Shwetha Ravichandran
Angestellt, Associate Customer Success Manager, MessageBird
Frankfurt am Main, Deutschland
Über mich
A passionate Customer Experience Enthusiast and a dynamic Product Specialist with 2+ years of experience working in the B2B SaaS industry. Specializes in Tech Support, Customer Relationship Management, Technical Account Management, Customer Onboarding, Content Writing, and Digital Customer Experience. Proficient in English (C2) and German (B1) Highly organized self-starter with an ability to adapt to fast-paced and challenging environments. Actively looking for opportunities that will help me kickstart my career here in Deutschland.
Werdegang
Berufserfahrung von Shwetha Ravichandran
Bis heute 2 Jahre und 7 Monate, seit Dez. 2021
Associate Customer Success Manager
MessageBird
1 Jahr und 4 Monate, Dez. 2019 - März 2021
Self-service and Content Strategist
Freshworks
POC for all the Chatbots and self-service initiatives focused on delivering a seamless digital support experience. Expert in designing & implementing conversational bot workflows that can engage and auto-resolve customer queries. Developed frameworks that enabled the bots to achieve a 95.6% answer rate & 10% resolution rate. Reduced the chat ticket volume by 24% by redefining the support touchpoint on the self-service portal. Created & managed the content of the solution articles in the Knowledgebase.
1 Jahr und 6 Monate, Juni 2018 - Nov. 2019
Product Specialist
Freshworks
Technical Account Management for key customer accounts in the APAC and ANZ region. Solved customer issues by troubleshooting and identifying the root cause and providing business-appropriate solutions. Delivered an overall customer satisfaction rating of 95.2% on all my interactions with customers. Compiled and delivered customer shareable incident reports post support incidents. Face of the support team on Twitter and Facebook. Conducted Product Demos and training sessions for onboarding customers.
2 Monate, Jan. 2018 - Feb. 2018
Intern
Freshworks
Acquired in-depth and hands-on Product training
Ausbildung von Shwetha Ravichandran
3 Jahre und 11 Monate, Juli 2014 - Mai 2018
Computer Engineering
SASTRA University
▪ Graduated in First Class with distinction scoring a GPA of 8.03 out of 10 ▪ Top 10% of the University Dean's list for the academic year 2017-2018
Sprachen
Englisch
Fließend
Deutsch
Gut
Französisch
Grundlagen