SHRAVAN S.
Trivandrum
Summary
Versatile, results-driven professional with expertise in product support, market research, and client relations across tech and healthcare. Skilled at optimizing user experiences, resolving complex issues, and translating technical processes into clear guidance. Strong Strong communicator with a proven track record of enhancing workflows, and delivering strategic insights to drive customer satisfaction and business growth.uct management and AI, combining analytical rigor with business acumen.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Product Support Specialist
Carestack
09.2024 - 02.2025
- Worked with multiple Jira tickets simultaneously leading to prompt resolutions
- Resolved technical issues for clients through effective troubleshooting and problem-solving techniques.
- Developed expertise in multiple products within company portfolio, becoming a go-to resource for colleagues seeking guidance on specific features or functionalities.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Optimized workflows by identifying areas for improvement in existing processes and implementing changes accordingly.
- Collaborated with cross-functional teams to address complex customer issues, ensuring seamless resolution.
- Managed a high volume of support tickets, maintaining a consistent record of prompt resolution times.
- Developed strategies for improving overall customer satisfaction ratings.
Market Researcher-Project Mercury
Soul Ai
06.2024 - 08.2024
As a Free-lance Market Researcher at Soul Ai, I played a pivotal role in a ground breaking LLM (Large Language Model) building project. My responsibilities included conducting in-depth market analysis to identify emerging trends, customer needs, and competitive landscapes within the AI industry.
- Conducted comprehensive market research on over 100 assignments.
- Developed customized reports tailored to specific stakeholder needs, enhancing their ability to make informed decisions based on comprehensive market analysis.
- Increased client satisfaction by conducting comprehensive market research and delivering actionable insights.
- Utilized diverse research techniques and online or published data collection tools to amass key information or statistics, supporting business objectives.
Office Manager/Customer Success Specialist
Tritech Traders
Thiruvananthapuram
01.2022 - 04.2024
- Worked as an office and client relations manager, managing client interactions, and producing scalable results.
- Conducted training sessions for clients on product usage and best practices.
- Gathered customer feedback to inform product improvements and updates.
- Maintained accurate records of customer interactions in CRM systems.
- Resolved customer inquiries in a timely manner while maintaining an exceptional level of service.
- Elevated customer satisfaction ratings by promptly resolving client and case issues.
Education
Bachelor of Science - Genetic Engineering
SRM University
Tamil Nadu, India01.2021
Skills
- Project Management
- Digital Marketing
- Market analysis
- Product support
- Cross-functional collaboration
- Customer relationship management
- Employee training
- CRM software
Certification
- Google certification in Project Management
- Google certification in digital marketing, SEO, analytics, email marketing, social media marketing, and brand building
- Skill Nation certification- Facebook and Instagram ads
- HIPAA compliance certification
Accomplishments
- Successfully resolved 95% of client issues within SLA timelines, significantly improving customer satisfaction scores (CSAT) and reducing ticket backlog as a Product Support Specialist at Carestack.
- Achieved a 25% reduction in average resolution time through proactive troubleshooting, process optimization, and effective cross-functional collaboration with engineering and product teams.
- Consistently maintained above 90% first-contact resolution (FCR), reinforcing client trust and enhancing overall user experience.
- Consistently achieved or exceeded all key performance indicators (KPIs), including CSAT, SLA compliance, resolution time, and quality standards, demonstrating strong accountability and performance excellence.
- Independently built and launched a profitable dropshipping e-commerce website, managing end-to-end operations including website development, digital marketing, supplier coordination, and customer support.
- Demonstrated strong customer relationship management and client engagement skills as Office Manager and Client Relations lead at Tritech Traders, successfully managing multiple client accounts, resolving escalations, and ensuring high retention and satisfaction rates.
- Completed a hands-on internship in Artificial Intelligence, gaining practical exposure to AI technologies, data analysis, and contributing to AI-driven market research strategies.
- Completed a major academic research project on L-glutaminase producing bacteria, showcasing advanced scientific research capabilities, data interpretation skills, and a commitment to in-depth problem-solving.
Timeline
Product Support Specialist
Carestack
09.2024 - 02.2025
Market Researcher-Project Mercury
Soul Ai
06.2024 - 08.2024
Office Manager/Customer Success Specialist
Tritech Traders
01.2022 - 04.2024
Bachelor of Science - Genetic Engineering
SRM University
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