Megha KB
Bangalore
Summary
Experienced Product Support Analyst and Product Operations Specialist with a proven track record of enhancing user experience and driving operational efficiency. I excel in guiding users through unique features, resolving challenges, and collaborating with cross-functional teams to improve workflow. Skilled in managing product rollouts, user training, and handling customer escalations to ensure timely and effective solutions. Proficient maintaining high C-Sat scores. Providing exceptional customer solutions through various communication channels and maintaining work quality, ensuring customer satisfaction. Demonstrated success in aligning production plans with customer requirements and consistently achieving production targets.
Overview
8
8
years of professional experience
Work History
Customer/Product Support Analyst
BrightEdge
bangalore
11.2024 - Current
- Collaborated with cross-functional teams to enhance product knowledge and support strategies.
- Provided technical support through various channels, including email, chat, and phone calls.
- Troubleshoot complex integration issues involving Google Analytics, Google Search Console, and Adobe Analytics.
- Perform root cause analysis and collaborate closely with Engineering to resolve customer-impacting issues.
- Document investigation findings and create technical knowledge articles that improve support efficiency.
- Communicate product updates and guidance to customers to minimize business disruption.
- Analyzed user feedback to identify areas for product improvement and support needs.
- Monitored industry trends to provide informed insights during customer interactions.
- Assisted in developing user guides and FAQs for enhanced customer self-service options.
- Use AI tools including ChatGPT, Gemini, Perplexity AI, and Google AIO to improve research, troubleshooting, and SEO recommendations.
Product Support Analyst
Alpha Sense
Bangalore
03.2023 - 08.2024
- Supports product adoption with a world-class user experience by acting as the first line of defense and advocating for all customers globally
- Guides users through unique features and functionalities and fully resolves their challenges or questions
- Investigates, diagnoses, troubleshoots and develops solutions for queries sent through various communication channels, leading support calls directly with users as needed
- Retains a position as users' point person through regular updates and concise communication
- Acts as a key partner to Content, Product, and Engineering by retaining a deep understanding of both product and user to effectively collaborate and field feedback and feature requests with respective teams
- Dealing with Escalations, adhering to the SLA's, providing timely support to the clients.
Product Operations Specialist
Twilio
Bangalore
05.2022 - 02.2023
- Led operational initiatives to solve ongoing strategic operations challenges
- Collaborated with cross-functional teams to help improve operational workflow
- Managed product rollouts, user training, testing and internal communications
- Collaborated with cross-functional teams to align production plans with customer requirements
- Responsible for porting operations, handling over 500 numbers per day
- Consistently achieved personal C-Sat scores of 4.7/5.0
- Responsible for handling customer escalations by coordinating with clients and vendors from EMEA, APAC & LATAM resolving any porting issues within turnaround time of 2-3 hours
- Worked on Jira to raise escalations and worked closely with internal account executive team to solve other customer issues
- Constantly achieved production targets by accomplishing tasks to deadlines and meeting quality targets
- Maintaining work quality along with customer's satisfaction.
Customer Solutions Agent
Paypal
Bangalore
11.2021 - 04.2022
- To assist customers with the payment related query
- Handle customer's query through various channels- emails and chat
- Helping customers to remove the restriction from their account and handling all the queries efficiently on account limitations and claims
- Risk reviewing
- Addressing teammates queries and working on escalations
- Providing continuous support and assistance to both merchants and customers
- To uplift the ban on the account
- Prevent any sort of fraudulent purchase
- Maintaining the quality and customer satisfaction
- Providing updates to the management regarding necessary changes and updates.
Center Associate
Nuance Transcription Service India Pvt LTD
Bangalore
08.2018 - 03.2020
- It is online chat process where we assist our customers with our service plan and help them placing technical package order that includes Internet, TV, Home Phone and Home Security
- Also, provide assistance in regards with any billing issue or basic technical troubleshooting.
Education
Bachelor of Technology - Electronics And Communications Engineering
Kalinga University
Raipur06-2018
High School Diploma -
NTTF
Bangalore05-2015
Secondary School -
Sacred Heart Convent
Jamshedpur03-2012
Skills
- Problem Solving
- Teamwork
- Leadership
- Ability to Multitask
- Communication Skills
- SLA management
- Cross-Functional Collaboration
- User Support
- Root cause analysis
- Stakeholder and Vendor Management
- Critical Thinking
- Client Relationship Management
- Technical communication
- Issue escalation management
- Product documentation
- Complex problem solving
- Knowledge base maintenance
Software
- JIRA
- Zendesk
- Looker Report
- Service Now
- Salesforce
- Citrix
- Helpdesk
- Monkey and liveperson Tool
- Intercom
- DBeaver
- Tableau
- AI tools
Timeline
Customer/Product Support Analyst
BrightEdge
11.2024 - Current
Product Support Analyst
Alpha Sense
03.2023 - 08.2024
Product Operations Specialist
Twilio
05.2022 - 02.2023
Customer Solutions Agent
Paypal
11.2021 - 04.2022
Center Associate
Nuance Transcription Service India Pvt LTD
08.2018 - 03.2020
Secondary School -
Sacred Heart Convent
High School Diploma -
NTTF
Bachelor of Technology - Electronics And Communications Engineering
Kalinga University