Open to opportunities

Arvinder Singh

@arvindersingh

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Customer Success and Support Specialist

India

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What I'm looking for

Seeking a challenging role in customer success and support

As a seasoned Customer Success and Support Specialist with over 8 years of experience, I have worked with various companies across SaaS, EdTech, E-Learning, E-Commerce, and FinTech industries. My expertise lies in providing exceptional customer support, handling national and international B2C and B2B customers, and driving customer satisfaction.

I have a proven track record of reducing case resolution times and increasing overall customer satisfaction. My experience in managing app store customer reviews, reporting customer feedback, and analyzing KPI statistics has enabled me to improve the features and quality of products. I am proficient in using support and CRM tools such as Zendesk, Freshdesk, Salesforce, and Jira.

Throughout my career, I have developed strong relationships with customers, identified areas for improvement, and collaborated with cross-functional teams to resolve complex issues. My expertise in customer relationship management, onboarding, training, retention, and experience improvement has allowed me to drive business growth and customer loyalty.

Experience

Work history, roles, and key accomplishments

Customer Support Specialist

Cambly

Oct 2022 - Mar 2024 (1 year 5 months)

Provided customer support to users in India and neighboring countries, resolving queries and collaborating with cross-functional teams. Developed training materials and managed app store reviews while analyzing customer experience data for service improvement.

Customer Support Zendesk Jira Customer Training Customer Experience Cross Functional Collaboration Customer Satisfaction

Key Account Manager

ClearTax

Dec 2020 - Mar 2022 (1 year 3 months)

Managed customer support through various channels, resolving escalations and collaborating with teams to enhance service quality. Developed training materials and maintained relationships with diverse customer categories, increasing renewal and retention rates.

Customer Support Escalation Management Cross Functional Collaboration Training Development Customer Relationship Management Product Feedback Reporting Customer Retention Communication

Key Account Manager

Firstcry.com

Sep 2018 - Oct 2020 (2 years 1 month)

Supported B2B customers by developing relationships and implementing best practices to enhance service quality. Monitored customer health metrics and analyzed data for growth opportunities, contributing to increased renewal and retention rates.

B2B Relationship Management Data Analysis Customer Satisfaction Reporting Communication

Customer Relationship Manager

Reliance Jio Infocomm Limited

Nov 2015 - Aug 2018 (2 years 9 months)

Provided onsite technical support, troubleshooting issues and assisting with product demonstrations. Collaborated with teams to optimize network performance and managed customer databases, enhancing retention through effective communication.

Technical Support Troubleshooting Product Demonstrations Network Management Relationship Building Customer Retention Collaboration Customer Service

Education

Degrees, certifications, and relevant coursework

Guru Nanak Dev University

Bachelor of Business Administration, Business Administration

2012 - 2015

Studied various aspects of business administration including Consumer Behavior, Services Marketing, E-Marketing, Advertisement and Sales, Operations Management, Marketing Management, Financial Management, Business Management, Accounting and Economics, and Business Law and Ethics.