Medha Agrawal
Product Management | Tech Product Support | CX Consultant at SAAS Companies
- Role
- Customer Experience Consultant at Circle
- Location
- Mumbai, MH, IN
- LinkedIn followers
- 500 followers
Experience
Customer Experience Consultant
Jan 2022 — Present · US
Provided technical support and customer assistance through various channels, ensuring timely resolution of inquiries and issues.Conducted onboarding sessions for new users, guiding them through platform features and best practices for optimal usage.Demonstrated knowledge of APIs and their functionality, effectively using Zapier to automate tasks and streamline workflows, enhancing overall user experience.Achievements:Community Growth and Team Expansion: Expanded Circle\'s support team from 5 to 24 members in 2.5 years, fostering a thriving community platform with over active members.Platform Migration: Led the successful migration from HelpScout to Zendesk, transferring over tickets, 76 macros, and a user database of ensuring continuity in service.Performance Metrics: Achieved an average SLA of 60% and a CSAT score of 90% over two years, while maintaining a low user churn rate of only 3%.Mentorship and Quality Assurance: Mentored team members and initiated quality assurance projects to uphold high standards of customer support.VIP Customer Liaison: Served as the primary contact for VIP customers, ensuring their unique needs and concerns were addressed swiftly and effectively.
Education
Vasant Vihar High School and Jr. College
Secondary School Certificate
2006 — 2011
Vidya Prasarak Mandals K G Joshi College of Arts & N G Bedekar College of Commerce Chendani Bunder Road Thane 400 601
Commerce
2011 — 2013
Indian School of Business
Certificate in Product Management, Product
2022 — 2023
V.G.Vaze College
Bachelor in Accounting and Finance, Accounting and Finance
2013 — 2016
Skills
- Market Research
- Leadership
- Management
- Web Content Writing
- Strategic Planning
- Microsoft Office
- Sales
- Team Management
- Public Speaking
- Research
- Business Analysis
- Social Media Marketing
- Powerpoint
- Microsoft Excel
- Marketing
- Project Management
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