SSshubham 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 (6 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.
COActed 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
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