Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic
Prachi Sharma

Prachi Sharma

Bengaluru

Summary

Dynamic Customer Support Specialist with a proven track record at UrbanPiper, excelling in customer engagement and retention. Skilled in operations management and data analysis, I enhanced service accessibility for over 550 clients, achieving a 95% customer satisfaction rate. Adept at issue resolution, I foster strong relationships to drive product improvements.

Overview

7
7
years of professional experience

Work History

Customer Support Specialist

Rippling
Bengaluru
04.2024 - 12.2024
  • Developed extensive product knowledge to provide accurate support for customers and internal teams.
  • Managed resolution of customer issues in high-volume, fast-paced environment.
  • Handled customer communications via email, live chat, and video conferencing with professionalism.
  • Investigated product/service issues by identifying root causes and proposing effective solutions.
  • Maintained comprehensive records of customer interactions and feedback using CRM tools.
  • Collaborated with Product and Engineering teams to relay customer insights for product improvements.
  • Ensured timely updates on product changes and policies to deliver consistent support.
  • Excelled under pressure by meeting tight deadlines while maintaining service quality.

Lead - Business Unit

UrbanPiper
Bengaluru
02.2023 - 02.2024
  • Directed operations across multiple departments: Customer Support, Retention, Experience, Onboarding, and Account Management.
  • Led a cross-cultural partnerships team of 23 members to enhance collaboration and efficiency.
  • Implemented chat and WhatsApp support teams for over 550 clients to improve service accessibility.
  • Facilitated recruitment, hiring, and training processes for new team members to strengthen capabilities.
  • Optimized business performance through continuous data tracking and operational analysis using MS Office tools.
  • Combined leadership with strategic planning to ensure alignment across all departments.
  • Coordinated team efforts to achieve operational goals and maintain high-quality standards.
  • Analyzed ongoing operations to identify improvement opportunities and enhance overall efficiency.

Shift Manager

UrbanPiper
Bengaluru
02.2022 - 01.2023
  • Supervised and managed center staff (averaging 20+ per shift) in a shift-based environment.
  • Developed an integrated process for customer success, resulting in improved customer retention and experience.
  • Developed and maintained strong customer relationships with key stakeholders, resulting in a 95% customer satisfaction rate.
  • Implemented the creation of new outsourced contact centers, facilitating an expansion into emerging cities, and concurrently overseeing the training of new associates in CRM software.
  • Identified upsell opportunities and successfully closed deals, resulting in a 15% increase in portfolio revenue.
  • Collaborated with Sales, Product, and Senior Leadership teams to drive change in products and services based on customer feedback.
  • Managed the onboarding of new accounts, and provided product education to increase usage.

Senior Customer Service Representative

UrbanPiper
Bengaluru
12.2020 - 01.2022
  • Supported customers via diverse channels, addressing inquiries, resolving issues, and ensuring satisfaction.
  • Delivered exceptional customer support, ensuring prompt issue resolution, and maintaining high satisfaction rates.
  • Demonstrated strong product knowledge to assist customers in making informed pricing decisions. Consistently met and exceeded individual performance targets, contributing to team success and overall departmental goals.
  • Handled high call/email volume, addressing inquiries, resolving concerns, and negotiating 70+ daily issues, leading to a 20% boost in customer retention.

Senior Customer Support Associate

Hiveloop Technology Pvt Ltd (UDAAN)
Bengaluru
03.2019 - 10.2020
  • Worked closely with the process excellence team in order to define SOPs by highlighting real-time issues faced by customers.
  • Sought feedback directly from customers on services.
  • Collaborated with other departments to resolve complex issues quickly.
  • Offered guidance on how customers can use products more effectively.
  • Identified opportunities to improve customer service processes.
  • Monitored daily performance metrics related to customer service operations.
  • Assisted with training new team members on customer service procedures and policies.

Customer Support Associate / Trainer

Bundl Technologies Pvt Ltd (SWIGGY)
Bengaluru
01.2018 - 02.2019
  • Resolved customer service issues using company processes and policies, and provided updates to customers with the utmost sensitivity.
  • Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
  • I stepped up to assist the reporting manager with complaints and issues during the Swiggy SUPER inaugural phase.
  • Coached new telephone agents on service techniques, and provided scoring through internal call audits.
  • Documented procedures for handling common customer requests.
  • Provided technical support to customers via phone, email and chat.

Education

High School Diploma -

Indian National College
Bengaluru, India
04-2016

Skills

  • Company branding
  • Customer engagement and retention
  • Training and development
  • Customer relationship management
  • Service level agreement compliance
  • Operations management
  • Data analysis and networking
  • Team coordination
  • Product expertise
  • Issue resolution strategies
  • Technical support

Accomplishments

  • Service launch led the successful launch of Chat Support, WhatsApp Support, and dedicated Customer Retention Team
  • Employee of the Year recognized for contributions in making processes efficient and customer-centric

Timeline

Customer Support Specialist

Rippling
04.2024 - 12.2024

Lead - Business Unit

UrbanPiper
02.2023 - 02.2024

Shift Manager

UrbanPiper
02.2022 - 01.2023

Senior Customer Service Representative

UrbanPiper
12.2020 - 01.2022

Senior Customer Support Associate

Hiveloop Technology Pvt Ltd (UDAAN)
03.2019 - 10.2020

Customer Support Associate / Trainer

Bundl Technologies Pvt Ltd (SWIGGY)
01.2018 - 02.2019

High School Diploma -

Indian National College

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Prachi Sharma