I am actively seeking a new role that leverages my experience in the live events ticketing, customer support, and SaaS domains where I can apply my expertise in remote team leadership and product support to drive efficiency and enhance client satisfaction.
Looking for a job
Prashant Mishra
@prashantmishra3
Event Programming, Product & Customer Support. SaaS • Global Ticketing Platforms • SLA & KPI Management • Remote Team Leadership
IndiaWhat I'm looking for
I am an operations professional with eight years of experience focused on Event Programming, Product & Customer support. I led distributed teams and managed event build operations in multi timezone environment.
As Team Lead — Event Programming at Ticketmaster, I handled product support and event programming operations, worked on tools like Zendesk, Salesforce CRM, and MS Office to streamline workflows.
Previously I served in customer-facing and management roles at PeopleGrove, LaneOne LLC, LazyKey Marketplace, and Shortlist Professional Services, where I improved response times, built SOPs, and mentored support teams across India.
I hold a B.B.A/B.M.S in Management from ICFAI and seek challenging operations roles where I can apply process improvement, team leadership, and customer-centric strategies to drive measurable outcomes.
Experience
Work history, roles, and key accomplishments
Led event programming operations supporting high-volume live event builds
ensuring seamless execution and delivery
Mentored and managed distributed team members, maintaining performance
standards and professional development in a remote, multi-time-zone environment
Reduced event build errors by 20% through workflow optimization, QA coordination
TI
Team Lead, Event Operations
Ticketmaster
Jun 2021 - Nov 2025 (4 years 5 months)
Directed end-to-end event programming operations for 100+ live events monthly, ensuring 100% on-time delivery under strict SLA requirements. Led and mentored an 8+ person distributed team and improved operational efficiency using KPI governance, while reducing critical build errors by 20% and maintaining 90%+ operational accuracy.
PE
Product Support Specialist
PeopleGrove
Jul 2020 - Jun 2021 (11 months)
Provided Tier 1 and Tier 2 support for a global SaaS platform serving 50+ universities, resolving 98% of escalated cases within SLA targets through proactive troubleshooting and root-cause analysis. Maintained 95%+ customer satisfaction by managing high-priority inquiries via Zendesk and coordinating issue resolution with engineering through Jira.
PE
Product Support Specialist
PeopleGrove
May 2020 - Jun 2021 (1 year 1 month)
Provided product support and customer-facing assistance for platform users, resolving technical and account issues to maintain high user satisfaction.
LL
Ambassador Specialist, CX
LaneOne LLC
Nov 2019 - Jun 2020 (7 months)
Delivered concierge-level VIP customer support before, during, and after live events while resolving high-priority escalations (ticket delivery, venue access, event logistics, account concerns) with 100% resolution within 24 hours. Supported 200+ customers across phone, email, chat, and on-site channels, collaborating with event operations and vendors to reduce customer complaints by ~15%.
LL
Ambassador Specialist - Customer Experience
LaneOne LLC
Sep 2019 - May 2020 (8 months)
Managed customer experience for live events and ticketing operations, handling inbound/outbound communications to resolve attendee issues and improve event delivery.
LM
Customer Experience Manager
LazyKey Marketplace
Jan 2019 - Nov 2019 (10 months)
Managed engagement with channel partners and guests, resolved booking and accommodation issues, and prepared revenue reports to support partner relationships.
LM
Customer & Partner Experience Manager
LazyKey Marketplace
Nov 2018 - Sep 2019 (10 months)
Managed end-to-end customer and partner operations for a fast-paced online marketplace, handling support, escalations, booking and payment issues, and inventory coordination across voice, email, and chat. Produced weekly revenue and performance reports for 30+ channel partners, improving partner satisfaction by ~10% through faster issue resolution and process improvements.
SL
Customer Care Manager
Shortlist Professional Services Pvt Ltd.
Oct 2016 - Jan 2019 (2 years 3 months)
Mentored support teams in India and Kenya, designed SOPs and support manuals, and implemented KPIs and processes that reduced query response time by 40%.
SL
Customer Care Manager
Shortlist Professional Pvt Ltd
Oct 2016 - Jan 2019 (2 years 3 months)
Managed day-to-day customer care operations and supervised a team of 5 support specialists, building support infrastructure including IVR, SOPs, training, quality frameworks, and performance dashboards. Reduced average response times by 30% and improved customer satisfaction by ~15% through workflow redesign, continuous coaching, and KPI tracking.
Education
Degrees, certifications, and relevant coursework
ICFAI (Institute of Chartered Financial Analysts of India)
Bachelor of Business Administration, Management
Completed a B.B.A/B.M.S in Management at ICFAI, focusing on business and management principles.
Tech stack
Software and tools used professionally
Availability
Looking for a job
Location
IndiaAuthorized to work in
Social media
Job categories
Interested in hiring Prashant?
You can contact Prashant and 90k+ other talented remote workers on Himalayas.
Message PrashantGet matched with your dream remote job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
