Open to opportunities

Apoorv User

@apoorvuser1

Customer Support Specialist with 3+ years' experience resolving complex issues, boosting retention, and managing social media escalations.

India

Message

What I'm looking for

I seek a role focused on escalation management and retention within a collaborative, improvement-oriented company where I can drive measurable customer satisfaction and process improvements.

I am a customer support specialist with over three years of experience resolving complex issues, handling social media escalations, and improving customer satisfaction and retention. I consistently deliver measurable results—improving satisfaction by 15% and surpassing retention targets.

I have hands-on experience across product support, social media crisis management, field deployments for medical devices, and frontline voice support; I handled 60+ daily escalations and achieved an 80% first-call resolution rate in past roles. I collaborate cross-functionally, train clients and community members, and use tools like HubSpot and Google Sheets to meet SLAs and performance goals.

I seek to bring my escalation management, retention-focused approach, and continuous-improvement mindset to an innovative company where I can drive outstanding client service and process improvements.

Experience

Work history, roles, and key accomplishments

Current

Support/Retention Specialist

Current

Sunfox Technologies

Jun 2024 - Present (1 year 4 months)

Delivered expert-level product support and escalation handling, improving customer satisfaction by 15% and achieving a 7% retention rate, exceeding targets by 2%. Conducted field deployments and training for ECG device use across Uttarakhand and Western UP.

Customer Retention Training Google Sheets MS Office Deployment

Social Media Escalations Specialist

FirstCry.com

Oct 2022 - May 2024 (1 year 7 months)

Handled 60+ daily social media escalations, maintained SLA adherence and improved sentiment by 25% through crisis management across Play Store, App Store, Facebook, and Twitter.

Social Media Escalation Management Crisis Management HubSpot SLA Management Sentiment Improvement English Hindi

Customer Care Executive

iEnergizer

Feb 2022 - Aug 2022 (6 months)

Resolved 90+ customer queries daily for Flipkart voice process with an 80% first-call resolution rate and de-escalated 70% of conflicts, contributing to improved customer satisfaction.

Call Resolution Customer Satisfaction MS Office English Hindi