Summary
Overview
Work History
Skills
Accomplishments
Affiliations
References
Timeline
Generic

Shruthi Sc

Bangalore

Summary

Customer experience professional with expertise in training, knowledge management, chatbot development, and retention strategies. Skilled in setting up and optimizing chat support, outbound engagement, and customer retention processes. Strong background in training delivery, SOP creation, quality audits, and process improvement to enhance efficiency and customer satisfaction. Experienced in leading outbound teams, developing call strategies, and implementing automation solutions. Open to opportunities in customer experience, training, process improvement, and retention management.

Overview

13
13
years of professional experience

Work History

Training, Knowledge Management & Outbound Lead

Ninjacart
Bangalore
06.2023 - Current
  • Designed and delivered training programs, onboarding, and refresher sessions.
  • Developed and maintained the knowledge base, SOPs, and FAQs.
  • Built chatbots to automate customer support.
  • Led outbound and retention teams, optimizing call strategies and engagement.
  • Created call scripts and workflows to improve reactivation and reduce churn.
  • Analyzed data to enhance retention and align strategies with business goals.

Quality Assurance Analyst

Ninjacart
Bangalore
04.2022 - 06.2023
  • Led the setup of the chat support process from scratch, defining workflows, response guidelines, and best practices.
  • Developed a comprehensive knowledge base to streamline agent responses and improve resolution efficiency.
  • Created and implemented quality scorecards and evaluation frameworks tailored to chat interactions.
  • Provided insights to enhance customer experience by analyzing chat interactions and identifying improvement areas.
  • Collaborated with training and operations teams to ensure a smooth transition to chat-based support.
  • Assisted in policy documentation and process standardization for chat support.
  • Ensured adherence to service quality benchmarks and optimized response time efficiency.

Senior Customer Support Executive

Firstsource Solutions Pvt.Ltd
Bangalore
08.2020 - 02.2022
  • Handled customer inquiries and resolved issues through live chat with a focus on quick response times and customer satisfaction.
  • Maintained high accuracy and efficiency while handling multiple chat conversations simultaneously.

Customer Support Representative

ANI Technologies Pvt Ltd
Bangalore
12.2017 - 05.2020
  • Maintained comprehensive knowledge of products and services, ensuring accurate information was provided to customers.
  • Exceeded performance metrics by consistently providing high-quality support to clients.

Tele Sales Representative

Eloquence Consulting Private Limited
Bangalore
01.2015 - 11.2017
  • Generated sales by prospecting leads, cold calling and negotiating advantageous deals.
  • Used scripted sales strategies to converse with customers reached by manual dialling and automatic systems.

Research Analyst

Leadgen Technologies India Private Limited
Bangalore
01.2012 - 01.2015
  • Doing online research on the doctor's data given and collecting the complete details
  • Ensure that work is done on time

Skills

  • Employee training
  • Process improvement
  • Data analysis
  • Knowledge management
  • Quality assurance
  • Customer support

Accomplishments

  • Recognized for successfully creating and implementing a Knowledge Base, improving process efficiency.
  • Awarded for developing and deploying a chatbot, enhancing customer support automation.

Affiliations

  • Led as captain in office sports activities during team outings.
  • Won two championships, demonstrating leadership, teamwork, and competitive spirit.

References

References available upon request.

Timeline

Training, Knowledge Management & Outbound Lead

Ninjacart
06.2023 - Current

Quality Assurance Analyst

Ninjacart
04.2022 - 06.2023

Senior Customer Support Executive

Firstsource Solutions Pvt.Ltd
08.2020 - 02.2022

Customer Support Representative

ANI Technologies Pvt Ltd
12.2017 - 05.2020

Tele Sales Representative

Eloquence Consulting Private Limited
01.2015 - 11.2017

Research Analyst

Leadgen Technologies India Private Limited
01.2012 - 01.2015

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Shruthi Sc