Swastik Bhardwaj
Assistant Manager | Customer Experience
Gurgaon
Summary
Experienced Assistant Manager with 10 years in the CPAAS industry, seeking a CSM 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
11
11
years of professional experience
4
4
years of post-secondary education
3
3
Certifications
Work History
Assistant Manager
ValueFirst Digital Media Pvt Ltd
Gurugram
2021.02 - Current
- 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
2018.08 - 2021.01
- Managed client inquiries and provided support through Zendesk ticketing system and live chat.
- Assisted clients with a 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 the 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
2012.06 - 2018.08
- Effectively respond to customer questions through email and chat channels, providing prompt answers.
- Offer comprehensive and accurate information to customers, going the extra mile to ensure their queries are addressed.
- 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.
Education
Bachelor of Science - Computer Science
RCERT
Jaipur, Rajasthan 2007.07 - 2011.06
Skills
Team Building and Mentoring
Adaptability
Communication
Strategic Thinking
Leadership
Empathy and Patience
Certification
Develop Your Communication Skills and Interpersonal Influence
Timeline
Develop Your Communication Skills and Interpersonal Influence
2023-07
Develop Your Strategic Planning Skills
2023-06
Assistant Manager
ValueFirst Digital Media Pvt Ltd
2021.02 - Current
Sr Customer Associate
Benchmark IT solutions Pvt Ltd
2018.08 - 2021.01
Customer Service Associate
SARSO BIZNET INTERNATIONAL PVT LTD
2012.06 - 2018.08
Bachelor of Science - Computer Science
RCERT
2007.07 - 2011.06