PRATIKSHA KOTHARI

Elevated Customer Satisfaction: Achieved and sustained a 95%+ customer satisfaction (CSAT) score by resolving complex technical and product-related inquiries for high-end smart cookware.

Process Optimization: Reduced average ticket resolution time by 30% by implementing a streamlined troubleshooting workflow, adopted company-wide.

Tool Mastery: Leveraged Helpdesk, Shopify, and live calls and chat platforms to maintain a 93% first-contact resolution rate (top 10% of team).

• Global Support: Managed 70+ daily calls for US stakeholders with 92% CSAT and
  
• Training Leadership: Reduced new hire ramp-up time by 3 weeks through optimized onboarding.

Recognized as "Global Support Champion" for maintaining 100% SLA compliance on US-facing cases while managing India team operations.

• Served as an escalation point for challenging customer cases, applying advanced problem-solving skills to reach satisfactory resolutions.
• Implemented quality assurance measures for consistent delivery of top-notch customer service across all channels.
• Mentored junior team members by sharing expertise on industry best practices in customer service management.
• Enhanced overall customer satisfaction by efficiently resolving complex issues and providing personalized support.
• Provided excellent customer service by efficiently resolving issues and responding to inquiries.

Multichannel Support : Managed 80+ daily customer inquiries via calls, emails, and in-app chat for a digital healthcare platform

Revenue Impact: Identified upsell opportunities during support interactions, contributing to 12% growth in premium subscriptions

Process Improvement: Documented 20+ recurring customer queries to create FAQ templates, reducing ticket volume by 15%

Compliance Focus: Ensured HIPAA-aligned data handling during sensitive medical record discussions

Team Leadership: Supervised 30+ PR/sales team that drove 30% territory growth

Strategic Partnerships: Negotiated 15+ media collaborations that increased brand visibility

Campaign Management: Led 3 successful promotional campaigns with 25%+ ROI