Gunjan Dua

Aug 2022 – Jan 2025

• Delivered international chat and email support to global customers, resolving queries accurately and professionally, enhancing customer satisfaction.
• Coordinated backend operations, handling tickets, tracking cases, and collaborating with internal teams to streamline processes.
• Handled escalations while meeting SLA, quality, and customer satisfaction standards.
• Developed support content including chat/email templates, FAQs, and process documents, reducing repeat queries and improving response efficiency.
• Supported and guided new team members on chat handling and backend processes.

Key Impact:

• Faster resolutions through structured communication and templates
• Improved customer experience and query clarity

• Crafted product descriptions, landing pages, and marketing content for international e-commerce platform to enhance customer experience.
• Optimized content for clarity and SEO to boost customer engagement in collaboration with cross-functional teams.
• Provided accurate, high-quality content to support sales campaigns and product launches, contributing to overall marketing effectiveness.

Impact:

• Improved content clarity and customer understanding
• Contributed to increased organic visibility