DEEPA SARKER

Phone: +91-7676479202| Email : deepasarker2016@gmail.com| LinkedIn : www.linkedin.com/in/deepa-sarker-b84107173

Objective: Result-driven professional with 3 years of expertise in Customer success & escalation management.
Currently seeking growth in customer success & user experience roles. Committed to contributing to the company
objectives, skilled in communication & problem solving, and experienced in handling escalations for optimal organizational
success. Passionate about key account management, customer advocacy, issue resolution, leveraging data for
decision-making, and driving customer success.

EXPERIENCE

PRODUCT EXPERT | SENIOR STUDENT SUCCESS SPECIALIST | Think & Learn Pvt Ltd (BYJU’S) Oct 2020 - Present

● Frontend customer onboarding experience, ensuring proper engagement, managed retention, and
facilitated negotiation processes.
● Ensured exceptional service and user experience by promptly resolving issues, and proficient in
handling calls, emails, chats, and social media escalations.
● Developed strong relationships with premium users, ensuring overall satisfaction through effective
communication.
● Demonstrated quick and effective problem-solving abilities, providing technical troubleshooting for an
enhanced user experience.
● Ensured adherence to service level agreements for new customers within the agreed turnaround time
(TAT).
● Coordinated with internal stakeholders for seamless customer experience for the end user.
● Ensured business expansion in terms of revenue by adding unique premium users, leading to direct
sales and renewals of existing premium users.
● I worked on a pilot project for salesforce implementation in the organization driving seamless migration
from leadsquared to salesforce.

TECHNICAL SUPPORT ENGINEER L1- Fidelis Corporate Solutions Pvt Ltd | March 2020 - July 2020

● Effectively addressed and resolved moderate technical issues, encompassing both hardware and
software concerns, through incoming customer inquiries and proactive notification systems.

INTERNSHIP | Service coordinator & Outsourcing

● Engaging with customers to ensure the utilization of the services offered & relationship-building using
E-commerce portal “Clinx”

Education Qualification Institution Completion Year CGPA/Percentage

BTech in Computer Science Engineering Presidency University, Bangalore 2020 6.69 CGPA

11-12th (PCMB) New Horizon PU College, Bangalore 2016 59%

10th (State Board) Oxford English High School, Bangalore 2014 88.96%
ACHIEVEMENTS

● Ace Quarterly Performer at Think & Learn Pvt Ltd (2022).

● First Prize in the flagship business plan competition (2019) held by Presidency University, Centre for
Innovation, Incubation and Entrepreneurship (CIIE).

SKILLS

● Problem-Solving Skills
● Customer Relationship Management (CRM)
● Time Management and Prioritization
● Teamwork and Collaboration
● Conflict Resolution and Escalation handling
● Adaptability