Headline

Customer Support Specialist | Aspiring Data Analyst | Sr Customer Support | SME | Team Lead

About

Customer Experience professional with 6+ years in email support operations across tech companies including Truecaller, Slice, and Wipro — with global user exposure and hands-on experience across Android and iOS platforms using CRM tools like Salesforce and Jira. At Truecaller, I owned end-to-end email support operations — from user onboarding to offboarding — handling complex product queries with accuracy and empathy. I built a strong capability in identifying issue trends across user touchpoints and converting those into actionable Jira tickets, directly influencing product improvements in close collaboration with tech teams. **What I bring:** - End-to-end email support operations and SLA management - Issue trend identification, root cause analysis, and cross-functional escalation - Hands-on with Excel, Salesforce, Azure Databricks, and SQL (upskilling) - **Proficient in AI tools** — actively use **ChatGPT and Claude (Anthropic)** for drafting support responses, summarizing tickets, knowledge base creation, and workflow automation - Strong written communication with a customer-first mindset With an MCA background and a genuine interest in data, I'm transitioning into Data Analysis and Business Analysis — combining domain expertise with analytical thinking to turn operational insights into better decisions. **Currently upskilling in:** SQL, Excel, Power BI, and data visualization. **Open to roles in:** Sr Customer Support Executive, Operations Analysis, Operations Analytics, Data Analysis, SME, TL positions in Bangalore. Let's connect!

Location

Bengaluru

Work experience

Customer Service Associate at Truecaller, Aug 2023 - Present · 3 yrs, Bengaluru, Karnataka, India, Role:Customer Service Executive - Responsibilities: - Provided comprehensive email support for diverse global customer queries. - Conducted detailed troubleshooting for Android and iOS issues, enhancing app usability worldwide. - Managed and tracked support tickets using Jira, ensuring timely resolution for international customers. - Leveraged Freshdesk for efficient customer support, improving response times and customer satisfaction globally.

Customer Support Representative at Truecaller, Aug 2023 - Present · 3 yrs, ●​ Deliver global customer support, including European regions, by resolving complex inquiries related to caller ID, fraud detection, and AI-driven service ●​ Leverage Salesforce to manage and resolve technical issues, ensuring prompt and accurate resolutions. ●​ Troubleshoot iOS and Android platform concerns, enhancing the reliability of Truecaller’s offerings. ●​ Collaborate cross-functionally with teams in Finance, Legal, and Professional Services to resolve escalations and optimize processes. ●​ Drive process improvements to enhance support efficiency and maintain high user satisfaction across diverse regions.

Customer Service Executive at slice, Aug 2022 - Aug 2023 · 1 yr 1 mo, ●​ Specialized in fintech customer support, addressing transaction disputes, Visa card issues, and payment-related queries. ●​ Utilized tools like Freshdesk and Zendesk for streamlined ticket management and efficient resolution of fintech-related concerns. ●​ Built a strong understanding of financial technology products, providing tailored solutions to user challenges.

Customer Service Representative at slice, Apr 2022 - Aug 2023 · 1 yr 5 mos, Bengaluru, Karnataka, India, Role:Customer Service Executive (Apr 2022 – Aug 2023) - Responsibilities: - Resolved customer queries via Freshdesk and Zendesk, maintaining high customer satisfaction. - Addressed and resolved customer disputes, transaction issues, and Visa card-related queries. - Improved customer experience by providing clear and effective solutions.

Associate at Wipro, Aug 2020 - Feb 2022 · 1 yr 7 mos, Bengaluru, Karnataka, India, Role:Associate (Aug 2020 – Feb 2022) - Responsibilities: - Utilized Salesforce for managing global customer relationship management, streamlining sales processes. - Generated and analyzed weekly team and daily quality reports to drive performance improvements. - Managed and trained new team members, fostering a high-performing team environment. - Conducted thorough email and call audits, ensuring adherence to quality standards for international clients.

Customer Specialist at Nestaway, May 2019 - Jun 2020 · 1 yr 2 mos, Bengaluru, Karnataka, India, Role:Customer Champion – Customer Care (May 2019 – Jun 2020) - Responsibilities: - Managed high-priority social media and CEO email escalations, ensuring timely and satisfactory resolutions. - Provided expert support to tenants and owners, enhancing overall customer satisfaction. - Collaborated with cross-functional teams to resolve complex issues, improving service delivery.

Project Trainee at IT Cell, CINS Pune University, Jan 2015 - May 2015 · 5 mos, ●​ Designed and developed dynamic web applications using ASP.NET (MVC Framework), HTML, CSS, and jQuery. ●​ Contributed to creating user-focused designs, improving the efficiency and functionality of university systems.

Education

Master of Computer Applications, Computer Programming, Specific Applications, Abhinav Education Society

Bachelor of Computer Science, Computer Science, Swami Vivekanand International School and Junior College