Sudhanshu Ranjan
Gurgaon
Summary
Adept at elevating customer experiences and streamlining issue resolution, I leveraged my expertise in customer support and problem-solving at Indrive to enhance service quality and operational efficiency. My knack for building rapport, coupled with a solid foundation in digital advertising, drove significant improvements in customer satisfaction and brand loyalty.
Overview
4
4
years of professional experience
Work History
Technical Support Specialist
Indrive
09.2022 - Current
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Managed high levels of call flow and responded to technical support needs.
- Resolved Maximum number mails upto 200-300 in a day technical support inquiries per day.
Customer Experience Executive
Lenskart Solutions Private
10.2020 - 09.2022
- Maximized employee engagement by creating multiple contests to inspire associates to perform to measurable goals.
- Analyzed trends and provided recommendations to management regarding quality of service such as speed of resolution.
- Redesigned customer loyalty program to create more profitable traffic.
- Trained and motivated new associates on daily routines to sustain business productivity.
- Built customer confidence by actively listening to concerns and giving resolutions.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Collaborated with advertising group to create uniformity between advertising messages and retail incentives.
- Built relationships with customers and community to establish long-term business growth.
- Delivered recommendations to long-term accounts to promote brand awareness to key audience.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Education
MBA - Marketing Management And Research
Narsee Monjee Institute of Management Studies
Mumbai04-2024
Skills
- Account management
- Application support
- Customer support
- Issue research
- Digital advertising
- E-mail and direct mail marketing campaigns
- Direct marketing campaigns
- Customer Service-oriented
- Innovative
- Online marketing
- Google adwords
- Social media platforms
- Marketing tools
- Content generation
- Brand management
- Social media expert
- Content coordination
- Social media posting
- Complaint resolution
- Customer relations
- Creative problem solving
- Sales expertise
- Conflict resolution
- Stress management
- Executive management support
- Customer service
- Building rapport
- Tracking complaints
- Call center experience
- Product sales
- Client relations
- Brand representation
- Problem-solving
- Cultural awareness
- Dispute resolution
- Relationship building
- Team collaboration
Playing Cricket
Love to Play Cricket and Die-hard Fan of MS Dhoni
Timeline
Technical Support Specialist
Indrive
09.2022 - Current
Customer Experience Executive
Lenskart Solutions Private
10.2020 - 09.2022
MBA - Marketing Management And Research
Narsee Monjee Institute of Management Studies
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