Pankaj Kumar
@pankajkumar41
Customer Support Manager at GEAR UPWITH CPR Inc., improving response times and turning training inquiries into class registrations.
IndiaWhat I'm looking for
At GEAR UPWITH CPR Inc., I manage customer support operations for a US-based CPR training business, responding to training inquiries and coordinating class schedules and registrations. I also handle escalations and support customers with clear updates about schedules, certifications, and service changes.
I coordinate American Heart Association class postings and training schedules, then process post-training documentation, audit paperwork, and manage certification issuance through applicable AHA processes. I’ve developed standard operating procedures, FAQs, email templates, and instructional guidance to support consistent workflows and improve response times.
Previously, I managed customer support at Solitaire Digital Soluti, where I supported client relationships and business development and assisted a team of web developers and digital marketing professionals. I also co-founded EZVASTU.COM, overseeing branding, lead generation, recruitment, and team training.
Experience
Work history, roles, and key accomplishments
Customer Support Manager
GEAR UP WITH CPR Inc.
Aug 2021 - Present (5 years 3 months)
Managed day-to-day customer support operations for a US-based CPR training business, handling 20-30 customer emails daily, coordinating AHA class postings, and processing certifications. Improved response times and supported conversion of inquiries into registrations.
Customer Support Manager
Solitaire Digital Soluti
Sep 2018 - Jul 2021 (2 years 10 months)
Managed client relationships, assisted in business development, and supported a team of web developers and digital marketing professionals. Provided after-sales support and resolved customer issues via email and Zoom.
Co-Founder and Partner
EZVASTU.COM
Apr 2016 - Sep 2018 (2 years 5 months)
Oversaw branding, lead generation, business development, recruitment, team training, and day-to-day team activities. Planned promotional campaigns, sales meetings, targets, and responsibilities across business verticals.
Sales & Marketing Manager
Caretake Management Services & Realty Pvt. Ltd
Mar 2015 - Mar 2016 (1 year)
Managed lead generation, project presentations, site-visit coordination, sales reporting, and promotional activities. Coordinated with finance, documentation, and other departments to support customers during and after sales.
Sales Manager
Ascent Property
Aug 2013 - Mar 2015 (1 year 7 months)
Led prospecting, marketing, sales planning, customer relationship management, post-sales support, team training, and day-to-day reporting.
Assistant Sales Manager
GreenHillHomes Pvt. Ltd.
Dec 2011 - Jul 2013 (1 year 7 months)
Supported lead sourcing, project presentations, site visits, sales-team coordination, promotional activities, and after-sales service.
Assistant Manager, Pune
Reliance Communication
May 2011 - Sep 2011 (4 months)
Managed distribution-channel relationships, partner support, demand forecasting, promotional activities, and customer-service coordination.
Education
Degrees, certifications, and relevant coursework
Sinhgad Institute of Business Administration & Research
MBA, Business Administration
Grade: 66.0%
MBA from Sinhgad Institute of Business Administration & Research, Pune University, completed in 2011 with 66.0%.
Jagannath Jain College
B.A. (Hons.), Arts
Grade: 60.4%
B.A. (Hons.) from Jagannath Jain College, Vinoba Bhave University, completed in 2008 with 60.4%.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Skills
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