Ashish Dogra

As a Senior Analyst, I diligently apply a blend of logic and empathy to dissect complex challenges, always striving for resourceful and impactful solutions. I am adept at persuasively communicating insights, driven by an idealistic vision for continuous improvement and positive outcomes.

Experience

Sr. Analyst

eClerx · Aug 2018 – May 2026

Not yet confirmed

• Authored and implemented standardized onboarding SOPs, reducing clients' need for manual status-update calls and improving process visibility for an average of 10 new SMB clients onboarded per month.
• Resolved complex customer escalations for 15 high-value accounts per month as primary escalation contact, coordinating directly with product and engineering teams to relay client feedback.
• Guided an average of 10 new SMB clients per month through onboarding as dedicated Customer Success Manager (CSM), covering CRM, Social, Online Listings, Sales, Reviews, Website, and Leads modules for North American business owners.
• Coached 5 junior analysts on customer communication standards and escalation best practices, improving support quality across the team.
• Managed customer support and onboarding workflows using Salesforce, Intercom, Outlook, Zoom, Microsoft Teams, and Excel.
• Resolved an average of 30 customer support tickets per day across Chat, Email, and Voice channels, managing a daily portfolio of 20 SMB client accounts.
• Reduced resolution time for recurring client queries by 20% by developing internal documentation and process guides

Senior Analyst

Personiv (Thryv) · Aug 2018 – May 2026

Not yet confirmed

• Authored and implemented standardized onboarding SOPs, reducing clients' need for manual status-update calls and improving process visibility for an average of 10 new SMB clients onboarded per month.
• Resolved complex customer escalations for 15 high-value accounts per month as primary escalation contact, coordinating directly with product and engineering teams to relay client feedback.
• Guided an average of 10 new SMB clients per month through onboarding as dedicated Customer Success Manager (CSM), covering CRM, Social, Online Listings, Sales, Reviews, Website, and Leads modules for North American business owners.
• Coached 5 junior analysts on customer communication standards and escalation best practices, improving support quality across the team.
• Managed customer support and onboarding workflows using Salesforce, Intercom, Outlook, Zoom, Microsoft Teams, and Excel.
• Resolved an average of 30 customer support tickets per day across Chat, Email, and Voice channels, managing a daily portfolio of 20 SMB client accounts.
• Reduced resolution time for recurring client queries by 20% by developing internal documentation and process guides.