Harish Singh
Noida
Summary
Dynamic Application Support Specialist with strong technical proficiency and expertise in campaign management, automation, and integration. Skilled in analytics and reporting, turning complex data into actionable insights. Adept at communication and collaboration, ensuring seamless teamwork and project execution. Proficient in CRM tools and various additional software, with robust technical skills in data management. Dedicated to providing exceptional support and optimizing system performance to drive business success.
Overview
8
8
years of professional experience
Work History
Application Support Specialist
PISoftek
04.2021 - Current
- Technical Proficiency:
- Expertise in email marketing platforms such as Salesforce Marketing Cloud, Marketing Suite etc.
- Ability to troubleshoot and resolve technical issues related to email campaign delivery, rendering, and performance.
- Campaign Management:
- Experience in planning, executing, and optimizing email marketing campaigns.
- Knowledge of A/B testing methodologies to improve email open rates, click-through rates, and conversion rates.
- Automation and Integration: Proficiency in setting up and maintaining email marketing automation workflows.
- Experience integrating email campaigns with CRM
- systems or other marketing automation tools.
- Analytics and Reporting:
- Ability to analyze campaign performance metrics (open rates, click-through rates, conversion rates, etc.) and derive actionable insights.
- Familiarity with tools like Google Analytics or similar platforms to track email campaign effectiveness.
- Communication and Collaboration:
- Effective communication skills to collaborate with cross-functional teams (design, content, sales) on campaign execution.
- Experience in training or educating teams on email marketing best practices and tool usage.
- CRM Tools: Proficient in Salesforce (Classic and Lightning) and Zendesk, utilizing these platforms to manage customer interactions, support tickets, and campaign performance analysis.
- Additional Tools Proficiency: Experienced in using JIRA for project management, ASANA for task organization, Postman for API testing, and SPLUNK for data analysis and troubleshooting.
- Technical Skills: Knowledgeable in SQL for database querying, HTML & CSS for email template customization, and API integration for seamless data flow between systems.
- Data Management: Experienced in FTP/SFTP for secure file transfers, PGP encryption for data security, and proficient in data import/export processes to ensure smooth campaign operations.
- GDPR Compliance: Familiar with GDPR deletion processes and protocols, ensuring email campaigns comply with international data protection regulations.
- SSL Installation: Skilled in SSL certificate installation and management, ensuring secure communication channels for email delivery and data transmission.
- Filter Creation: Expertise in creating and managing filters for targeted audience segmentation and optimization of email campaign performance.
Back Office Analyst
Intelegencia Analytics Pvt. Ltd.
10.2020 - 04.2021
- Handling queries for Rugs USA
- Solving queries regarding purchase and payment issues
- Conducted due diligence reviews on potential investment products before their inclusion into portfolios.
- Provided exceptional client service, promptly addressing inquiries and resolving issues related to account transactions or balances.
- Collaborated with various departments to complete assigned tasks.
Customer Relationship Executive (CRE)
Hotelogix India Private Limited (chat Support)
11.2019 - 03.2020
- Conducted regular follow-ups with customers to ensure the highest level of satisfaction and address any potential issues proactively.
- Contributed to customer retention efforts by resolving complex issues promptly and professionally.
- Implemented CRM software to streamline communication processes with clients for improved interaction quality.
- Performed detailed data analysis on customer feedback, leading to actionable insights for business growth initiatives.
- Assisted in the development of new marketing strategies to boost sales and revenue.
- Optimized internal processes related to billing, documentation management, and reporting systems, ensuring smooth operations throughout the organization.
Customer Service Associate
Paytm Payments Bank
08.2016 - 11.2019
- Developed customer service improvement initiatives to decrease customer wait times
- Utilized exceptional communication to connect with customers, assess needs and present solutions
- Increased regulatory compliance by accurately completing tasks
- Collaborated with other verticals to suggest actionable improvements and corrective action on customer concerns
- Developed and actualized customer service initiatives to decrease wait times.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback
Education
B.Tech - (ECE)
UTU Dehradun
2015
Skills
- SQL, SQL server , Linux , Atlassian JIRA
- Monitoring
- Splunk
- OPS Tool, Cheetah Tool, Become
- ADM
- CRM
- Salesforce
- Zendesk
Timeline
Application Support Specialist
PISoftek
04.2021 - Current
Back Office Analyst
Intelegencia Analytics Pvt. Ltd.
10.2020 - 04.2021
Customer Relationship Executive (CRE)
Hotelogix India Private Limited (chat Support)
11.2019 - 03.2020
Customer Service Associate
Paytm Payments Bank
08.2016 - 11.2019
B.Tech - (ECE)
UTU Dehradun
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