Open To Work
SHRUTI THAKUR
Cuustomer Support/ Success
Pune
Work Preference
Summary
Customer Support and Customer Success professional with 5+ years of experience in high-volume SaaS and customer operations, specializing in case management, issue resolution, account management, escalation handling, and customer retention. Experienced in managing 60+ daily customer interactions across calls, emails, and meetings, resolving 3,000+ customer cases, and maintaining 97.75% CSAT. Skilled in Salesforce CRM, Snowflake, Glean AI, Looker, MS Office, Jira escalations, customer communication, documentation, troubleshooting, stakeholder management, and process improvement, with a track record of improving response times and delivering positive customer experience and customer retention.
Overview
6
6
years of professional experience
Work History
Enterprise Customer Support Associate
Zocdoc
03.2024 - Current
- Coordinated day-to-day client support for 100+ enterprise client requests daily, reinforcing client satisfaction, engagement, retention, and product adoption.
- Lead enterprise client relationships as the primary contact, aligning 5+ cross-functional teams to address complex issues, and proactively limit churn. Guide onboarding and product adoption for over 50 enterprise clients by developing onboarding resources that strengthen engagement and create a smoother customer journey.
- Leverage Salesforce, Looker, and Snowflake to manage client interactions, analyze account insights, and enable data-driven customer decisions.
- Manage provider profiles to support platform engagement, and directly contribute to client revenue, standardized.
- Streamlined escalation and ticket-management processes, cutting turnaround time for high-priority client issues.
- Preserved 100% quality score while processing high-volume enterprise requests through emails, calls, and meetings.
- Optimized the enterprise onboarding experience by accelerating turnaround time and delivering an 8% improvement.
- Trained new associates on scheduling workflows, escalation paths, and service quality standards.
Customer Support Specialist
Zinrelo
02.2023 - 07.2023
- Managed customer queries and complaints through structured case handling, ensuring accurate documentation and timely follow-up.
- Coordinated 60+ customer interactions through calls, emails, and follow-ups, prioritizing issues by urgency and ensuring timely closure.
- Resolved merchant support tickets involving loyalty platform configuration, account access, and campaign setup.
Senior Business Development Executive
Integra Global Solutions (Handdy)
03.2022 - 01.2023
- Drove business growth for the organization through direct sales contribution and team support.
- Contributed both individually and as part of a team toward business development targets by onboarding more than 110 B2B clients.
- Developed client relationships through consultative outreach, needs analysis, and solution positioning.
Customer Success / Account Manager
We360.ai
02.2021 - 02.2022
- Managed customer accounts and ongoing relationships, resolving service issues, and coordinating requests while maintaining accurate account information.
- Handled 60+ customer touchpoints through calls, emails, meetings, and follow-ups, prioritizing requests, and ensuring timely responses.
- Identified account risks, proactively addressed customer concerns, and coordinated internal actions to strengthen customer retention.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
Business Development Officer
We Win Limited
05.2020 - 01.2021
- Drove sales growth for the Goqii Smart Vital smartwatch through direct customer engagement.
- Managed client relationships to support retention, satisfaction, and repeat opportunities.
Education
Bachelor's Degree - Journalism and Mass Communication
LNCT University
Bhopal05.2022
Skills
Customer Support & Success (Expert)
Escalation Management (Expert)
Salesforce ticket management
Client management
Process Improvement
Accomplishments
- Completed 3,000+ customer cases at Zocdoc with top customer satisfaction survey scores.
- Contributed to a 70% increase in SaaS product usage through improved account engagement.
- Revived 60% of lost potential clients and partners through targeted engagement and marketing strategies.
Timeline
Enterprise Customer Support Associate
Zocdoc
03.2024 - Current
Customer Support Specialist
Zinrelo
02.2023 - 07.2023
Senior Business Development Executive
Integra Global Solutions (Handdy)
03.2022 - 01.2023
Customer Success / Account Manager
We360.ai
02.2021 - 02.2022
Business Development Officer
We Win Limited
05.2020 - 01.2021
Bachelor's Degree - Journalism and Mass Communication
LNCT University