Purusharth Jain

Product Specialist- Payroll

Rippling

Jul 2024 - Current (2 years)

• Payroll Product Support & Troubleshooting: Partnering with global enterprise clients to resolve payroll processing & compliance issues, ensuring accurate payroll execution. • Customer Success & Engagement: Leveraging chat, email, and video conferencing to enhance product utilization and optimize payroll workflows. • Customer Success & Issue Resolution: Managed payroll support for enterprise clients, ensuring 99.5%+ payroll accuracy and compliance. • Escalation & Compliance Management: Successfully resolved 95% of payroll escalations within SLA, ensuring adherence to international payroll regulations. • CSAT : Improved CSAT from 92% to 100% through proactive issue resolution and enhanced support processes. • Upselling & Product Adopt

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Community & Event Operations

Zostel

Mar 2024 - Jul 2024 (5 months)

• Developed and implemented operational processes for managing Central Ops and escalations across 90+ properties, enhancing overall efficiency and effectiveness reducing TAT and SLAs. • Managed centralized operations & escalations for 90+ properties, reducing SLA turnaround times. • Redesigned Standard Operating Procedures (SOPs) and improved Customer Experience (Cx) metrics for operational clarity. • Implemented automation in data collection, reporting, and Freshdesk-based support workflows. • Designed and conducted customer experience training programs to enhance guest satisfaction. • Created and delivered comprehensive training programs focused on optimizing customer experience handling and overall service quality.

Account Manager - Customer Success (Growth)

Darwinbox

Jul 2022 - Mar 2024 (1 year 9 months)

• Led customer lifecycle management, ensuring seamless onboarding, training, and renewal processes. • Partnered with cross-functional teams (Engineering, Product, and Operations) to drive access provisioning strategies and security enhancements. • Optimized user access workflows by implementing self-service capabilities, reducing manual interventions, and improving operational efficiency. • Monitored system access control, analyzing usage patterns to detect potential security risks and abuse prevention. • Collaborated with engineering teams to refine provisioning solutions and ensure compliance with regulatory frameworks. • Analyzed customer feedback to enhance product accessibility, usability, and security controls. $450K CSAT Led in

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Client Servicing & Digital Intern

Ogilvy And Mather

Jul 2021 - Jan 2022 (7 months)

• Monitored client requirements and collaborated with creative teams to ensure seamless project execution. • Conducted thorough proofreading of all communication materials and performed tactical execution and performance audits. • Managed social media content volume for the BMW brand, ensuring consistent delivery of engaging content.

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Community & Growth Operations Intern

Khabri Audio Platform

Jul 2021 - Jan 2022 (7 months)

• Provided expert technical consulting to clients, ensuring streamlined automation of account activities and processes. • Collaborated with stakeholders to analyze workflow processes and develop comprehensive Business Requirement Documents (BRDs). • Facilitated user training sessions to promote product adoption and identify upselling opportunities. • Engaged closely with the product development team to integrate user feedback. • Conducted in-depth market research and competitive analysis to pinpoint growth opportunities.

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Marketing Research Intern

Pickabook India

Jun 2021 - Aug 2021 (3 months)

• Designed client presentations and actively participated in project activities such as proposal drafting, questionnaire design, data analysis, and presentation of results. • Achieved a daily lead generation rate of 50-80, optimizing campaign expenses for maximum cost efficiency. • Spearheaded the development and execution of marketing campaigns to enhance brand visibility and foster customer engagement.

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Operations & Digital Sales Intern

Instrucko India

Jan 2021 - Mar 2021 (3 months)

• Managed client data and collaborated with clients to develop tailored solutions. • Crafted unique presentations to effectively communicate service offerings and value propositions to parents. • Coordinated with the team to optimize class scheduling and implemented strategic initiatives to resolve operational challenges.

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Client Servicing Intern

Wizcraft International Entertainment Pvt. Ltd.

May 2019 - Aug 2019 (4 months)

• Provided support in clarifying client event requirements and effectively communicated them to the relevant teams. • Strategically scheduled and coordinated events according to the Events Calendar, ensuring flawless execution and client satisfaction.

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