Kalpana D
Bengaluru
Summary
Experienced customer support professional with 8+ years of expertise in customer service, team management, and operational support. Proficient in utilizing tools like Freshdesk, Kajabi, Airtable, and Slack to optimize customer experiences and streamline processes. Recognized for delivering top-notch support, cultivating high levels of customer satisfaction, and propelling team performance in fast-paced settings.
Overview
9
9
years of professional experience
Work History
Customer Support Lead
Proof of Lightwork
04.2022 - Current
- Manage and resolve customer inquiries across multiple channels, ensuring timely and accurate responses
- Utilize tools like Freshdesk, Kajabi, and Airtable to monitor tickets, automate workflows, and enhance productivity
- Train and mentor new team members, fostering a collaborative and high-performing team culture
- Maintained financial records using Xero, ensuring accurate bookkeeping and timely reconciliations.
- Collaborated closely with operations and product teams to streamline support workflows and implement user feedback into product improvements.
- Acted as a liaison between customers and cross-functional teams to resolve complex issues and improve the overall customer journey.
- Analyze customer feedback to identify trends and recommend service improvements
- Implement and monitor key performance metrics, achieving consistently high customer satisfaction ratings
Customer Support Executive
LUXE Society Group PTE. LTD
04.2019 - 03.2022
- Provided exceptional customer support through email, chat, and phone communication
- Resolved escalations by coordinating with internal teams and delivering prompt solutions
- Maintained a comprehensive knowledge base for customers, enhancing self-service capabilities
- Successfully handled a high volume of tickets while maintaining quality and accuracy
- Maintain books using Zohobooks and filing corporate taxes.
Operations Associate
Ramanathan & Co
02.2016 - 03.2019
- Managed backend operations, including inventory tracking, data entry, and order processing
- Assisted in coordinating with customers to ensure timely delivery of services and resolve any concerns
- Maintained operational records and generated detailed performance reports
- Collaborated with cross-functional teams to optimize workflow efficiency and reduce delays
Education
Bachelor of Commerce -
Bharathiar University
Coimbatore07-2014
Skills
- Freshdesk, Hubspot, Discord, Kajabi, Kartra, ClickUp, Slack, Asana, Airtable, Xero, Zohobooks, Googlesheets
- Ticketing systems
- Workflow automation
- Strong written & verbal communication
- Troubleshooting & Resolving customer complaints
- Training, Mentoring & Managing support teams
- Time management
- Prioritizing tasks & Managing multiple responsibilities
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Timeline
Customer Support Lead
Proof of Lightwork
04.2022 - Current
Customer Support Executive
LUXE Society Group PTE. LTD
04.2019 - 03.2022
Operations Associate
Ramanathan & Co
02.2016 - 03.2019
Bachelor of Commerce -
Bharathiar University
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