Sakshi Gupta
Dubai
Summary
As a Client Support Specialist and being a crucial point of contact between the organization and the valued clients, my primary responsibility is to ensure that our clients receive exceptional support and assistance throughout their interactions with products and services. My role requires a unique blend of technical expertise, communication skills, and a customer-centric mindset.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Care Specialist
Zen Zero Vending LLC
09.2024 - Current
- Verified accuracy of customer account information and updated when necessary.
- Fostered productive professional relationships with emphasis on exceptional customer service.
- Guaranteed the accuracy of customer data management through effective use of SAP software.
- Work closely with team to create and execute impactful sales strategies.
- Examined customer responses to detect trends and enhancement opportunities in products and services.
- Addressed customer inquiries and resolved complaints promptly.
Customer Support Specialist
Brightly Software - A Siemens Company
09.2023 - 08.2024
- Proactively identified and implemented process improvements, resulting in a 20% reduction in average handling time for client support tickets.
- Identifying opportunities to improve customer satisfaction or streamline support processes and providing feedback to the relevant departments.
- Established warm and friendly rapport whilst interacting with customers by phone, email and on live chat.
- Resolved customer queries over phone and by email.
- Led team meetings to discuss performance metrics, share best practices, and set goals for improvement.
- Streamlined customer support processes, reducing response times and improving issue resolution efficiency.
Customer Support Executive
Leegality
10.2022 - 08.2023
- Conducted thorough analysis of customer feedback and data to identify trends and areas for improvement in the company's products and services
- Trained and mentored new customer support representatives, fostering a positive and knowledgeable team environment that consistently met and exceeded performance targets.
- Ensured customer service stayed excellent, attentive and helpful by proactively going the extra mile to assist customer needs.
- Provided exceptionally high levels of customer service via live chat, email, phone and social media.
Software Support Analyst
Capgemini
02.2019 - 10.2022
- Utilized advanced data analysis techniques to identify trends and patterns, resulting in improved forecasting accuracy and proactive decision making
- Addressing customer inquiries by monitoring the GPS locations of delivery personnel
- Facilitated the integration of GPS tracking capability into customer applications.
- Conducted regular system tests and maintenance checks to prevent potential disruptions.
- Analysed user feedback to identify patterns, informing the development of more intuitive software interfaces.
- Managed a high volume of support tickets, prioritising according to urgency and impact.
Application Support Specialist
GDI
07.2016 - 02.2019
- Analyzed and mapped data and wrote SQL scripts to extract data from SQL databases
- Participated in on-site requirements gathering sessions and translated client requirements to determine project scope
- Accommodated delivery challenges specific to SaaS delivery environment.
- Spearheaded initiatives to streamline application support processes, boosting team productivity.
- Troubleshoot and debugged software to check and rectify discrepancies.
Education
Master's degree - Information Technology
Bharti Vidya Peeth
2018
Certificate of Higher Education - Computer Application
JIMS
2015
Skills
- Solution-Oriented Mindset
- Work Culture Adaptability
- Technical Proficiency
- Detail-Oriented
- Query resolution techniques
- Live chat support
- Multi-Tasking in it systems
- Customer service orientation
- Payment processing
- Customer relations
Certification
Project Management Certificate by Career-Ninja -
- Comprehensive certification covering project management methodologies.
- Validates proficiency in project planning, execution, monitoring, and closure.
- Demonstrates expertise in project scope management, time management, cost management, quality management, risk management, and stakeholder management.
- Emphasizes communication skills, leadership abilities, ethical standards.
- Professional conduct in project management.
Languages
English
Intermediate
B1
Hindi
Intermediate
B1
Timeline
Customer Care Specialist
Zen Zero Vending LLC
09.2024 - Current
Customer Support Specialist
Brightly Software - A Siemens Company
09.2023 - 08.2024
Customer Support Executive
Leegality
10.2022 - 08.2023
Software Support Analyst
Capgemini
02.2019 - 10.2022
Application Support Specialist
GDI
07.2016 - 02.2019
Certificate of Higher Education - Computer Application
JIMS
Project Management Certificate by Career-Ninja -
- Comprehensive certification covering project management methodologies.
- Validates proficiency in project planning, execution, monitoring, and closure.
- Demonstrates expertise in project scope management, time management, cost management, quality management, risk management, and stakeholder management.
- Emphasizes communication skills, leadership abilities, ethical standards.
- Professional conduct in project management.
Master's degree - Information Technology
Bharti Vidya Peeth
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