Swati Patil

Experience

1. Customer Care Specialist

   HighLevel

   Aug 2024 — Present

   Resolved customer cases through scheduled and outbound calls, consistently ensuring timely, effective solutionsand high customer satisfaction.• Maintained proactive and transparent communication with customers and internal teams, ensuring alignment andprogress visibility throughout the case lifecycle.• Executed structured follow-ups on escalated cases, driving resolutions to closure and enhancing customer trustand retention.• Identified and implemented process improvements, resulting in measurable gains in support efficiency and abetter overall customer experience.• Authored technical documentation and knowledge base articles, contributing to internal knowledge sharing andreducing ticket volume through self-service enablement.• Analyzed CSAT and DSAT reports, pinpointing recurring issues and collaborating with cross-functional teams toimprove service quality and reduce dissatisfaction.• Led customer onboarding sessions, ensuring seamless setup, addressing initial concerns, and improving early-stage customer engagement.• Monitored and optimized onboarding completion rates, proactively following up with customers to reduce drop-offand boost platform adoption.• Partnered with customers post-onboarding, promoting deeper engagement with product features and increasingoverall customer value.• Generated and presented detailed case analysis reports on a weekly/monthly basis, enabling leadership to makeinformed, strategic decisions.

Education

• IQRA

  High School Diploma

• Rabindranath Tagore University

  Bachelor's Degree