Open to opportunities

sruthi pai

@sruthipai

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Experienced customer support professional with a focus on technical solutions.

India

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What I'm looking for

I am looking for a challenging role in a dynamic IT firm that values innovation and offers opportunities for professional growth.

With 9 years of experience in client and technical support across the Ed-Tech, healthcare, and banking sectors, I am passionate about enhancing user satisfaction through comprehensive system testing and customer engagement. My role in the Project DIKSHA initiative has allowed me to work closely with educators and administrators, ensuring they have access to high-quality learning materials and support.

Throughout my career, I have demonstrated a commitment to driving innovation and improving service delivery. By developing and analyzing Voice of Customer reports, I have been able to identify user trends and collaborate with internal teams to enhance our offerings. My proactive approach to customer relationships has resulted in high satisfaction rates and successful issue resolution.

I am eager to bring my diverse technical background and testing expertise to a progressive organization where I can continue to grow and contribute to impactful projects. My experience in managing user onboarding, conducting training sessions, and collaborating with cross-functional teams positions me as a valuable asset to any team.

Experience

Work history, roles, and key accomplishments

Senior Customer Support Executive

DS Max Spectra

Jan 2019 - Dec 2022 (3 years 11 months)

Led customer support for the DIKSHA project, enhancing user satisfaction through effective issue resolution and feedback management. Developed reports on user engagement and collaborated with internal teams to improve service delivery. Conducted training sessions and maintained documentation for seamless onboarding.

Customer Support Freshdesk Jira SQL Selenium Communication Training Process Improvement User Engagement

Security Analyst

WIPRO Health Initiatives

Jan 2014 - Apr 2019 (5 years 3 months)

Monitored and managed privileged accounts, ensuring authorized access and compliance with security protocols. Developed frameworks for system controls and provided technical support to users. Conducted troubleshooting and resolved access issues effectively.

MySQL Troubleshooting Security Protocols Technical Support Access Control Compliance System Monitoring

Education

Degrees, certifications, and relevant coursework

DIKSHA Project

Customer Support

2019 - 2023

Served as a Senior Customer Support Executive on the DIKSHA project, an initiative by NCERT. Engaged in customer success and support, managed user onboarding, and conducted training sessions for educators. Developed reports analyzing user trends and satisfaction metrics.

Wipro Health Initiatives

Security Analysis

2014 - 2019

Worked as a Security Analyst in the healthcare and banking domains, focusing on proactive monitoring, identity management, and system controls. Developed frameworks for access control and maintained authorized access by investigating and revoking improper access. Responsible for troubleshooting and providing technical support.