Highly motivated and detail-oriented Customer Support Associate with over 3 years of experience in the field. Proficient in multitasking, conflict resolution, and time management, with a proven ability to manage customer inquiries with patience and empathy. Ready to seek new opportunities and learn more.
Hi, I’m
Sanket Tripathi
Customer Support Associate
Vadodara
Summary
Overview
8
years of professional experience
8
years of post-secondary education
3
Languages
Work History
Numerator India Private LimitedVadodara
Customer Support Associate
08.2021 - Current
Job overview
- Provided primary customer support to internal teams and external customers via chat, email and Jira.
- Creating new account for our clients according to their requirement.
- Handling all Tier-1 issues via email and chat.
- Working on excel to create monthly report for all chat and client based inquiries, and to keep the team updated with all the performance metrics.
- Involving with Manager to discuss all the platform issues with potential solutions.
- Expertise for all the platform which are used internally.
- Consulted with internal teams to resolve discrepancies and create expert solutions
- Leveraged sales expertise to promote products and capitalize on upsell opportunities.
Etech Global ServicesVadodara
Customer Experience Specialist
05.2019 - 07.2021
Job overview
- Engaged in cross-selling and up-selling activities to enhance customers' experiences and generate revenue.
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Documented customer interactions in internal database to maintain customer service history details.
- Maintained key performance indicators and acceptable performance levels to support assigned customer base.
- Addressed customer inquiries, concerns and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Responded to high volume of incoming chats utilizing communication skills to identify customer problems, needs and opportunities.
- Effectively communicated with customers about account changes, new products or services and potential upgrades and recommended products to customers, thoroughly explaining details.
- Maintained extensive knowledge of company products to recommend items aligned with customer needs.
- Enhanced industry and technical knowledge through active participation in learning and growth opportunities.
- Utilized online chat platforms to deliver outstanding customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Adhered to established customer satisfaction strategies to support swift issue resolution.
- Trained new customer service agents on policies and procedures to support favorable customer experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Encircle Exports India Pvt LtdVadodara
BCE Executive
08.2015 - 06.2016
Job overview
- Worked as BCE (Bad Check Entry) Executive with responsibility of entering data of bounced cheques and completing Quality Analysis for all manually entered data, for US Based PoS client.
- Carried out day-to-day duties accurately and efficiently.
- Applied effective time management techniques to meet tight deadlines.
- Proved successful working within tight deadlines and a fast-paced environment.
- Adaptable and proficient in learning new concepts quickly and efficiently
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
Education
P.M Patel Institute (Sardar Patel University)Anand, Gujarat
Master of Science from Chemistry
11.2020 - Current
University Overview
P.M Patel Institute (Sardar Patel University)Anand, Gujarat
Bachelor of Science from Chemistry
06.2016 - 11.2019
University Overview
CGPA: 6.02
Kaizen School (Gujarat Board)Vadodara
Higher Secondary School Certificate. from Science Education
06.2012 - 03.2014
University Overview
Percentage : 53
Ankur Vidyalaya (Gujarat Board)Vadodara
Secondary School Certificate.
06.2011 - 03.2012
University Overview
Percentage: 70
Skills
Interpersonal Communication skills and multi-tasking skills
undefinedTimeline
Customer Support Associate
Numerator India Private Limited
08.2021 - Current
P.M Patel Institute (Sardar Patel University)
Master of Science from Chemistry
11.2020 - Current
Customer Experience Specialist
Etech Global Services
05.2019 - 07.2021
P.M Patel Institute (Sardar Patel University)
Bachelor of Science from Chemistry
06.2016 - 11.2019
BCE Executive
Encircle Exports India Pvt Ltd
08.2015 - 06.2016
Kaizen School (Gujarat Board)
Higher Secondary School Certificate. from Science Education
06.2012 - 03.2014
Ankur Vidyalaya (Gujarat Board)
Secondary School Certificate.
06.2011 - 03.2012
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