Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic
SAKSHI NEERAJ

SAKSHI NEERAJ

Client Success
New Delhi

Summary

Results-driven service-oriented professional with exceptional skills in CHAT, EMAIL & PHONE handling. Seeking a position within your esteemed organization to leverage strong market knowledge and critical reasoning abilities to identify and assess customers' needs, ultimately achieving maximum satisfaction. Proven track record of resolving customer complaints with professionalism. Passionate about building robust customer relationships, driving brand loyalty, and enhancing customer engagement. Dedicated to providing exceptional customer experiences and seeking to contribute to the success of my respective company. Looking to join a people-oriented organization as a team player, leveraging my extensive customer service experience in a challenging environment to achieve corporate goals. Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.

Overview

7
7
years of professional experience
6
6
years of post-secondary education

Work History

Senior Support Associate

Huobi Global – FinTech
01.2021 - 03.2023
  • Demonstrated excellence in responding to customer queries worldwide via emails and chats
  • Assisted the Team Manager with escalated issues, showcasing strong problem-solving skills
  • Effectively managed social media complaints and escalations
  • Implemented proactive account management strategies for tenured customers, delivering weekly personalized emails with valuable tips, campaign insights, promotions, and engagement opportunities
  • Proficiently handled live chat inquiries related to transactions, KYC, P2P (crypto), ACH, WIRE, and Disputes
  • Conducted training sessions to onboard and provide comprehensive process overviews to newly joined professionals.

Customer Support Specialist

Caastle Technologies – SAAS
11.2015 - 12.2020
  • Achieved high customer satisfaction rates by delivering optimized and personalized support
  • Expertly addressed queries regarding subscriptions, products, services, pricing, and new features
  • Managed amendments, cancellations, and refunds efficiently
  • Independently handled a high volume of self-written emails, averaging 80+ per week
  • Collaborated closely with engineering teams to resolve technical issues for subscribers
  • Effectively managed social media escalations
  • Engaged in handling cases (disputes) involving BBB with supervisors
  • Successfully advocated for compensation in valid complaint cases with investigation teams
  • Generated daily process reports using Excel.

Education

Bachelor of Arts -

University of Delhi
01.2010 - 04.2013

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GNIIT – NIIT
01.2013 - 04.2015

Skills

TECHNICAL COMPETENCYundefined

Accomplishments

  • 37 B Pocket-A, Mayur Vihar Phase 2, New Delhi – 110091

Timeline

Senior Support Associate

Huobi Global – FinTech
01.2021 - 03.2023

Customer Support Specialist

Caastle Technologies – SAAS
11.2015 - 12.2020

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GNIIT – NIIT
01.2013 - 04.2015

Bachelor of Arts -

University of Delhi
01.2010 - 04.2013
SAKSHI NEERAJClient Success