PARUL G.
Mid-Level Customer Success Manager
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EnglishHindi
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About
Parul G. is an experienced professional with a B.Tech in Electronics & Communication from Sikkim Manipal Institute of Technology and a proven track record across customer success, technical operations, and sales in industries including insurance, IT services, domain registry, recruitment, finance, and education. As a Customer Success Associate at SquadStack, Parul managed insurance contact center operations, led over 50 tele callers, and collaborated with cross-functional teams to optimize KPIs and ensure regulatory compliance. Additional roles include Technical Analyst at Afilias India, overseeing registry and DNS operations, Sales Executive at HirOrbit in the recruitment domain, and helpdesk and loan processing positions at Stefanini, ICICI Bank, and EXL Service. Key proficiencies include data analysis & reporting using BigQuery and Grafana, campaign & operations management, and advanced use of CRM tools such as HubSpot, Zoho CRM, and Salesforce.
Experience
Customer Success Associate
SquadStack · 2024 — 2026Managed operations of the insurance contact center for Health, Motor, and Life Insurance, focusing on service levels and compliance. Supervised a team of over 50 tele callers, setting and tracking KPIs such as call attempts and talk time. Conducted coaching sessions, developed personal improvement plans, and collaborated with various teams to enhance productivity. Analyzed performance metrics to inform decisions and handled escalated customer issues while ensuring adherence to regulations. Oversaw payroll processes for agents.Sales Executive
HirOrbit · 2024 — 2024Focused on acquiring new clients in the ANZ region through cold calling and email outreach, promoting offshore outsourcing solutions. Executed strategic sales initiatives, engaging potential clients in the Australian recruitment market and nurturing relationships to meet staffing needs. Conducted market research to drive insights for business development and facilitated sales presentations and negotiations with key decision-makers. Collaborated with marketing to optimize outreach efforts and maintained detailed records in the CRM system.Technical Analyst
Afilias India Private Limited · 2022 — 2024Oversaw registry services for multiple TLDs and managed DNS operations. Administered domains for various organizations and maintained registry data warehouses using BigQuery while analyzing information with Grafana and Splunk. Implemented DNSSEC and IPv6 protocols, performed secure file transfers, and monitored server performance to resolve issues. Managed workflows with Salesforce and Jira.Helpdesk Specialist
Stefanini India Pvt Ltd · 2022 — 2022Acted as the main contact for technical support via email, resolving customer issues promptly. Collaborated with internal teams to prioritize requests and documented all interactions. Monitored emails and ServiceNow tickets, ensuring compliance with service level agreements. Created JIRA tickets for technical issues and assisted colleagues with IT-related problems, maintaining an updated knowledge base for continuous improvement.Admission Counsellor
OUTSCAL TECHNOLOGIES PVT LTD · 2021 — 2021Supported students through the enrollment process by providing guidance on programs and financial aid. Engaged with prospective students to furnish information and implemented effective call strategies. Collaborated with the counseling team to create marketing campaigns and performed cold calling to acquire new students while monitoring their progress throughout enrollment.Loan Process Executive
ICICI BANK PVT LTD. · 2021 — 2021Provided advice to clients on lending solutions while managing loan applications. Ensured accurate documentation and addressed any deficiencies throughout the loan pipeline. Scheduled closing dates, managed approvals, and explained loan terms to clients, focusing on regulatory compliance and confidentiality.Customer Support Representative
EXL SERVICE PVT LTD · 2015 — 2016Handled outbound calls for a collections process, addressing customer service issues related to collections and processing refunds. Monitored assigned accounts and resolved discrepancies, ensuring timely follow-up on inquiries. Managed escalations from various communication channels, maintaining adherence to SLAs and delivering excellent client service.Customer Support Representative
HCL TECHNOLOGIES LTD · 2013 — 2015Managed new account setups, including creation and amendments, while addressing customer inquiries regarding billing. Attended to customer complaints efficiently, striving for quick resolutions. Engaged in customer satisfaction training and maintained accountability by tracking customer accounts and follow-ups.Campaign Creation Operation Analyst
Company not specifiedOwned operations for client accounts, collaborating with cross-functional teams to ensure effective campaign delivery. Managed outreach campaigns on the SquadStack platform aligned with client SLAs. Analyzed KPIs, implemented corrective actions, and communicated proactively with clients to mitigate risks. Employed advanced Excel and SQL for report generation and monitored workflows to prevent breakdowns while driving continuous improvements.
Skills & Expertise
Education
- B. tech (Electronics& Communication)Sikkim Manipal Institute of Technology · 2008 — 2013
- Technical Diploma (Electronics & Communication)S.R.M Polytechnic College · 2005 — 2008
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