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Abhishek Tiwari

Dehradun, IN

Currently at

Unacademy

Working since 2021

Work experience

3 years 4 months

Avg tenure: 1 year

B.Tech

University of Petroleum & Energy Studies

Jun 2014 - Nov 2018

Class 12th

Aryaman Vikram Birla Institute of Learning

Apr 2012 - Jun 2013

About

Proven ability to quickly build relationships, identify and solve customer service issues, and collaborate effectively with cross-functional teams. Demonstrated success in troubleshooting customer issues and delivering a positive customer experience.

Work experience

3 years 4 months

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Unacademy

1 year 9 months

Senior Category Associate

June 2021 - February 2023

Full-time

• Deployed CRM systems and various software applications with expertise. • Facilitated quick resolution of queries, difficulties, and complaints by collaborating across teams. • Investigated educators and channel information to uncover opportunities for growth and progress. • Devised metrics for content optimization to raise viewership and profits. • Well-organized and adept at managing multiple projects, while setting priorities. • Crafted content plans to meet requirements of competitive examinations in the region. • Utilized tools and systems to analyze customer data and determine grievance resolution times, patterns, and requirements. • Solved complex problems to attain remarkable results.

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upGrad

4 month

Customer Support Analyst

September 2020 - January 2021

- Effectively addressed, solved and remedied customer inquiries and service requests via chat, email, and phone - Proven expertise in providing mentorship and guidance to new team members, offering valuable insight and know-how - Rendered Customer Support services for intricate SaaS solutions for Business-to-Business customers - Demonstrated aptitude for problem-solving and dispute resolution, adept at managing customer grievances and escalations

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Byju's

1 year 3 months

Customer Success Associate

June 2019 - August 2020

Full-time

- Addressed an extensive range of customer enquiries; promptly replying to calls and emails. - Applied analytical and problem-solving abilities to guarantee complete client satisfaction. - Monitored and assessed current promotional activities. - Constructed customer service resolutions.

Education

University of Petroleum & Energy Studies

2014 - 2018

B.Tech in Mechanical Engineering

June 2014 - November 2018

Achieved graduation from esteemed university in the specialization of mechanical engineering.

Aryaman Vikram Birla Institute of Learning

2012 - 2013

Class 12th in PCM

April 2012 - June 2013

Projects

Mechanical Hammering Machine

Nov 2017 - Present

University of Petroleum & Energy Studies

• Designed mechanical hammer that operates using legs • Constructed prototype to test performance metrics • Programmed microcontroller to monitor motion and stability • Developed software which allows users to customize settings • Utilized 3D-printing to create components with precise dimensions • Procured and assembled components for prototype • Tested prototype to ensure accuracy and reliability • Researched existing technologies to find potential improvements • Analyzed results, synthesized data, and generated reports • Coordinated with team members to share progress and discuss findings • Contributed to design of advanced feature for improved efficiency • Troubleshot issues and optimized performance during testing • Documented research, design, and testing processes • Presented project at symposium and facilitated Q&A session

Awards & achievements

Unacademy

Best Category Award

Jan 2023

Byju's

Customer Retention Expert

Mar 2020