Sahil Sunny Email & Phone Number

Delhi, India

- Providing general, account, billing and technical support to users.- Reporting bugs and finding workarounds.- Swiftly finding product loopholes which can be used to avail the product for free or at a lower cost.- Exploring potential support solutions using ChatGPT and similar AI tools.

🌐 About the Role:In my capacity as a Senior Technical Success Specialist, I serve as the driving force behind strategic initiatives aimed at uplifting customer support and operational efficiencies. My role is largely remote, which attests to my expertise in handling complex workflows in a virtual environment.🎯 Key Achievements:🔹 Operational Streamlining: Orchestrated the migration of 30,000 support tickets from Zoho Desk to Freshdesk. Configured SLAs, workflows, and categories, effectively enhancing operational efficiency to meet organizational needs.🔹 Automation Excellence: Pioneered automated workflows using Zapier, which expedited bug-tracking, ticket categorization, and customer feedback. This resulted in a 70% time-saving for operational tasks.🔹 Data-Driven Insights: Utilized advanced SQL to develop Discourse Data Explorer queries, providing real-time, data-driven insights to evaluate and refine the Community Lottery event strategy.🔹 Inter-Departmental Support: Acted as a liaison between Product, Content, Engineering, and Marketing departments, contributing to seamless organizational operations by resolving user-related issues.🔹 User Experience: Spearheaded the integration of Marker.io and Delighted systems, elevating end-user experience through simplified bug-reporting tools and actionable insights into customer satisfaction metrics.🔹 Reporting: Conducted extensive diagnostic analyses, creating comprehensive Freshdesk reports for managerial review and decision-making within just 10 minutes.🔹 Content Migration: Aided the engineering team in migrating Dataquest's educational content to a next-generation code runner platform, thereby freeing engineering resources for other high-priority tasks.

🌐 About the Role:As a Technical Success Specialist, I played a key role in reshaping and amplifying the effectiveness of customer support and community engagement. Operating remotely, I delivered impactful solutions tailored to enhance the operational efficiency and user satisfaction.🎯 Key Achievements:🔹 Community Enhancement: Engineered a comprehensive overhaul of the community platform, improving search result accuracy by 60% through automated tagging and content curation.🔹 Workflow Optimization: Designed and implemented workflow systems that accelerated ticket handling by 30%. Integrated real-time notifications and automated feedback forwarding to streamline processes.🔹 Support System Boost: Customized and integrated Elev.io's Knowledge Base, elevating the operational efficiency of the support system by 200%.🔹 B2B and B2C Segmentation: Developed specialized workflows to differentiate between B2B and B2C customer tickets, enabling targeted support and improving handling efficiency.🔹 Advanced Alert Systems: Orchestrated a bug alert system through Elev.io and Zapier, reducing known bug reports by 90%, thus enhancing both user experience and team efficiency.🔹 Cross-Functional Collaboration: Assisted in the setup and integration of Marker.io, fortifying the overall effectiveness and responsiveness of the customer support mechanism.🔹 Data-Driven Support: Created strategies to display critical billing information within customer tickets, expediting issue resolution by providing immediate access to essential data.

🌐 About the Role:In my role as a Student Success Specialist (Technical) at Dataquest.io, I was committed to elevating the student learning experience through exemplary technical support and community engagement. Functioning in a remote setting, I consistently demonstrated adaptability and a customer-first approach to address unique learning challenges.🎯 Key Achievements:🔹 Proactive Support: Achieved a 90% Happiness Score by providing expert guidance on content-related queries and bug troubleshooting. Maintained robust SLA compliance through efficient ticket management.🔹 Seamless Migration: Single-handedly migrated tickets, workflows, and reports from Helpscout to Zohodesk within a 24-hour timeframe, utilizing open-source GitHub tools.🔹 Efficiency Gains: Doubled team efficiency by creating innovative reporting and workflow solutions. Captured vital billing and plan information to streamline the support process further.🔹 Community Management: Automated various community management tasks, such as converting community posts into support tickets and auto-closing queries, thereby boosting operational efficiency by a significant margin.🔹 User Experience: Introduced an automated tagging system and a feature to automatically add a Jupyter Notebook viewer link to relevant community posts, significantly improving user experience and engagement.🔹 Administrative Innovation: Developed custom workflow shortcuts for admin commands, enabling quicker and more effective resolutions for students' technical issues.

Bachelor Of Computer Applications (Bca), Computer Software Engineering, First Division

Data Scientist In Python, Data Science