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Dhruvi Pandya

@dhruvipandya

Customer Success Lead at InfoEdge (Naukri), where I managed 1,000+ clients and improved retention by 30%.

At InfoEdge (Naukri), I managed a portfolio of 1,000+ clients and improved retention by 30%. I achieved 96% CSAT while ensuring SLA compliance.

I delivered training and resolved escalations at InfoEdge (Naukri). At IndiaMART, I increased onboarding by 35%, and at Justdial I maintained 95% CSAT while reducing onboarding time by 20%.

Earlier, I handled customer support and issue resolution at Flipkart, then supported website operations and coordinated issue resolution at HCL. Through Deloitte Australia job simulations on Forage, I created a Tableau data dashboard, classified data in Excel, and identified suspicious user activity from web logs.

Experience

Work history, roles, and key accomplishments

IN

Associate Senior Executive

InfoEdge (Naukri)

Sep 2022 - Oct 2025 (3 years 1 month)

Managed a portfolio of 1,000+ clients, achieving a 30% retention improvement and 96% CSAT. Delivered training and resolved escalations while ensuring SLA compliance.

Customer Success Account Management Customer Retention SLA Management Escalation Management Training CSAT

IN

Client Acquisition Associate

IndiaMART

Jul 2021 - Jun 2022 (11 months)

Increased client onboarding by 35% and improved overall customer experience.

Client Onboarding Customer Experience Sales

JU

Customer Service Representative

Justdial

Apr 2019 - Apr 2021 (2 years)

Maintained 95% CSAT and reduced onboarding time by 20%.

Customer Service CSAT Onboarding

FL

Customer Support Executive

Flipkart

Jan 2018 - Feb 2019 (1 year 1 month)

Handled high-volume customer support and resolved issues efficiently.

Customer Support Issue Resolution

HC

Project Support Executive

HCL

Sep 2016 - Oct 2017 (1 year 1 month)

Supported website operations and coordinated issue resolution.

Project Support Website Operations Issue Coordination

Education

Degrees, certifications, and relevant coursework

HT

H.R. Institute of Engineering & Technology

Bachelor of Technology, Electronics & Communication Engineering

2011 - 2015

Pursued a Bachelor of Technology in Electronics & Communication Engineering from 2011 to 2015.

FO

Forage

Deloitte Australia Data Analytics Job Simulation, Data Analytics

Completed a Deloitte Australia Data Analytics job simulation involving data analysis, dashboard creation in Tableau, and Excel-based classification.

FO

Forage

Deloitte Australia Cyber Job Simulation, Cyber Security

Completed a Deloitte Australia Cyber job simulation involving reading web activity logs and identifying suspicious user activity.

Tech stack

Software and tools used professionally

Tableau

Zendesk

HubSpot

Microsoft Excel

Availability

Looking for a job

Location

India

Authorized to work in

Salary expectations

664k+ INR

Job categories

Customer Success Lead Account Manager Customer Service Customer Support Executive Project Executive Client Acquisition Associate

Skills

Customer Success Account Management Customer Retention Client Onboarding SLA Management KPI Management Escalation Management Service Delivery Customer Satisfaction Process Improvement Customer Training CRM HubSpot Zendesk Excel

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