Sagar Puri
Client Experience Specialist
New Delhi
Summary
Dedicated Client Experience Specialist with nearly 4 years of experience providing exceptional assistance to clients. Proficient in API troubleshooting, HTML, DNS management and with a good understanding of marketing automation and email deliver-ability. Seeking a technical support role to leverage my expertise and deliver top-notch support to clients and teams.
Overview
4
4
years of professional experience
3
3
years of post-secondary education
5
5
Certifications
Work History
Client Experience Specialist
Brevo
New Delhi
05.2022 - Current
Brevo is a SaaS solution for relationship marketing, It is the only all-in-one digital marketing platform empowering B2B and B2C businesses
Achievements/Tasks:
- Providing advanced technical support to clients by resolving escalated tickets related to Brevo's API, Webhooks, Deliverability, Automation and Campaign management, ensuring seamless integration and functionality with clients' systems
- Collaborating with clients to address HTML design challenges, offering guidance and solutions to create visually appealing and responsive email templates and campaigns
- Using Postman for API testing and debugging, allowing for efficient identification and resolution of API-related issues, minimizing downtime for clients.
- Working with the tech team to track the status of product fixes, and feature requests, and provide consolidated updates to the customers.
Retention Specialist
Adobe (DIN LLP Services)
Noida
02.2021 - 03.2022
- Maintained customer retention rate 45% above company average.
- Assisted clients with basic and moderate technical support for Photoshop and Acrobat Pro DC.
- Achieved weekly, Monthly and quarterly targets for conversion rate and revenue.
- Developed new strategies for customer retention activities.
- Educated customers about billing, payment processing and support policies and procedures.
Customer Service Associate
CreditOne Bank (IEnergizer)
Noida
11.2019 - 03.2021
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Developed and actualized customer service initiatives to decrease wait times.
- Troubleshoot issues related to the Creditone Banking App and website.
Education
Bachelor of Science - Mechanical Engineering
IIMT College Of Technology
Meerut, Uttar Pradesh 09.2015 - 06.2018
Skills
Proficiency in HTML, CSS
Zendesk, Jira, Datadog, Grafana
Metabase, Sentry, Postman, Burpsuite
Communication Skills, Management Skills
SQL logs, API troubleshooting
Problem-solving abilities and Analytical thinking
Basic understanding of programming languages (Ex, PHP, JAVA, Nodejs)
Good understanding of (Android, iOS) operating systems
Client Retention and Upselling
Additional Information
Website Development:
- Designed an internal website (cxteamasia.in) for the Customer Experience team, serving as a valuable resource for new team members.
- Integrated the website into project management by facilitating the assignment and tracking of various projects among team members.
Tool Development & Automation (PHP):
- Developed essential tools using PHP to enhance daily operations:
- SMTP Credentials Tester: Created a tool to verify the functionality of SMTP relays and passwords, ensuring seamless client communication.
- Integrated DKIM and SPF Records Checker: Improved email security by integrating APIs for DKIM and SPF record validation.
- Refund Calculator: Implemented a time-saving tool for calculating remaining email credits, optimizing financial and billing processes.
Knowledge-Sharing with Notion Pages:
- Created and maintained multiple Notion pages to empower the internal team with advanced knowledge in key areas:
- WhatsApp Business API: Provided comprehensive resources and documentation for a deeper understanding and effective use of this communication tool.
- RSS Integration: Facilitated the integration of RSS feeds for real-time data and information.
- Marketing Automation: Developed resources and guides to enhance the team's grasp of marketing automation, streamlining campaign management.
Certification
Google Ads Essential Training - LinkedIn
Hobbies
When I'm not working, I enjoy computer gaming, coding, outdoor football with friends, and indulging in my passion for watching movies.
Timeline
Programming Foundations: APIs and Web Services - LinkedIn
06-2023
Marketing Tools: SEO - LinkedIn
07-2022
Client Experience Specialist
Brevo
05.2022 - Current
Windows 10: Troubleshooting for IT Support (2018) - LinkedIn
05-2022
Certification for Email Marketing - Brevo
04-2022
Google Ads Essential Training - LinkedIn
03-2022
Retention Specialist
Adobe (DIN LLP Services)
02.2021 - 03.2022
Customer Service Associate
CreditOne Bank (IEnergizer)
11.2019 - 03.2021
Bachelor of Science - Mechanical Engineering
IIMT College Of Technology
09.2015 - 06.2018