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Saroj Sapkota

@sarojsapkota

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Dynamic Support Specialist with expertise in customer support and operations.

India

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What I'm looking for

I am looking for a role that fosters growth, collaboration, and innovation in a supportive environment.

I am a dynamic and results-driven Support Specialist with extensive experience in customer support, operations, and cross-functional collaboration. My proficiency in managing high volumes of global inquiries using advanced support platforms like Zendesk has enabled me to resolve complex issues related to compliance, payroll, and employee support effectively. I am passionate about delivering exceptional client and employee experiences in fast-paced, remote-first environments.

Throughout my career, I have demonstrated a strong commitment to process improvement and quality assurance, leveraging data insights for operational excellence. My organizational skills and proactive approach to problem-solving have consistently driven efficiency in my roles. As a Senior Reservation and Operation Associate at Headout, I lead and train new hires, conduct quality audits, and standardize processes to enhance productivity and service quality.

Experience

Work history, roles, and key accomplishments

Current

Senior Reservation and Operation Associate

Current

Headout

Oct 2023 - Present (2 years 1 month)

Lead and train new hires while focusing on operational excellence and productivity. Conduct quality audits to maintain high service standards and identify areas for improvement. Standardized processes to improve turnaround times and booking retention.

Zendesk Quality Assurance Process Optimization Operational Excellence

Reservation and Operation Associate

Headout

Oct 2023 - Oct 2023 (0 months)

Managed 500+ tickets weekly using Zendesk, optimizing workflows through automation and ensuring SLA compliance. Conducted inventory checks and contacted supply partners as needed, while also leading the floor during night shifts.

Zendesk Ticketing Workflow Automation SLA Inventory Management

Operation Executive Intern

Headout

Jun 2023 - Oct 2023 (4 months)

Optimized ticket procurement and allocation using Zendesk, enhancing data exchange accuracy and reducing manual effort while collaborating to resolve operational bottlenecks.

Zendesk Data Analysis Process Optimization Collaboration

HR Operation and Administration

Ready Wealth

Dec 2022 - Feb 2023 (2 months)

Supported various HR administrative tasks, including scheduling interviews, coordinating meetings, and addressing inquiries.

HR Administrator Scheduling Coordination Communication Inquiry Resolution

Community Outreach Intern

Village Development

Feb 2021 - Jul 2021 (5 months)

Developed and executed community engagement strategies, awareness campaigns, and workshops for community members, contributing to program planning and evaluation.

Community Engagement Campaign Development Evaluator