Ckbhatt

Zentra SaaS Platform · Jan 2022 – Present

Orchestrated all customer-facing communication, encompassing onboarding, issue resolution, and follow-ups for a live SaaS billing platform serving active users.
Documented customer interactions, bug reports, and resolution notes within the CRM, ensuring meticulous record-keeping across multiple user accounts.
Addressed Tier 1 technical support inquiries, troubleshooting login issues, billing discrepancies, and feature-related questions via chat and email.
Proactively identified customer pain points and escalated critical issues to the development team, providing clear context and defined timelines for resolution.
Authored and disseminated mass email communications to platform subscribers regarding updates, new features, and promotional campaigns.
Cultivated high customer satisfaction through prompt, professional, and solution-oriented engagement.

Cafe Operations, Eastern Naval Command · Jan 2022 – Present

Facilitated daily customer interactions, resolving complaints, managing orders, and ensuring high satisfaction levels within a high-volume setting.
Liaised with vendors and internal staff to expedite the resolution of service issues, thereby upholding consistent quality standards.
Maintained precise records of customer transactions, feedback, and subsequent resolutions.
Enhanced customer retention by proactively addressing concerns and fostering enduring relationships.

Freelance · Jan 2022 – Present

Directed end-to-end client communication for diverse software projects, from initial engagement through to final delivery.
Managed client objections, negotiated project timelines, and delivered consistent project status updates via email, WhatsApp, and telephone.
Provided remote support to international clients (UAE, US-based) with technical inquiries and project coordination.

Skills