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
02.2021 - 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
08.2018 - 01.2021
- 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
06.2012 - 08.2018
- 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 07.2007 - 06.2011
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
07-2023
Develop Your Strategic Planning Skills
06-2023
Assistant Manager
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
07.2007 - 06.2011