Open to opportunities

Queen Choudhary

@queenchoudhary

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Detail-oriented customer support specialist with a focus on client satisfaction.

India

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What I'm looking for

I am looking for a role that allows me to enhance customer experiences and offers opportunities for professional growth in a supportive environment.

I am a detail-oriented and customer-focused professional with over 2 years of experience in SaaS-based customer support. My expertise lies in ticket management, chat support, troubleshooting, client onboarding, and client acquisition across various industries, including hospitality, banking, IT, and real estate. I excel at handling inquiries, resolving issues, and building strong client relationships, ensuring that every customer interaction is positive and productive.

At SoftNice Inc., I managed customer interactions through live chat, email, and ticketing systems, consistently ensuring timely resolutions. I provided technical support for SoftApp, a VMS and HRMS platform, and played a key role in enhancing user efficiency by configuring automated notifications. My proactive approach to customer engagement has led to improved onboarding processes and a significant increase in customer satisfaction ratings.

With a strong foundation in technical troubleshooting and API support, I am dedicated to creating comprehensive knowledge base articles and conducting training sessions that empower clients. I am now seeking to leverage my skills as a Customer Support Specialist to deliver exceptional customer experiences and contribute to business growth.

Experience

Work history, roles, and key accomplishments

Customer Support Specialist

SoftNice Inc. / SpicaSolutions

Jan 2023 - Jan 2025 (2 years)

Managed customer interactions via live chat, email, and ticketing systems, ensuring timely resolution and providing technical support for SoftApp, a VMS & HRMS platform. Led client onboarding and exit processes, assisting with account setup and workflows, while also creating and maintaining FAQs and knowledge base articles for customer self-service.

Intercom Troubleshooting Customer Onboarding Confluence

Business & Marketing Support Trainee

SolitaireInfosys

Oct 2021 - Nov 2021 (1 month)

Assisted in handling customer inquiries and improving engagement strategies, while also conducting market research to identify business challenges and growth opportunities. Contributed to the execution of marketing campaigns and event planning, and helped develop marketing content and presentations to enhance brand communication.

Market Research Marketing Campaigns Content Development Brand Communications Customer Engagement Problem Solving

Trainer/Mentor

Freelance

Jan 2018 - Dec 2020 (2 years 11 months)

Provided personalized training and mentorship to professionals in various technical and business domains, developing educational materials for one-on-one coaching sessions. Assessed progress, provided constructive feedback, and ensured effective skill development for mentees.

Training Mentorship Coaching Communication Presentation Problem Solving

Education

Degrees, certifications, and relevant coursework

A&M College, Pathankot (Punjab Technical University)

Master of Business Administration, Human Resource; Marketing

Completed a Master of Business Administration with a major in Human Resources and a minor in Marketing. The program focused on developing comprehensive business acumen and strategic management skills.

AB College, Pathankot (GURU NANAK DEV UNIVERSITY)

Bachelor of Science, Science

Obtained a Bachelor of Science degree from AB College, affiliated with Guru Nanak Dev University. The curriculum provided a foundational understanding of scientific principles and methodologies.