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@hithaiship
Customer success professional skilled in data analytics and support operations.
I am a customer-centric professional with a strong background in customer success, support operations, and data analytics. My expertise lies in managing customer relationships and utilizing data to drive informed business decisions, ensuring high retention rates. I have a proven track record in SLA management and developing customer lifecycle strategies that enhance overall satisfaction.
During my tenure at Infosys Ltd, I excelled as a Client Operations Analyst, where I analyzed customer data using SQL and Power BI to provide actionable insights on engagement and churn rates. I created automated dashboards for KPI tracking, which significantly improved decision-making processes. My role as a Customer Success Specialist further honed my skills in managing customer queries and ensuring SLA compliance, achieving a remarkable 95% resolution rate.
In addition to my technical skills, I possess strong communication and interpersonal abilities, allowing me to effectively engage with clients and stakeholders. I am passionate about leveraging data analytics to enhance customer experiences and am eager to contribute my skills to a dynamic team.
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Work history, roles, and key accomplishments
Infosys Ltd
Jul 2023 - Present (2 years 4 months)
Analyzed customer data using SQL and Power BI to provide insights on engagement and churn rates. Created automated dashboards for tracking KPIs, leading to improved decision-making.
Infosys Ltd
Feb 2022 - Present (3 years 9 months)
Managed customer queries and ensured SLA compliance, maintaining a 95% resolution rate. Served as a primary point of contact for clients, addressing escalations and improving satisfaction.
Day Spring IT Solutions
Feb 2021 - Present (4 years 9 months)
Provided customer support and handled candidate queries via email, phone, and chat. Assisted candidates through the hiring process, ensuring a seamless and engaging experience.
Degrees, certifications, and relevant coursework
Bachelor of Engineering, Mechanical Engineering
2017 - 2020
Studied Mechanical Engineering, focusing on core principles and applications. Gained foundational knowledge in engineering disciplines relevant to technical problem-solving.
Diploma, Mechanical Engineering
2014 - 2017
Completed a Diploma in Mechanical Engineering, acquiring practical skills and theoretical knowledge. Prepared for further studies and entry-level roles in the engineering field.
Software and tools used professionally
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