Kushagra Singh Thakur
Customer Support Specialist
Gurgaon
Summary
Customer-focused professional with 3+ years of experience supporting customers, resolving issues, managing high-volume client interactions, and collaborating with cross-functional teams. Skilled in CRM platforms, ticket management, communication, and delivering positive customer experiences. Adept at handling multiple priorities while maintaining professionalism, empathy, and attention to detail.
Overview
5
5
Certifications
6
6
years of professional experience
Work History
Customer Support Specialist
Entecres Labs Pvt. Ltd.
Delhi
11.2024 - Current
- Resolved customer inquiries via phone, email, and chat to enhance satisfaction levels.
- Directed relationships with 200+ business clients, including international clients, facilitating swift responses and positive customer interactions through calls, emails, and chats.
- Addressed customer inquiries and delivered customized solutions aligned with client requirements.
- Partnered with internal teams to resolve challenges promptly and elevate customer onboarding experience.
- Administered customer records, reports, and CRM data while maintaining superior accuracy.
- Formulated reports and dashboards in Excel to assess customer engagement and performance metrics effectively.
- Secured attainment of metrics with exceptional customer satisfaction exceeding 90% NPS scores and minimal re-contact rate.
Associate – Customer Success
Unacademy – Sorting Hat Pvt. Ltd.
Bengaluru
11.2021 - 11.2022
- Managed 30+ approximately 30 incoming calls, emails and chats everyday.
- Worked closely with mentors and internal teams to resolve escalated customer concerns.
- Used CRM and internal ticketing systems to document customer issues and ensure timely follow-ups.
- Analyzed customer feedback to identify recurring issues, leading to actionable recommendations for service improvements.
- Maintained detailed customer records and generated performance reports in Excel and PowerPoint to support decision-making.
- Developed and maintained courteous and effective working relationships.
- Self-motivated, with a strong sense of personal responsibility.
Accounts Manager
Vedantu Pvt. Ltd.
Bengaluru
11.2020 - 11.2021
- Guided students and parents with academic scheduling and program inquiries, enhancing overall satisfaction.
- Coordinated with academic teams to deliver a seamless learning experience.
- Coordinated with academic teams to ensure seamless learning experiences for students.
- Supported daily operations while managing multiple tasks in a fast-paced environment.
- Managed daily operations and prioritized multiple tasks in a fast-paced environment, ensuring smooth workflow.
- Managed 30+ client accounts, ensuring timely resolution of inquiries and issues.
Education
Bachelor of Engineering -
School of Engineering & Technology, Ujjain
Ujjain2018
AISSC (PCM) -
Carmel Convent Sr. Sec. School, Nimach
Nimach2014
Skills
Customer service and empathy
Written and verbal communication
Managing high volumes of customer interactions
Certification
BHEL (Bharat Heavy Electricals Limited)
Interests
Interest in content writing and creation, Interest in knowing and learning the technological advancement, District level in cricket and Badminton
Timeline
Customer Support Specialist
Entecres Labs Pvt. Ltd.
11.2024 - Current
Associate – Customer Success
Unacademy – Sorting Hat Pvt. Ltd.
11.2021 - 11.2022
Accounts Manager
Vedantu Pvt. Ltd.
11.2020 - 11.2021
Bachelor of Engineering -
School of Engineering & Technology, Ujjain
AISSC (PCM) -
Carmel Convent Sr. Sec. School, Nimach
Tools
- Freshdesk
- SalesForce
- Atrium
- Microsoft Excel
Achievements
Represented district in State level Abacus competition., Conducted and led Vedantu technology Fest for over 10,000 students- teachers and was rewarded for the same.