Application Support Engineer - Aptean India Pvt Ltd
(2022-08)
Delivered end-to-end ERP customer support via phone, email, and chat; opened and managed cases in Salesforce capturing issue details, error messages, and customer data with accuracy.
- Managed 40–60 cases per week in Salesforce CRM, reviewing case priority, populating case details, and proactively sourcing missing information from clients to ensure strict SLA adherence.
- Achieved 95%+ SLA compliance through systematic troubleshooting, data review, and deep product knowledge — ensuring timely case closure with accurate resolution documentation.
- Collaborated with global R&D and Engineering teams to escalate complex cases after thorough investigation, maintaining SLA compliance and providing ongoing status updates to customers.
- Identified recurring platform issues and partnered with internal teams to drive product, documentation, and process improvements — reducing repeat incidents by 20%.
- Advised customers on ERP best practices to improve efficiency, accuracy, and adoption; supported software installation and upgrades while consistently meeting KPIs including first-contact resolution and CSAT scores.
- Authored knowledge base articles (KBAs) and SOPs to empower customer self-service and ensure team consistency in support delivery.
- Mentored junior team members on SOP adherence, case documentation best practices, and escalation protocols — improving overall team efficiency and resolution quality.
- Designed AI-driven automation solutions to streamline repetitive support tasks, reducing ticket resolution time by 30% and freeing capacity for consultative customer engagement.
- Analyzed customer issues and support trends to identify automation opportunities, improving operational efficiency and contributing to continuous process improvement.
Key Account Manager - Meesho India Pvt Ltd (Farmiso)
(2021-05 - 2022-08)
- Owned end-to-end product catalog management — pricing strategy, SKU selection, and demand-based promotional planning — for assigned regional categories.
- Drove category revenue growth through targeted upselling and promotional campaigns; operated as a mini P&L owner, tracking margin and contribution metrics.
- Monitored basket size, SKU-level sales performance, and inventory health using internal BI dashboards; surfaced actionable insights to senior stakeholders.
- Coordinated with supply chain and logistics teams to maintain on-time fulfillment rates and reduce stockout incidents.
- Onboarded D2C brands and local grocery suppliers onto the Farmiso platform, managing contracts, product listings, and go-live timelines.
Supplier Support Executive - Meesho India Pvt Ltd
(2019-02 - 2021-04)
- Handled 200+ supplier email tickets per month covering account setup, payment disputes, fraud investigations, and returns — achieving 95%+ CSAT and under 2-hour first response time.
- Reduced escalation rate by 20% by identifying a fraudulent return pattern, contributing to a company-wide courier verification policy update.
- Applied SQL queries in SSMS to perform root cause analysis on supplier order, payment, and return datasets; shared findings with Tech and Analytics teams.
- Resolved 90%+ of supplier refund claims within SLA, covering lost shipments, damaged goods, and payment discrepancies.
- Guided suppliers on GST compliance, GSTIN registration updates, and financial documentation processes.
