Customer Operations & Technical Support Specialist

CORE COMPETENCIES & SOFT SKILLS

EDUCATION

WORK EXPERIENCE

SUMMARY

Client Handling: Cross-cultural written/verbal communication, active listening, and conflict resolution.

Operational Efficiency: Quality auditing, root cause analysis (RCA), and SOP adherence. Problem Solving: Incident management, escalation routing, and multi-team coordination. Bachelor of Business Administration Apr 2017- May 2020 Sangam University

Relevance: Strong quantitative foundation with coursework focused on analytical modeling, data interpretation, and financial metrics.

Coursework focused on Business Analytics, Financial Management, Information Systems, and Quantitative Decision Modeling.

Groww Senior Customer Executive / Operations Specialist Feb 2024 - June 2026 Incident & Ticket Resolution: Managed end-to-end incident resolution and complex technical/financial escalations using Jira and Confluence, maintaining a 95%+ CSAT score across global/digital user bases. SLA & Process Optimization: Optimized support workflows and ticket routing, improving First Contact Resolution

(FCR) to 90% and reducing resolution Turnaround Time (TAT) by 20%. Technical Troubleshooting: Partnered directly with product and engineering teams by analyzing database logs to reproduce platform bugs, authoring clear technical tickets for swift resolution. Customer Operations & Technical Support Specialist with 31+ months of experience delivering L2/L3 support, managing high-volume SLAs, and analyzing database logs for tech-driven platforms. Skilled in cross-cultural written/verbal English communication, root cause analysis, Jira, and dynamic Excel reporting

KANIKA THAKUR

Address:

Phone:

Email:

LinkedIn:

Aadharshila PG, Vaishali Nagar, Jaipur, 302021

723*******

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https://www.linkedin.com/in/kanika-thakur-253643251 TECHNICAL SKILLS & COMPETENCIES

Global CX Competencies: Cross-Cultural Communication, International Client Handling, De- escalation Techniques, Active Listening.

Technical & Operational Support: Database Log Analysis, L2/L3 Technical Troubleshooting, Incident Management, Root Cause Analysis (RCA).

Quality & SLA Standards: SLA Management (TAT & FCR optimization), QA Auditing, CSAT Enhancement.

Platforms & Tools: Jira, Confluence, Zendesk / Salesforce (if applicable), MS Excel, SQL/Database Queries, Slack

Language: English, Hindi.

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