Shailesh Ganesan
Bengaluru
Summary
As a seasoned professional specializing in CX and CX Analytics, I boast a successful track record of steering dynamic CX teams within high-growth startups. My core competency lies in harnessing technical expertise to architect and cultivate top-tier customer success teams. Over my career, I've actively engaged with diverse customer segments, catering to both individual end-users and expansive enterprise clients. This breadth of experience affords me a holistic understanding of customer needs, enabling me to deftly navigate an array of customer scenarios.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Support Specialist
Rippling
09.2023 - Current
- Serve as the primary point of contact for customers, addressing inquiries and resolving issues through various communication channels, including chat, email, and phone. Ensure timely and efficient resolution of customer problems to maintain high satisfaction levels.
- Develop an in-depth understanding of Rippling’s products and services to assist customers effectively. Troubleshoot technical issues, provide step-by-step guidance, and escalate complex problems to the Engineering team when necessary.
- Maintain accurate records of customer interactions and issue resolutions using Rippling’s CRM system. Generate and analyze reports to track support metrics, identify trends, and develop strategies for improving support performance.
- Conduct training sessions and create support documentation to help customers better understand Rippling’s products and services. Share best practices and insights with team members to foster a collaborative and knowledgeable support environment.
- Completed over 1500+ cases/chats with 100% accuracy and consistently high customer satisfaction scores.
Customer Success Analyst
HyperVue AI
05.2021 - 08.2022
- Experienced in managing customer operations, retention, and growth domains
- Proficient in overseeing team KPIs, data analysis, forecasting, and providing actionable insights to drive business growth and brand awareness
- Customer Operations, Retention, and Growth Management
- Oversee the efficiency and improvement of core KPIs for the team
- Accumulate imperative data points from the user database to derive insights on month-over-month (MoM) sales growth
- Conduct forecasting and prediction analysis on the active growth of users.
Product Support
Tickertape
02.2019 - 08.2020
- Worked with the CX team to extract and analyze user behaviors to address various product issues
- Automated CX channels, including Freshdesk, to enhance customer responses, data extraction, and agent performance, reducing negative CSATs by 70%
- Minimized the First Response Time (FRT) to under 1 minute and achieved full resolution of user tickets within 10 minutes
- Curated and leveraged product walkthrough articles across different asset classes, engaging new and returning users and achieving over 1,000 views per week.
- Technical authority for migrating principal CRM tool (Zendesk to Freshdesk)
Education
BA Psyhcology Journalism and Mass Communication -
Presidency University
Bengaluru, Karnataka01.2020
Skills
- Problem-solving
- Time management
- Analytical thinking
- Conflict resolution
- Escalation Management
- Churn Mitigation
- Customer Relationship Management (CRM)
- Data Visualization and Presentations
- Python Programming
- Data Analysis
- SQL
- Data Cleaning
- SQL Databases
Certification
- The Ultimate Pandas Bootcamp
- The Data Science Course : Complete Data Science Bootcamp 2024
- Python
- Ms-Excel
- Salesforce
- JIRA
- Looker
- PowerBI
- Mongo DB
- SQL
Languages
Tamil
Hindi
English
Spanish
Timeline
Customer Support Specialist
Rippling
09.2023 - Current
Customer Success Analyst
HyperVue AI
05.2021 - 08.2022
Product Support
Tickertape
02.2019 - 08.2020
BA Psyhcology Journalism and Mass Communication -
Presidency University
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