Arthi Ashok
Melbourne,Australia
Summary
A results-driven and detail-oriented professional with a passion for enhancing customer experiences. With a keen eye for problem solving, thrive in identifying opportunities where a meaningful impact can be made.
Overview
5
5
years of professional experience
Work History
Customer Experience Specialist
EdSmart
01.2023 - Current
- Conduct Healthchecks with customers six months before renewal to assess their experience and recommend enhancements.
- Identify opportunities during customer interactions for upgrades and improvements to enhance their experience with EdSmart.
- Assist in building, improving, and maintaining process automation in Custify, focusing on streamlining and automating Renewals, Onboarding, and Healthchecks internal processes.
- Manage and create dashboards for Renewals and Onboarding using Custify to track and generate reports.
- Produce CSAT surveys for customers Post-Onboarding to gather feedback and understand their onboarding experience.
- Implementation and onboarding of EdSmart for new Single School customers, including backend processes, producing Form assets for the school using the EdSmart product, and regular communication with customers to achieve their Onboarding goals.
- Conducted customer request engagement sessions to assist with queries and actively sought opportunities to enhance overall customer experience, including conducting demos for higher-tier levels of the product.
- Testing when required upon new release or when a bug is recognised.
- Assist in customer support via JIRA and calls when needed for addressing customer queries.
- Update any new changes in internal and external documentation.
Customer Success Agent
EdSmart
01.2022 - 01.2023
- Communicated and assisted customers via JIRA Service Desk and phone, providing resolutions to their queries in a timely and effective manner.
- Conducted testing to replicate customer-reported issues, documented findings, and raised bug requests in JIRA for further investigation and resolution.
- Raising Product feature enhancements upon customer requests.
- Proactively raised product feature enhancements based on customer requests, contributing to ongoing product improvement.
- Conducted face-to-face customer calls to gain deeper insights into their queries and provide personalised support.
- Collaborated with the manager to perform regular reviews of the JIRA helpdesk, ensuring a streamlined and organised ticket queue.
- Escalated tickets to the manager or Engineering team as needed, facilitating effective communication and swift issue resolution.
- Built the assets in the platform for the new onboarding customers.
Customer Service Consultant
Auspost
08.2021 - 01.2022
- Communicating with customers over phone and email about Australia Post's products and services.
- Appointing and providing resolutions for all queries.
- Taking customers through a positive journey and aiming for first call resolution.
- Listening to customer concerns and providing information, answers, or responses.
- Investigating and solving customers problems.
- Handling customer complaints effectively.
Casual Team Member
Chipmunks Playland & Cafe
01.2019 - 01.2020
- Taking care of 15-20 children during afterschool care.
- Collecting payments.
- Serving tables food and coffee.
- Clear communication skills with peers and customers.
- Organising new stock into their designated areas.
- Setting up parties according to theme for birthday parties.
Education
Bachelor of Design with Honours - Visual Communication Design -
Massey University
Skills
- Customer Experience
- Project Management
- Troubleshooting and Problem Solving
- Business Stakeholder Management
- Sales & Upselling
- Understanding Customer Needs
- Love to help people
- Empathy
- Great time management
- Willingness to learn
- Detail Oriented
- Interpersonal Skills
- Product Knowledge
- Decision Making
- Active Listening
- CSM
Technical Skills
- JIRA
- Zapier
- Custify
- Hubspot
- Process Automation
- Technical Proficiency
Timeline
Customer Experience Specialist
EdSmart
01.2023 - Current
Customer Success Agent
EdSmart
01.2022 - 01.2023
Customer Service Consultant
Auspost
08.2021 - 01.2022
Casual Team Member
Chipmunks Playland & Cafe
01.2019 - 01.2020
Bachelor of Design with Honours - Visual Communication Design -
Massey University
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