Aditi Shirodkar
New Westminster,BC
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
16
16
years of professional experience
Work History
Senior Customer Support Analyst
Productboard
06.2020 - Current
- Owned the complete end-to-end customer experience, acting as the primary point of contact for technical issues and escalating more complex problems to senior support team members as needed.
- Delivered first-line technical support to customers via email and ticketing systems, ensuring quick and effective issue resolution.
- Boosted user performance by 50% by leading software training, facilitating rapid product adoption and ensuring customer satisfaction.
- Troubleshot and resolved over 300 customer issues monthly, consistently maintaining a 99% CSAT score.
- Accurately documented all customer interactions and troubleshooting steps in the CRM system, enhancing service transparency and efficiency.
- Contributed to the development and maintenance of knowledge base articles, promoting self-service support for customers.
- Collaborated closely with cross-functional teams, including product development and QA, to escalate and resolve complex issues, ensuring alignment with customer needs.
- Led the adoption of new support protocols, reducing response time by 20%, and mentored junior analysts to enhance team problem-solving capabilities.
- Stayed updated on product features, enhancements, and industry trends, ensuring the delivery of accurate and up-to-date information to customers.
Business Analyst - Customer Support Specialist
Tata Consultancy Services Pvt Ltd
02.2016 - 03.2019
- Provided first-line technical support by analyzing client feedback and suggesting improvements in service delivery to management.
- Managed and escalated complex change requests by collaborating with technical teams, ensuring timely and efficient resolution.
- Increased application usage by 10% through training 300+ users, leading to faster problem resolution and higher customer satisfaction.
- Maintained strong partnerships with clients, ensuring project completion aligned with their needs and timelines.
- Contributed to the knowledge base by documenting solutions and troubleshooting processes, improving the overall customer support experience.
Senior Analyst
Maersk Global Services Pvt Ltd
01.2015 - 01.2016
- Exceeded performance targets by implementing customer-focused strategies, enhancing overall satisfaction rates.
- Developed and maintained comprehensive SOPs and training materials, significantly improving departmental efficiency.
- Created and analyzed RACI models and GAP analysis, demonstrating strong analytical and process improvement skills.
- Initiated resolutions for product or service failures, leading to improved customer satisfaction and loyalty.
Assistant Manager
NSDL Database Management Ltd
01.2013 - 01.2015
- Managed client communication, addressing over 60 inquiries daily, and ensuring high standards of customer service.
- Implemented product enhancements and provided training to 200+ users, improving system utilization and customer satisfaction.
- Spearheaded the creation of new training programs for users on feature updates, fostering better system adoption and customer satisfaction.
Senior Software Engineer
Accenture Services Pvt Ltd
08.2008 - 09.2010
- Collaborated closely with clients and onshore teams to identify and deliver tailored software solutions, ensuring alignment with client requirements.
- Developed and tested Java/Javascript code deliverables, ensuring seamless software performance and adherence to quality standards.
- Managed database operations, including the creation, modification, and repair of tables, which supported high-quality software solutions.
Education
MBA - Finance -
University Of Mumbai - Vidyalankar Institute Of Technology
05.2012
Bachelor of Engineering - Computer - undefined
University Of Mumbai - Vidyalankar Institute Of Technology
05.2008
Skills
- Verbal and Written Communication
- Friendly and Patient
- Solution Testing and Implementation
- Multitasking and Prioritization
- Training Materials Development
- Production Support
- Remote Support
- Incident Management
Languages
English
Full Professional
Timeline
Senior Customer Support Analyst
Productboard
06.2020 - Current
Business Analyst - Customer Support Specialist
Tata Consultancy Services Pvt Ltd
02.2016 - 03.2019
Senior Analyst
Maersk Global Services Pvt Ltd
01.2015 - 01.2016
Assistant Manager
NSDL Database Management Ltd
01.2013 - 01.2015
Senior Software Engineer
Accenture Services Pvt Ltd
08.2008 - 09.2010
MBA - Finance -
University Of Mumbai - Vidyalankar Institute Of Technology
Bachelor of Engineering - Computer - undefined
University Of Mumbai - Vidyalankar Institute Of Technology
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