Pranjal Dhokrat

• Worked for Cureus Journals Series (Open-Access) as a part of core team and gained good understanding of workflows and journal publication process from Submission to Publication.
• Achieved 100% satisfaction by addressing concerns and providing tailored solutions for their queries on Zendesk.
• Enhanced product usability by conducting user research and incorporating feedback into development.
• Facilitated communication between development teams and stakeholders, ensuring clear understanding of requirements and expectations.
• Optimized product performance by identifying platform enhancements and implementing necessary changes.
• Championed user-centric design principles throughout the development process to ensure exceptional user experiences.
• Conducted usability studies to identify pain points and opportunities for improving UI and UX.
• Coordinated A-B testing programs to gather user feedback, refining product features before general release.
• Prioritized bug fixes and enhancements based on user impact, maintaining high levels of customer satisfaction.
• Established metrics for success , evaluating product performance to inform future development strategies.
• Fostered culture of continuous improvement , encouraging team feedback by identifying a problem statement and proposed solution to track and improve the overall TAT from Submission to Publication.

• Company Overview: Client of Vodafone-Idea (Vi)
• Have worked on LeadSquared which are the Lead Management System.
• Responsible for Growth of Business by 20% by Acquisition of new Customer Base.
• Decreasing the Churn rate of the Customers by 5%.
• Maintained Good Relation across teams as well as with Customers.
• Client of Vodafone-Idea (Vi)

Company Overview: ED-Tech: The Learning Application.

• Worked on CRM like LeadSquared which is a Lead Management System.
• Achieved the Revenue of 80,00,000 in 1year which multiplied the team's revenue 5X. With Average Ticket size of 50K.
• Increased Retention of Customers by 20%.
• Won multiple awards for over achieving the targets which had Time Constraint.
• Being Empathetic towards customers.
• Keeping Customer Centric Approach while Communicating with Internal Stakeholders.
• ED-Tech: The Learning Application.

• Company Overview: Software Legal Support
• Responsible to resolve Customer issues through Zendesk Ticketing System.
• Worked on Simple-Legal Support which was newly acquired by ONIT India.
• Strengthened client and customer relationships as the sole representative from India Support; implemented effective problem-solving strategies resulting in a 20% increase in customer retention and satisfaction.
• Single-handedly managed all India Support operations, ensuring seamless client and customer relationships; successfully resolved issues and increased customer retention by 20%.
• Software Legal Support

• Worked on QTEST which is Test Management Tool.
• Handled Tickets through Zendesk Platform.
• With Good Communication and Problem Solving Skills was able to attend Platinum Based Customers and resolve their issues.
• Monitored performance metrics to identify trends in support requests, helping inform product development efforts aimed at reducing user challenges.