Open to opportunities

Atul Pandey

@atulpandey1

Customer support and account operations specialist with 3+ years managing 500+ clients and driving SaaS-ready improvements.

India

Message

What I'm looking for

I’m looking for a dedicated SaaS Customer Support Specialist role where I can own ticket lifecycles, manage SLAs/escalations, document and reproduce bugs, and convert customer feedback into actionable product insights—working comfortably across remote/hybrid/async teams.

I’m a customer-facing operations and support specialist with 3+ years of experience managing 500+ client accounts across healthcare and consumer sectors. I focus on SLA management, escalation handling, and turning customer feedback into product insights that teams can act on.

In my most recent role, I owned end-to-end lifecycle management for 500+ clients through CRM, acting as the primary escalation point across clinical and administrative teams. I also redesigned scheduling and operational workflows, reducing average patient wait times by ~15%, and I produced stakeholder performance reports by translating CRM and scheduling data into actionable recommendations.

Alongside account operations, I’m building hands-on expertise in SaaS support tooling—Zendesk, Intercom, Help Scout, browser DevTools, and API log interpretation (401/404/500). I’m actively targeting a dedicated customer support specialist role where strong documentation, bug reproduction, and reliable SLA/CSAT workflows directly improve customer outcomes.

Experience

Work history, roles, and key accomplishments

Operations & Care Coordination Manager

Pristyn Care

Jun 2024 - Jan 2025 (7 months)

Owned end-to-end lifecycle management for 500+ client accounts, coordinating cross-team escalation resolutions and tracking outcomes. Managed internal SLAs across multiple projects, redesigned operational workflows to reduce patient wait times by ~15%, and produced performance reports for leadership.

CRM SLA Escalation Management Client Lifecycle Management Reporting

Account & Operations Advisor

HealthKart

Aug 2023 - May 2024 (9 months)

Managed full customer account lifecycle including onboarding, relationship management, and retention. Converted customer feedback into structured reports for product/service teams and increased upsell conversions by ~20% using needs assessments and personalised account strategies, while maintaining CRM data accuracy and building Excel-based account health dashboards.

Account Management Customer Retention Upsell Strategy Needs Assessment CRM Accuracy Excel Dashboard

Business Development & Ops Executive

Hexa Health

Nov 2022 - Apr 2023 (5 months)

Improved lead-to-conversion rates by ~18% through CRM pipeline management, structured follow-up cadences, and standardised documentation. Established CRM data hygiene standards to improve pipeline visibility and closure rates, and researched/profiler prospective healthcare clients to produce market intelligence reports for targeted outreach.

Pipeline Management Follow Up Cadences Documentation Data Hygiene Lead Conversion Market Intelligence Outreach

Accountant

Civil Tech Engineers Pvt. Ltd.

Jul 2022 - Nov 2022 (4 months)

Managed billing cycles, expense tracking, and monthly financial reporting using Advanced Excel. Automated monthly bank reconciliations, saving ~12 manual hours per month and improving reporting accuracy.

Billing Cycles Expense Reporting Bank Reconciliation Automation

Education

Degrees, certifications, and relevant coursework

Sikkim University

Bachelor of Computer Applications (BCA), Computer Applications

2024 -

Pursuing a Bachelor of Computer Applications (BCA) at Sikkim University. Currently building hands-on support tooling experience while completing the program.