Arunima -

@arunima

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Customer Support Analyst with expertise in technical issue resolution.

India

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What I'm looking for

I am seeking a role that allows me to leverage my analytical skills and customer support experience in a collaborative environment, with opportunities for professional growth.

With over 3 years of experience as a Customer Support Analyst, I have honed my skills in providing high-quality client support and resolving complex technical issues. My journey has been marked by a commitment to improving operational efficiency and enhancing customer satisfaction through effective troubleshooting and documentation. I thrive in dynamic work environments, where my analytical approach and problem-solving skills enable me to contribute meaningfully to cross-functional teams.

At Eltropy, I successfully managed and resolved over 100 technical issues monthly, collaborating closely with engineering teams to reduce post-release incidents by 15%. My role involved not only addressing client concerns but also leading initiatives like the deployment of chatbots, which significantly improved customer service. I believe in the power of data-driven decision-making, as evidenced by my experience in conducting trend analysis to inform risk assessments and operational strategies.

Previously, as a Customer Success Executive at ICT Circle, I played a pivotal role in enhancing client onboarding processes and optimizing communication strategies, resulting in a 35% increase in customer satisfaction. My educational background, including an MBA and a Bachelor's in Economics, complements my professional experience, equipping me with a solid foundation in analytical thinking and business acumen. I am passionate about leveraging my skills to create seamless customer experiences and drive organizational success.

Experience

Work history, roles, and key accomplishments

Customer Support Analyst

Eltropy

Oct 2022 - Jul 2023 (9 months)

Managed and resolved over 100 technical issues monthly via Jira, ensuring adherence to client satisfaction standards. Partnered with engineering teams to troubleshoot and test new releases, reducing post-release incidents by 15%. Led the deployment of chatbots for Tier 2 credit unions, enhancing operational efficiency and customer service.

Client Services Troubleshooting Jira Documentation Data Analysis Technical Proficiency Escalation Management Team Collaboration

Customer Success Executive

ICT Circle

Oct 2021 - Oct 2022 (1 year)

Troubleshot and resolved customer issues related to platform onboarding, increasing satisfaction by 35%. Collaborated with marketing teams to improve client communication and engagement strategies. Analyzed customer feedback and sector trends to provide actionable insights for product and process improvement.

Customer Support Onboarding Client Communication Data Analysis Process Improvement Documentation Team Collaboration

Junior Data Analyst

ICT Circle

Oct 2020 - Oct 2021 (1 year)

Analyzed sales trends using advanced Excel techniques, driving data-informed decisions. Processed and validated large datasets in HubSpot, ensuring data accuracy and efficiency. Provided insights from customer feedback, enabling improved user experience and satisfaction.

Data Analysis Excel HubSpot Sales Customer Feedback Risk Assessment

Intern

Outlook Groups

Jun 2021 - Aug 2021 (2 months)

Conducted customer satisfaction analysis for an online magazine, offering actionable recommendations. Optimized internal resources to balance supply chain management requirements effectively.

Customer Satisfaction Analysis Supply Chain Management Resource Management

Education

Degrees, certifications, and relevant coursework

IBS Certification

Certification, Digital Marketing

Pursuing a Digital Marketing Certification to enhance skills in digital marketing strategies and tools.

Lovely Professional University

Master of Business Administration, Business Administration

2020 - 2022

Completed a Master of Business Administration (MBA) focusing on various aspects of business management, including strategic planning, marketing, and operational efficiency.