Satypal Rajput
6+ Years Experience Customer Support and ERP Operations | SLA, CSAT & Retention Focused & Escalation Expert | Live Chat & Ticketing Expert | Key Account Management | Power BI and Advanced Excel | Problem Solving · Taneja, Rajkot, India
I am a dedicated Customer Support Executive at HubBroker ApS with three years of experience in fostering collaboration and ensuring accountability in every task I undertake. My ambition drives me to continually improve processes and deliver exceptional service, while my diligent nature ensures that I meet deadlines punctually. I thrive in environments that value both empathy and logic, allowing me to connect with customers effectively and address their needs with a thoughtful approach.
Experience
Customer Support Executive
HubBroker ApS · Oct 2023 – Present
- • Software Support: Assist and provide support for incoming queries and issues related to software — analyzing,
- troubleshooting, and evaluating problems to ensure timely resolution for US & UK customers.
- • ERP & Data Operations: Manage end-to-end ERP operations including invoice processing, PRICAT validation,
- and Order vs.
- Invoice data matching.
- Perform accurate data entry in Excel, CSV, XML, and EDI formats.
- • Invoice & Tax Accuracy: Calculate taxes (VAT), discounts, and pricing adjustments accurately.
- Verify invoice
- amounts, tax percentages, and discount structures to prevent billing errors and revenue leakage.
- • Technical Troubleshooting: Gather and analyze system logs and data to diagnose software issues, identify root
- causes, and apply necessary configuration, settings, and permissions adjustments for resolution.
- • Multi-Channel Support: Respond to customer inquiries via email, chat, and ticketing system.
- Ensure prompt
- response to service issues and requests while maintaining SLA compliance and strong CSAT scores.
- • Testing & Quality: Ensure optimal software functionality by testing features after implementation and verifying
- system changes before rollout.
- • Process Documentation: Create and maintain documentation for new hires during the onboarding process,
- including process guides, SOPs, and knowledge-base articles.
- • Cross-Team Coordination: Coordinate with IT staff, internal teams, and external vendors to resolve complex
- technical problems.
- Communicate with vendors who provide maintenance and support services for software.
- • Leadership & Team Contribution: Train and mentor freshers and interns on processes, tools, and client
- handling techniques.
- Conduct internal knowledge-sharing sessions to improve team productivity and foster a collaborative work environment.
Catalog Specialist
Petpooja · Jan 2019 – Feb 2023
- • Account Management: Managed 250+ premium restaurant accounts, acting as the primary point of contact for
- SaaS platform support, adoption, and long-term retention.
- • CRM & Ticket Management: Used Zoho CRM for 3 years — handled ticket creation, issue tracking, escalation
- management, and monthly ticket reporting.
- Performed root cause analysis on recurring issues and coordinated
- with the technical team for resolution.
- • Team Handling: Managed a team of 10–15 members — responsible for task allocation, performance monitoring,
- and internal training on work processes, customer operations flow, and product usage.
- • D2C E-Commerce Experience: Worked hands-on with Zomato & Swiggy platforms for D2C e-commerce
- operations — menu catalog management, product listing optimization, content QC, image handling, promotional
- offers setup for restaurant partners, and resolving order-related customer issues including delays, incorrect
- orders, and refunds.
- • Data Analysis: Tracked key support metrics — ticket volume, TAT, SLA compliance, CSAT, and repeat issues.
- Used this data to identify patterns, perform root cause analysis, and recommend process improvements to reduce
- ticket volume and improve team efficiency.
- • Multi-Channel Support: Provided support via live call, WhatsApp, and email for restaurant software
- troubleshooting, ensuring quick resolution and minimal business disruption.
- • Merchant Training: Conducted onboarding and training sessions for merchants on platform usage, and guided
- team members on maintaining service quality and resolution standards.
Account Executive
Shree Maruti Courier Services Pvt. Ltd. - India · Nov 2017 – Dec 2018
- • Financial Operations: Managed journal entries, bank reconciliations, and daily accounting operations.
- Handled
- accounts receivable and accounts payable, and assisted with TDS and GST filing for accurate financial
- compliance.
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Education
Post Executive Diploma in Data Science , Data Scientist
upGrad.com · 2021 — 2022
Bachelor of Commerce - BCom, Business Administration and Management, General
Gujarat University · 2014 — 2017
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