Shristi Agarwal
Summary
Experienced support team member with an earnest and upbeat nature. Detail-oriented and organized multitasker with good communication strengths and demonstrated talent for handling dynamic and demanding needs. Experience stepping into roles and quickly making positive changes to drive company success. Resourceful Support Specialist known for high productivity and efficient task completion. Skilled in troubleshooting, technical support, and customer service management. Excel in problem-solving, communication, and adaptability, ensuring seamless operations and superior user satisfaction.
Overview
7
7
years of professional experience
Work History
Support Specialist
Ttec India Customer Solutions Pvt Ltd
Ahmedabad
03.2023 - 01.2025
- Gathering feedback from customers regarding product features, usability, and performance, and relaying this information to the product development team to drive product improvements.
- Handled eBay US buyers and sellers for their accounts, ranging from checkout to listing issues, KYC verifications, and credits.
- Collaborating with departments, such as payments and marketing, to ensure alignment on customer needs and to facilitate smooth communication and issue resolution.
- Creating and updating support documentation, including FAQs, troubleshooting guides, and knowledge base articles, to help customers and support team members find solutions independently.
- Responding to members' inquiries, troubleshooting technical issues, and providing solutions via various channels, such as email, chat, or ticketing systems.
- Operations - Providing and training guidance to teams, sharing best practices, and assisting in their professional development.
- Evaluating and monitoring support interactions for quality assurance purposes, providing feedback to team members, and implementing corrective actions as needed.
- Tracking and analyzing support metrics, such as response time, resolution time, customer satisfaction scores, and ticket volume, to identify trends and areas for improvement, and preparing reports for management.
- Assisting with troubleshooting technical issues, answering questions, and providing guidance on how to maximize the use of the platforms for teaching and learning.
- Tools: Communicator, Agent Desktop, Billing Hub, CSKB, Zoom Info, and MS Office.
- Developed strong relationships with clients through regular contact and follow-up communication.
- Managed client accounts, including billing, payments, and scheduling of services. Monitored incoming emails from clients, and responded accordingly within 24 hours.
- Assessed customer needs by gathering data through interviews, surveys or focus groups.
- Facilitated daily meetings to ensure needs and services were met and managed on-site training with professionals.
Junior Relationship Manager
Crizac Limited
04.2021 - 12.2022
- Responsibilities: Providing Solutions for International universities and Recruitment Partners
- Applying applications for the eligible students for the university and helping them with clearing all the interviews and making sure they join their respective universities on time
- Operation: Solution for international Universities and Recruitment Partners
- Closed more than 370 applications for the students applying for the international universities
- Developed and maintained relationships with educational institutions, including schools, colleges, and universities
- Acted as a primary point of contact for these clients, addressing their needs, inquiries, and concerns in a timely and professional manner
- Made the application and admission procedure very easy by bringing our Channel Partners and the Institutions on one single platform
- Stay updated on university criteria and requirements
- Attend training sessions, webinars, and conferences to enhance skills and knowledge relevant to the role
- Having mock interviews with the students for their Visa rounds and making sure they are prepared well
- Tools: MS excel, Crizac Administration Portal.
Business Associate
The Concrete Affair
06.2018 - 09.2020
- Coordinated and completed more than 5 projects by assisting in project management tasks such as scheduling, budgeting, and resource allocation by ensure that projects are completed on time, within budget, and according to client specifications
- Acting as a liaison between clients and the design team, with managing client relationships
- This involved understanding client needs, communicating project progress, addressing concerns, and ensuring client satisfaction throughout the design process
- Addressed financial management activities such as budgeting, invoicing, and financial reporting
- Ensured that projects are profitable and that the firm maintains financial health
- Coordinating with vendors and suppliers to source materials, furniture, and other items needed for design projects
- This involves negotiating contracts, managing orders, and ensuring timely delivery of goods
- Monitoring the quality of design deliverables to ensure they meet the firm's standards and client expectations
- Conducted quality assessments, provide feedback to designers, and implement improvements to processes and procedures
- This involved attending industry events
- Conducting research on industry trends, materials, and design techniques to stay updated on best practices and innovations in interior design.
Education
Diploma - Interior Design
INIFD, Kolkata
Kolkata01.2021
B. Com (Account) -
Seth Anandram Jaipuria College, Kolkata
01.2017
XII, I.S.C. -
Kerala Samajam Model School, Jamshedpur
01.2015
X, I.C.S.E. -
Kerala Samajam Model School, Jamshedpur
01.2013
Skills
- Ability to prioritize tasks
- Ability to manage workload effectively
- Ability to meet deadlines
- MS Excel
- MS word
- Ability to build rapport
- Ability to foster positive relationships
- CRM system updates
- Data analysis
- Technical troubleshooting
- Aptitude for identifying issues
- Ability to analyze root causes
- Ability to communicate effectively
- Capacity to work collaboratively
- Competence in planning
- Competence in organizing
- Competence in executing projects
- Commitment to ongoing professional development
- Commitment to lifelong learning
Accomplishments
- Interior Designing - diploma
- Drawing Courses
- Service Desktop Essentials: Enhancing Customer Support Skills course by GCX Global Learning, by eBay
- 5-star competition winner
- Seller Promote: Global Expansion course - NA by GCX Global Learning, by eBay
Amateurinterests
- Baking
- Home Organizing
- Gardening
- Dancing
Personal Dossier
- Date of Birth: 3rd July 1996
- Languages : English, Hindi, Marwadi
Timeline
Support Specialist
Ttec India Customer Solutions Pvt Ltd
03.2023 - 01.2025
Junior Relationship Manager
Crizac Limited
04.2021 - 12.2022
Business Associate
The Concrete Affair
06.2018 - 09.2020
Diploma - Interior Design
INIFD, Kolkata
B. Com (Account) -
Seth Anandram Jaipuria College, Kolkata
XII, I.S.C. -
Kerala Samajam Model School, Jamshedpur
X, I.C.S.E. -
Kerala Samajam Model School, Jamshedpur
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