k), Workers' Comp, 3P Benefits Admin
- Mentored new hires through onboarding, buddying, and live support
- Supported high-priority incident cases, aligning with cross-functional stakeholders
- 7× MVP Awards, Rockstar Award
- Recognized for performance, accuracy, consistency, and leadership behavior
Customer Support Specialist
Rippling
05.2024 - 01.2025
- Ranked #2 highest case solver on Flex team during last review cycle
- Maintained excellent CSAT, QA, and adherence throughout
- Volunteered to support PIT Team during peak volume periods
- Shared product feedback and contributed to internal documentation improvements
- Laid foundation for promotion to L4 by demonstrating initiative and peer enablement
Assistant Manager - Customer Advocacy (Corporate Strategy & Business Excellence)
BYJU'S - Think and Learn Pvt. Ltd.
01.2024 - 05.2024
- Handled escalations from Social Media, Legal, NCH, and Founders' Desk
- Ensured prompt customer resolution while protecting brand reputation
- Supervised day-to-day operations to meet performance, quality and service expectations.
Student Success Specialist - Issue Resolution
BYJU'S - Think and Learn Pvt. Ltd.
02.2022 - 01.2024
- Managed 60-70 daily inbound tickets in high-pressure environments
- Conducted RCA and NPS/DSAT analysis to guide operational improvement
- Collaborated across teams to resolve walk-in and executive-level escalations
- Facilitated communication between students, parents, teachers, and administrators regarding academic progress and concerns.
Business Development Associate
Lido Learning - Quality Tutorials Pvt. Ltd.
10.2020 - 02.2022
- Converted cold leads via demo sessions and weekend parent engagement
- Achieved consistent B2C conversion targets
Education
B.A. - English Honours
Banaras Hindu University
Varanasi, Uttar Pradesh 01.2016 - 01.2019
Class 12 - PCMB
Kendriya Vidyalaya
Binnaguri, West Bengal 01.2014 - 01.2016
Class 10 - undefined
Gyanoday Niketan
Darjeeling, West Bengal 01.2001 - 01.2014
Skills
- Customer Advocacy & Empathy
- UXOS
- OneDesk
- Salesforce
- Slack & Zoom-based Live Support
- Mentorship & Enablement
- Adaptability in Fast-paced Environments
- Process Optimization
- RCA & NPS
- Analytical Thinking
- Zoho
- Slack
- AI Review & Feedback
- Documentation Ownership
- QA & CSAT Excellence
- Cross-Functional Collaboration
- High-Volume Case Management
- Customer Advocacy & Empathy
Professional Highlights
- Promoted to Senior Support Specialist (L4) in just 9 months
- Maintained 100% QA & 96% CSAT over 6 months
- Zero agent errors since joining Rippling
- Handled 1,300+ cases and 290 reverse swarms in last 6 months
- Led documentation and AI feedback initiatives that improved support efficiency and customer experience
- Recognized 8× for excellence - MVP (7) + Rockstar award
Timeline
Senior Support Specialist (L4)
Rippling
02.2025 - Current
Customer Support Specialist
Rippling
05.2024 - 01.2025
Assistant Manager - Customer Advocacy (Corporate Strategy & Business Excellence)
BYJU'S - Think and Learn Pvt. Ltd.
01.2024 - 05.2024
Student Success Specialist - Issue Resolution
BYJU'S - Think and Learn Pvt. Ltd.
02.2022 - 01.2024
Business Development Associate
Lido Learning - Quality Tutorials Pvt. Ltd.
10.2020 - 02.2022
B.A. - English Honours
Banaras Hindu University
01.2016 - 01.2019
Class 12 - PCMB
Kendriya Vidyalaya
01.2014 - 01.2016
Class 10 - undefined
Gyanoday Niketan
01.2001 - 01.2014
Similar Profiles
Stuti MehraStuti Mehra
Senior Customer Support Specialist at RipplingSenior Customer Support Specialist at Rippling
MD. FAIZANMD. FAIZAN
Sr. Support Specialist - Identity, Devices and Integrations at RipplingSr. Support Specialist - Identity, Devices and Integrations at Rippling
Colin ClancyColin Clancy
Founding Account Executive at RipplingFounding Account Executive at Rippling
Boyalapalli RambabuBoyalapalli Rambabu
Software Developer – Banking & Finance at Federal Bank Client(s)Software Developer – Banking & Finance at Federal Bank Client(s)
Aiyappa BiddappaAiyappa Biddappa
Application Lead - Digital Engineering at NTT Data Information Processing ServicesApplication Lead - Digital Engineering at NTT Data Information Processing Services