Swastik Bhardwaj
Gurgaon
Summary
Experienced Assistant Manager with 10 years in the CPAAS industry, seeking a Manager role. Proven track record in delivering exceptional support, building relationships, and driving satisfaction. Strong communication, problem-solving, and team collaboration skills. Passionate about providing outstanding service and fostering customer loyalty. Ready to contribute to a dynamic customer service team.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Assistant Manager | Email |
ValueFirst Digital Media Pvt Ltd
Gurugram
02.2021 - Current
- Handling top 30 clients in Email portfolio.
- Experienced professional in Ticketing Management and Campaign Management, with a focus on deliverability
- Proficient in handling onboarding requests, coordinating with internal teams, and providing comprehensive support
- Skilled in email delivery-related queries, campaign execution, and managing feature requests
- Knowledgeable in DNS configurations, warm-up support, and IP/domain management
- Strong expertise in database scrubbing, segmentation, and HTML optimization for effective campaigns
- Experienced in creating CTAs, layouts, and header personalization, ensuring template responsiveness
- Proficient in conducting subject line testing, image-text ratio monitoring, and AB testing
- Skilled in implementing pre-header and identifying optimal send times
- Knowledgeable in automation journeys, preference center implementation, and panel support features
- Experienced in managing SMTP relay, SMTP API, JSON API, and FTP reporting
- Proficient in tools such as SendGrid API, Octane, Infinito, Zendesk, JIRA, and Google Analytics
- Skilled in monitoring IP/domain reputation, implementing SPF/DKIM/DMARC, and controlling spam and unsubscribes
- Knowledgeable in reputation and reporting tools like MXToolbox, Inbox-Monster, and Google Postmaster
- Strong track record of successful campaign management and delivering high-quality results.
Sr Customer Associate
Benchmark IT solutions Pvt Ltd
Gurugram
08.2018 - 01.2021
- Managed client inquiries and provided support through Zendesk ticketing system and live chat
- Assisted clients with wide range of features, including inbox checker, segmentation, signup forms, emails, surveys, autoresponders, and automation
- Tracked and analyzed campaign performance using UTM parameters, Google Analytics integration, and comprehensive metrics
- Ensured optimal email deliverability by offering inbox placement suggestions, adhering to best practices, and resolving blacklisting issues
- Provided centralized support to clients across multiple regions, including US, UK, China, Germany, Italy, Taiwan, Brazil, Mexico, and India
- Proficient in account management tasks, including plan information, billing, domain verification, payments, upgrades/downgrades, and account cancellations
- Successfully integrated platform's API with third-party services, such as WordPress, Shopify, Jotform, Survey Monkey, and eBay.
Customer Service Associate
SARSO BIZNET INTERNATIONAL PVT LTD
AMRITSAR
06.2012 - 08.2018
- Effectively respond to customer questions through email and chat channels, providing prompt answers with 99.9% resolution
- Resolve customer complaints quickly and effectively, following Service Level Agreement (SLA) requirements
- Work with internal teams to expedite issue resolution and improve customer support
- Recognize and escalate customer requests to managers when there are intricate problems that require additional attention
- Provided customer feedback to management and identified areas of improvement for products and services
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
- Responded proactively and positively to rapid change.
Education
Bachelor of Science Computer Science -
RCERT Jaipur
06.2011
Skills
- Team Building and Mentoring
- Adaptability
- Communication
- Strategic Thinking
- Leadership
- Empathy and Patience
Certification
- 07/01/23, Develop Your Communication Skills and Interpersonal Influence
- 06/01/23, Develop Your Strategic Planning Skills
Timeline
Assistant Manager | Email |
ValueFirst Digital Media Pvt Ltd
02.2021 - Current
Sr Customer Associate
Benchmark IT solutions Pvt Ltd
08.2018 - 01.2021
Customer Service Associate
SARSO BIZNET INTERNATIONAL PVT LTD
06.2012 - 08.2018
Bachelor of Science Computer Science -
RCERT Jaipur
- 07/01/23, Develop Your Communication Skills and Interpersonal Influence
- 06/01/23, Develop Your Strategic Planning Skills
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