Dhruv Baswal
Technical Support Specialist
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About
Technically fluent with a strong understanding of digital platforms, skilled in resolving customer issues and promoting upsell opportunities. Proven success in driving sales by offering extended loan plans, credit options, and Buyer Protection Policies.
Experience in lead generation, follow-ups, and upselling add-on services like accommodation and visa assistance. Quick learner, adept at using new technologies to improve customer satisfaction and drive revenue.
Experience
Business Advertisement Support at Concentrix (2025-06 – 2026-06)
Facebook process
- Handled high profile tickets for Facebook
- Helping resolve customer's errors in creating advertisements and business tools
- Conducting calls with HNI client to document fraud and hacking incidents on their account
- Field of work: Advertisement Tools, Payment failures, Fraud, Hacking incidents, Recovery of hacked accounts for Renowned personalities.
Consumer Payments Support at Tech Mahindra (2024-06 – 2025-02)
Klarna process
- Handled inbound chats for a credit giant called KLARNA, based in Switzerland.
- Helping resolve customer's errors in using the platform.
- Conducting calls with client to solve queries related to platform.
- Field of work: Payments, documenting frauds, Hacking incidents, Recovery of hacked accounts
Customer Support and Upselling at MiM-Essay (2023-10 – 2024-05)
- Qualified and filtered leads for the sales team, streamlining consultations and boosting conversion rates by ensuring high quality prospects.
- Managed post-consultation follow-ups via WhatsApp, engaging leads with personalized messages, addressing queries, and creating urgency through FOMO strategies to drive package purchases.
- Upselling add-on plans such as accommodation, flight booking, visa assistance, and loan services to existing customers
Education
Bachelor of Science in Computer Science – Kirorimal College, University of Delhi (2022 – 2025)
