Open to opportunities

Austin Ven

@austinven

Message

Operations and customer support professional driving process improvements and exceptional customer experiences.

India

Message

What I'm looking for

I seek remote roles focused on support operations or customer success where I can optimize workflows, reduce resolution times, mentor teams, and drive measurable service improvements.

I am an operations and customer support professional with over 10 years of experience across technology, finance, and service industries. I specialize in monitoring support operations, coordinating cross-functional teams, and optimizing workflows to improve service delivery.

Throughout my career I have managed high-volume customer queries, mentored junior hires, and maintained accurate operational records that support performance reporting. I am proficient with CRM and ticketing tools including Freshdesk and Freshchat, and with MS Office and Google Workspace.

Key achievements include reducing resolution time by 30% through CRM optimization, training and mentoring 15+ team members, and building customer feedback loops that informed product and process improvements. I consistently coordinate with technical, product, and vendor teams to resolve escalations and improve onboarding and customer experience.

I am passionate about operational excellence and sustainable technologies, available immediately for remote roles, and experienced with asynchronous collaboration tools and practices.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Agent

Current

FairPlay Management (DMCC)

Apr 2022 - Present (3 years 5 months)

Monitored chat and call support operations, coordinated cross-functional and vendor teams to resolve escalations, and produced daily/weekly reports to improve workflows and onboarding.

Customer Support Escalation Management Freshdesk Freshchat Reporting Process Improvement

Customer Service Executive

Customer First Services

Oct 2018 - Mar 2021 (2 years 5 months)

Managed high-volume customer queries and tracked resolution progress for performance dashboards, while mentoring junior hires and documenting processes to improve operational consistency.

Customer Service Ticketing Mentoring Performance Tracking CRM MS Office Communication

Telesales Executive

Basan Equities

Feb 2018 - Sep 2018 (7 months)

Coordinated client account setups and scheduling, analyzed trends and provided operational feedback to optimize team performance and client onboarding.

Telesales Scheduling Data Analysis Reporting CRM Customer Onboarding

Sales Administrator

Aditya Birla Money Ltd

May 2014 - Jan 2018 (3 years 8 months)

Managed client escalations and coordinated with internal departments to resolve issues, maintaining accurate operational records and ensuring process consistency across branches.

Escalation Management Operations Coordination Record keeping CRM

Customer Support Officer

Karvy Stock Broking Ltd

Oct 2010 - Mar 2014 (3 years 5 months)

Onboarded and supported HNI clients, maintained detailed transaction records, and collaborated with internal teams to ensure timely resolution of service issues.

Onboarding HNI Support CRM Compliance