Vaishnavi Joshi
Platform Support Specialist
Bengaluru,Karnataka
Summary
Versatile and results-driven Support Specialist with proven expertise in handling data management, technical troubleshooting, and personnel support in fast-paced, distributed environments. Known for being self-motivated, detail-oriented, and consistently responsive to team and organizational needs. Strong interpersonal and problem-solving skills, with a focus on delivering seamless support and improving operational efficiency.
Overview
6
6
years of professional experience
1
1
Certification
5
5
Languages
Work History
Platform Support Specialist
ZeroFox
03.2024 - Current
- Efficiently managed 60-70 support tickets daily, consistently delivering accurate resolutions with a 100% quality score and zero deviations from process standards.
- Delivered prompt, personalized, and empathetic customer support via email tickets using Zendesk, maintaining a high first-touch resolution rate and adhering to SLAs.
- Actively contributed to internal process improvement by updating macros and revising Knowledge Base (KB) articles in response to product changes and team feedback.
- Monitored recurring customer issues and proactively shared insights with senior team members to help refine support processes and enhance overall user experience.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
- Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
- Played key role in achieving industry-leading customer service ratings by consistently delivering beyond expectations.
- Conducted regular follow-ups with customers to ensure their issues were fully resolved and to gather feedback for service improvement.
Customer Support Executive
Amazon Development Services
10.2021 - 02.2024
- Improved customer satisfaction by efficiently addressing and resolving inquiries, concerns, and complaints.
- Listened to customers' questions and concerns to provide answers or responses.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Managed high-stress situations effectively while maintaining a calm demeanor and providing empathetic support to customers facing challenges or frustration.
- Streamlined support processes for faster resolution times and increased customer loyalty.
- Mentored junior team members to enhance their skills and improve overall team performance.
- Collected customer information and analyzed customer needs to recommend potential products or services.
- Negotiated with suppliers to expedite part replacements for customers, enhancing service satisfaction.
Business Analyst
Tata Consultancy Services (TCS)
Bengaluru
12.2016 - 02.2019
- Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
- Developed high-quality documentation to support training efforts, helping employees fully understand new systems and procedures.
- Interacted with internal customers to understand business needs and translate into requirements and project scope.
- Optimized workflow processes to enhance overall productivity and achieve operational excellence.
- Conducted in-depth business analysis to identify key performance drivers and improve strategic decision- making.
- Managed multiple processes, leveraging a strong understanding of critical business factors to enhance operational efficiency.
- Provided comprehensive client support, aligned KPO processes with business goals, and implemented data- driven improvements to drive growth.
Education
Bachelor of Commerce (B.Com) -
Vijaya College
Bengaluru, KarnatakaPre-University College -
Surana College
Bengaluru, KarnatakaSkills
Customer service
undefinedAdditional Information - Description
An experienced Customer Support Specialist skilled in assisting clients across diverse industries, delivering technical solutions, and ensuring exceptional service. Adept at managing high-volume inquiries, efficiently resolving issues, and maintaining customer satisfaction. Proficient in product knowledge, troubleshooting, and cross-functional collaboration to enhance service delivery and drive customer success.
Summary
Resourceful and detail-oriented professional with a strong background in Customer support roles, known for delivering high-quality results in fast-paced environments. Proven ability to handle complex tasks such as data analysis, technical troubleshooting, and cross-functional coordination. Adept at identifying issues, implementing effective solutions, and supporting organizational goals with a proactive and collaborative approach. Excellent communication, problem-solving, and interpersonal skills, with a commitment to continuous learning and process improvement. Seeking to contribute to a dynamic organization where skills and initiative are valued.
Accomplishments
- Supervised team of 8-12 staff members.
- Addressed and streamlined a communication gap between teams, which led to faster resolution times and improved collaboration.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Certification
Google Cybersecurity
Timeline
Google Cybersecurity
05-2025
Platform Support Specialist
ZeroFox
03.2024 - Current
Customer Support Executive
Amazon Development Services
10.2021 - 02.2024
Business Analyst
Tata Consultancy Services (TCS)
12.2016 - 02.2019
Bachelor of Commerce (B.Com) -
Vijaya College
Pre-University College -
Surana College
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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