Pradeep N
Trichy
Summary
Dedicated and results-driven Support Specialist with 2.9+ years of experience in building and maintaining strong client relationships. Skilled in troubleshooting, customer enablement, and issue resolution within targeted SLAs. Adept at providing technical support, creating knowledge base resources, and liaising with product teams to improve customer satisfaction and product functionality. Known for excellent communication skills and a proactive approach to solving complex technical issues.
Overview
2
2
years of professional experience
Work History
CS Specialist
Goldcast
Remote
09.2023 - Current
- Provided frontline support to customers via phone, email, and chat, resolving technical issues and addressing inquiries in a timely manner.
- Assisted customers in resolving issues with web-based applications, ensuring high levels of customer satisfaction.
- Assisted with the creation of support documentation and knowledge base articles to empower customers to self-serve.
- Utilized CRM tools such as Freshdesk and Zendesk to track customer interactions and resolve issues promptly.
- Assisted clients with inquiries and provided support on API-related questions, ensuring clear understanding and resolution of technical doubts.
Product Support and Operations
Pillow
Bengaluru
12.2022 - 08.2023
- Provide timely and accurate responses to client queries via email, live chat, and social media platforms, maintaining a high standard of professionalism and customer service.
- Guide clients through account setup, verification processes, and navigation of the platform's features, including depositing, withdrawing, and managing crypto assets.
- Document client interactions, including inquiries, complaints, and resolutions, in the CRM system to maintain comprehensive records and facilitate future reference.
- Ensured compliance with global regulations and KYC requirements, contributing to a seamless user experience.
- Provided customer support and training.
- Worked with content management to consolidate commonalities across
CX - Card Transaction
slice
Bengaluru
01.2022 - 12.2022
- Provided customer support for card transactions and UPI transactions, addressing inquiries related to offers and assisting customers in raising disputes for refunds.
- Collaborated closely with cross-functional teams, including sales and engineering, to address client needs and drive product improvements.
- Proactively identified opportunities for process improvement and implemented solutions to enhance the customer experience.
- Developed and delivered customized training materials to meet the unique needs of each client.
- Achieved a 95% customer satisfaction rating and a 20% increase in client retention during tenure.
Education
Bachelor of Computer Applications -
St Joseph's College Autonmous
Trichy06-2021
Skills
- Customer Relationship Management (CRM)
- Network Troubleshooting
- HTTP Errors
- Customer Focus and Relationship Building
- JIRA
- Freshdesk and Zendesk
- Product Feedback & Improvement
- Communication & Interpersonal Skills
- Customer Service & Enablement
- Excel
- Knowledge Base Creation
- Basic Understanding of APIs
Languages
Tamil
First Language
English
Proficient (C2)
C2
Kannada
Beginner (A1)
A1
Hindi
Beginner
A1
Timeline
CS Specialist
Goldcast
09.2023 - Current
Product Support and Operations
Pillow
12.2022 - 08.2023
CX - Card Transaction
slice
01.2022 - 12.2022
Bachelor of Computer Applications -
St Joseph's College Autonmous
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