AJAmit Jain
@aj1
Experienced customer support leader driving operations and SLA-focused client retention.
IndiaWhat I'm looking for
I am a results-oriented customer support leader with extensive experience managing 24/7 U.S.-facing support teams and resolving complex escalations. I have led teams of 20+ L1 and L2 support executives, acted as the primary POC for cross-border operations, and ensured SLA adherence across EST, PST, CST and IST.
I specialize in designing schedules, validating ticket assignments, and implementing workflow improvements that boost productivity and reduce turnaround times. My strengths include mentoring and coaching to reach individual and team KPIs, leveraging CRM and analytics tools to monitor performance, and collaborating with cross-functional stakeholders to resolve high-priority client issues.
I have a strong track record of client retention and relationship management with key accounts, and I bring practical experience with Salesforce, Zoho, Power BI, RingCentral and Avaya. I am committed to continuous improvement, data-driven decision-making, and delivering exceptional customer experiences in multicultural environments.
Experience
Work history, roles, and key accomplishments
Team Lead Support
Rolling Rock Software
Jan 2021 - Jul 2024 (3 years 6 months)
Led a team of 20+ U.S.-based L1/L2 support executives across 24/7 channels, managed escalations and SLAs, and served as primary POC with U.S. stakeholders to improve retention for key accounts including Yahoo.
Customer Support Engineer
Teleperformance
Nov 2019 - Dec 2020 (1 year 1 month)
Provided escalations and retention support for U.S. clients across inbound/outbound calls, chat, and email, contributing to daily operations and issue resolution.
Manager on Duty
London Shakes
Aug 2019 - Oct 2019 (2 months)
Managed staff operations, account management, purchasing, and sales processes while focusing on customer retention and operational efficiency.
Sales & Marketing Manager
Bhairav Paper and Stationery
Aug 2015 - Apr 2019 (3 years 8 months)
Managed distribution and sales for Reynolds pens and Z deodorant products, oversaw marketing and client relationships to drive regional sales growth.
Education
Degrees, certifications, and relevant coursework
Monad University - Hapur
Bachelor of Business Administration, Business Administration
Grade: Graduated with Distinction
Bachelor of Business Administration completed with distinction in January 2019.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Social media
Job categories
Skills
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