Prajna Dasgupta

Customer Success Professional with experience in client communication, customer support, escalation handling, and relationship management. Skilled in CRM, ticketing tools, data management and managing timely follow-ups to support a positive customer experience. Hands-on experience handling client interactions across sales and post-sales support, coordinating with internal teams for query resolution, and maintaining clear, professional communication throughout the customer support process.

Client Relationship Specialist (Customer Support) - Hello Mentor - Bengaluru, India

(2026-04 - 2026-05)

• Client & Student Engagement: Managed 50+ daily interactions, resolving queries and contributing to 95%+ on time responses and improved customer satisfaction.
• Issue Resolution & Ticket Administration: Handled 15–25+ support tickets daily through Zoho Desk, logging, tracking, and escalating client concerns while maintaining complete service and follow-up records.
• CRM & Record Management: Maintained and updated 30+ client records daily using Zoho CRM, ensuring accurate and up-to-date customer information.
• Data Tracking & Operations: Managed 20–30+ daily follow-ups and maintained customer records, operational metrics, and activity trackers using Zoho Sheets.
• Professional Communication: Maintained a 90% CSAT score, while providing timely support and coordinating follow-ups on client queries.

Data Analyst Intern (Analytics & Operations) - AtliQ Technologies - Remote

(2026-02 - 2026-03)

• Data Modeling & Analytics: Cleaned HR, Telecom & Insurance datasets using SQL, Power BI & Excel; built interactive dashboards analyzing 26,841 customers and $11.87M revenue across segments, regions & channels. Dashboard Link
• Stakeholder Insights & Strategy: Delivered ad-hoc trend analysis identifying critical revenue shifts (85% growth followed by a 41% decline), presenting actionable optimization strategies directly to stakeholders.
• Workflow Automation & AI Integration: Automated email response pipelines by integrating Google Forms, Sheets, and Gmail via Zapier Formatter, incorporating AI logic to refine dynamic data responses.
• Reporting & Operational Efficiency: Maintained 1,000+ records at 98–100% accuracy, improving reporting efficiency by 15%, while coordinating with cross-functional stakeholders on milestones and delivery.

Business Development Executive (Customer Support & Sales) - Arachnomesh Technologies Pvt. Ltd - Noida, India

(2022-09 - 2022-11)

• Client Communication & Engagement: Managed communication and support for 50+ business users in a SaaS environment, covering onboarding, product guidance, follow-ups, requirements and ongoing engagement.
• Issue Resolution & Escalation: Handled 30+ high-priority client issues, acting as a liaison between customers and internal technical teams while maintaining 95%+ SLA adherence.
• Client Environment Support: Managed product and service support across 10+ client environments, ensuring timely communication, issue tracking and coordination with technical teams.
• Resolution Efficiency: Improved support workflows, contributing to a 30% reduction in average ticket resolution time and approximately 20% improvement in first-time resolution.
• Escalation Handling: Streamlined escalation handling and internal coordination, reducing TAT delays by 10% and improving cross-functional alignment.
• Customer Satisfaction: Maintained a 95% CSAT score through proactive communication, timely issue resolution and consistent relationship management while supporting retention and renewal activities.
• Customer Health & Feedback: Monitored customer health, recurring issues and feedback, gathered requirements and shared insights with technical and product teams to support product improvements.
• CRM & Documentation: Maintained customer records in HubSpot CRM and created 20+ customer support resources, SOPs and self-service guides to improve customer understanding and reduce repetitive queries.
• Task & Requirements Management: Used Trello to track requirements, support requests, tasks and deliverables; translated client requirements into actionable tasks for technical and internal teams.

Sales & Marketing Intern - Malayala Manorama Co. Ltd. - Kolkata, India

(2021-06 - 2021-08)

Academic Administration & Client Management Intern - Paathshala Education - Remote

(2020-11 - 2020-12)

MBA - Marketing Management - Eastern Institute for Integrated Learning in Management, Kolkata (2022-07)

B. Com - Accounting & Finance - Taradevi Harakhchand Kankaria Jain College, Kolkata (2016-07)