shubham singh
@shubhamsingh9
Customer Support Specialist driving high CSAT, SLA adherence, and product adoption.
IndiaWhat I'm looking for
I am a Customer Support Specialist and Operations Analyst with experience in SaaS operations, customer success, and client relationship management. I consistently manage high-volume Zendesk queues across chat, email, and voice while maintaining 98% SLA adherence and 90%+ CSAT.
I have led and mentored front-line teams, delivered onboarding and training that cut time-to-value by 15%, and partnered with Product and Engineering to log and resolve bugs, increase adoption, and reduce repeat queries. I also author knowledge-base content and create dashboards and reports to drive data-informed process improvements.
My strengths include empathetic customer handling, analytical problem solving, CRM and dashboard proficiency (Google Sheets, Excel, Zendesk, Jira), and a proactive, client-centric approach to churn reduction and product engagement.
Experience
Work history, roles, and key accomplishments
Customer Support Specialist
Verifinity Solutions
Jul 2025 - Present (11 months)
Managed and mentored a team of 4–5 associates, resolved 80+ Zendesk tickets weekly while maintaining 98% SLA compliance and 90%+ CSAT, and reduced time-to-value for new B2B clients by 15% through onboarding and training.
Customer Support Specialist
Productiv
Apr 2023 - Jul 2025 (2 years 3 months)
Handled 60–80+ Zendesk tickets weekly with 98% SLA compliance and 90%+ CSAT, drove a 12% increase in product adoption and 10% improvement in retention through consultative support and collaboration with Product and Engineering.
Acted as customer advocate handling escalations and complex cases with 98% SLA adherence and 90%+ CSAT, conducted root cause analysis that reduced repeat contacts by 25% and improved first-contact resolution.
Client Relationship Intern
Akhilagya Technologies OPC
Oct 2018 - Apr 2020 (1 year 6 months)
Managed full client lifecycle, contributed to 15% revenue growth via upsell/cross-sell, generated 30+ qualified B2B leads monthly, and supported 95% on-time project delivery through cross-functional coordination.
Education
Degrees, certifications, and relevant coursework
Radha Govind University
Master of Business Administration, Marketing & Finance
2021 - 2023
Completed an MBA with focus on Marketing and Finance from Radha Govind University between 2021 and 2023.
St. Xavier's College, Ranchi
Bachelor of Business Administration, Marketing
2013 - 2016
Completed a Bachelor of Business Administration with a concentration in Marketing from St. Xavier's College, Ranchi between 2013 and 2016.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
Interested in hiring shubham?
You can contact shubham and 90k+ other talented remote workers on Himalayas.
Message shubhamFind your dream job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
