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
Ability to work under pressure and deal with people
Sales expertise
G-Suite and MS Office
Teamwork and Collaboration
Administrative support , Flexible and Adaptable
Executive leadership, Critical Thinking and Creative problem solving
Technical Support and Key holder experience
Strategic sales knowledge, Staff education and training
Complaint resolution and Report preparation
Dependable and Responsible
CRM and Executive support
Timeline
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