MBMehzabeen Bohra
@mehzabeenbohra
Customer support specialist driving SLA compliance, CSAT, and efficient issue resolution in SaaS environments.
IndiaWhat I'm looking for
I am a customer support specialist with 4.5 years of experience supporting US-based SaaS clients across email, chat, and calls, focused on timely, accurate problem resolution and strong cross-functional collaboration.
At Dolphin Softwares (client: Heliaus - Allied Universal), I managed 200+ tickets weekly while maintaining 98% SLA compliance and 95%+ CSAT, reduced average resolution time by 30%, and produced multilingual help videos and documentation to boost self-service adoption.
Previously, as a senior agency manager at ICICI Prudential Life Insurance, I recruited and led a team, drove revenue generation and 90% client retention, and ensured compliance and performance improvement through coaching and structured reviews.
Experience
Work history, roles, and key accomplishments
Customer Support Specialist
Dolphin Softwares
Jun 2021 - Present (4 years 8 months)
Managed 200+ weekly support tickets for US-based SaaS clients, maintained 98% SLA compliance and 95%+ CSAT, and reduced average resolution time by 30% through prioritization and root-cause initiatives.
IISenior Agency Manager
ICICI Prudential Life Insurance
Oct 2019 - Dec 2020 (1 year 2 months)
Recruited, trained and managed a team of 6 advisors generating INR 39.5 lakhs in revenue, maintained 90% client retention and ensured 100% regulatory compliance.
Education
Degrees, certifications, and relevant coursework
Faculty of Management Studies
Master of Business Administration, Business Administration
2017 - 2019
Completed a Master of Business Administration focusing on management studies from 2017 to 2019 in Udaipur.
University College of Commerce and Management Studies
Bachelor of Commerce, Commerce
2013 - 2017
Completed a Bachelor of Commerce degree from 2013 to 2017 in Udaipur focusing on commerce and management fundamentals.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
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