Suraj Singha

I am a customer support and quality management specialist with over five years of experience helping clients resolve tickets and ensuring accurate ticket audits. I excel at technical troubleshooting across software and hardware, and I bring hands-on experience with tools like Salesforce, Zendesk, Freshdesk and Google Workspace.

In my current role as a Technical Process Specialist, I guide agents on proper case handling, act as an escalation manager for high-priority incidents, and produce weekly performance reports to drive product and process improvements. I routinely collaborate with stakeholders to identify process gaps and implement enhancements that improve end-user experience.

Previously, I provided technical support for Apple products, managed account investigations and subscriptions, and performed diagnostic and hardware troubleshooting. I have also worked on B2B support for logistics operations and performed quality checks, report creation, and SOP updates to maintain operational accuracy.

I am practical, detail-oriented, and committed to continuous improvement, leveraging data tracking (Excel, dashboards, MySQL) and clear communication to coach teams and resolve complex user issues in real time.