Summary
Overview
Work History
Education
Skills
KEY ACHIEVEMENTS
Websites
Timeline
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Pragati Prasad

Pragati Prasad

Ranchi

Summary

Technical Support Specialist with nearly 4+ years of experience in customer success and technical support, expert in relationship building and efficient issue resolution.

Bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.

Overview

4
4
years of professional experience

Work History

Sr. Customer Support Specialist

HighLevel
03.2025 - 06.2025
  • Delivered end-to-end support for GoHighLevel CRM platform, including funnels, workflows, calendars, automations, and integrations.
  • Provided Level 2/3 technical support to marketing agencies and SaaS clients, resolving complex issues via chat, email, and Zoom.
  • Troubleshot CRM-related issues such as Twilio/SMS
  • Educated clients on best practices for campaign creation, lead management, and pipeline optimization.

Technical Support Engineer

6sense
09.2022 - 02.2025
  • Company Overview: 6sense is a company providing predictive analytics and ABM platform solutions.
  • Provided technical support for a SaaS-based predictive analytics and ABM platform, helping global clients use data to improve their sales and marketing efforts.
  • Resolved technical problems with platform setup, data connections, account organization, and reporting, ensuring everything worked smoothly across multiple accounts.
  • Collaborated with other teams (Product, Engineering, Customer Success) to find, escalate, and solve client issues quickly, minimizing disruptions.
  • Handled technical escalations, offering advice on integrating 6sense with CRMs (Salesforce, HubSpot) and marketing tools to improve data flow and campaign performance.
  • Created and updated support materials for both clients and internal teams, making it easier to resolve issues and helping clients find solutions faster.
  • Built strong client relationships by offering personalized support and regularly collecting feedback to help improve the product and service.

Customer Success Executive

Droisys
08.2021 - 09.2022
  • Company Overview: Droisys is a technology solutions provider focused on customer success.
  • Facilitated communication between the development team and clients for an iPad app.
  • Analyzed app performance, identified issues, and collaborated with the team to deliver timely solutions, ensuring client satisfaction.
  • Generated weekly reports from Zendesk tickets to pinpoint areas for improvement.
  • Played a key role in onboarding new clients, ensuring they had a smooth and positive experience with the app from the outset.

Education

PGPM - Marketing and Operation

IBS Gurgaon
01.2021

B.Tech - Information Technology

SRM University
01.2018

Skills

  • Experience with HubSpot tools
  • JIRA issue tracking
  • Proficient in Office 365
  • Experience with Salesforce
  • Database querying
  • Skilled in Zendesk ticket management
  • Technical documentation proficiency
  • Customer support in sales
  • Escalation management
  • Strong customer service skills

KEY ACHIEVEMENTS

  • Client Retention Achievement: Achieved a 95% retention rate through relationship building and personalized client engagement strategies.
  • Innovated Support Materials: Developed support materials leading to 40% faster self-service issue resolution by clients.
  • User Satisfaction Enhancement: Enhanced user satisfaction by improving resolution time by 30%, demonstrating independent work abilities.

Timeline

Sr. Customer Support Specialist

HighLevel
03.2025 - 06.2025

Technical Support Engineer

6sense
09.2022 - 02.2025

Customer Success Executive

Droisys
08.2021 - 09.2022

B.Tech - Information Technology

SRM University

PGPM - Marketing and Operation

IBS Gurgaon

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Pragati Prasad