Open to opportunities

Mohit Bherwani

@mohitbherwani

Message

I resolve complex SaaS customer issues, improve support operations, and sustain 95%+ SLA adherence.

India

Message

What I'm looking for

I'm seeking Senior Customer Support, Product Support, Customer Success (non-sales), or Support Operations roles in remote, hybrid, or on-site environments where I can improve customer outcomes, resolve complex SaaS issues, and strengthen support processes.

I've supported SaaS customers at mKonnekt and Blackbaud India, resolving issues across email, chat, and voice while building product knowledge in nonprofit payments and support workflows.

At mKonnekt, I owned customer issues end-to-end, maintained 95%+ SLA adherence across a 20+ agent team, and served as an SME for complex product and process troubleshooting. I built team-adopted SOPs and knowledge-base articles, created CSAT, turnaround-time, and quality dashboards, and partnered with Product, Engineering, and Client Success to address recurring defects.

Earlier at Gyanvriksh Interactive, I resolved payment and account issues with 100% transaction accuracy and improved customer satisfaction by 15% through structured follow-up and clear communication. I also train and mentor new hires to strengthen ramp-up time and quality.

Experience

Work history, roles, and key accomplishments

Customer Support, Staff

Blackbaud India

May 2026 - Jun 2026 (1 month)

Completed structured onboarding within Blackbaud's nonprofit SaaS environment, building hands-on product knowledge to support live customer issue resolution. Gained working knowledge of Salesforce Service Cloud case management, including queue structures and ticket lifecycle workflows. Built understanding of SSO and MFA as implemented across Blackbaud's SaaS customer base. Developed product knowle

Salesforce Service Cloud SaaS Support SSO MFA Documentation Escalation Management

Customer Support Specialist (SaaS)

mKonnekt

Mar 2022 - Jul 2025 (3 years 4 months)

Delivered consistent customer experience across chat, email, and voice channels, owning issues end-to-end while maintaining 95%+ SLA adherence across a team of 20+ agents. Served as SME for complex product and process issues, performing root cause analysis to improve first-contact resolution. Built and maintained SOPs and knowledge base articles adopted across the team. Designed performance dashbo

Support Consultant

Gyanvriksh Interactive Pvt Ltd

Mar 2020 - Mar 2022 (2 years)

Delivered multi-channel support (email, chat, voice) in a high-volume environment, resolving payment and account issues with 100% transaction accuracy. Improved customer satisfaction scores by 15% through structured follow-up and clear communication. Advised on service delivery process gaps, recommending changes that improved response quality and turnaround time.