Umesh Saral
@umeshsaral
Customer Support Lead with 8+ years leading teams, improving satisfaction, and accelerating issue resolution through CRM and training.
NepalWhat I'm looking for
I’m a Customer Support Lead with over 8 years of experience building effective support operations, handling escalations, and improving customer satisfaction. I currently lead customer support operations at VIDHYPRO Craft Pvt. Ltd. (F1Soft Group Company).
In my role, I manage team performance and coordinate closely with QA and Product to resolve issues faster and more accurately. I focus on turning customer feedback into practical process improvements and smoother support experiences.
Before this, I served as a Customer Support Mentor at BizBazar E-Commerce, where I mentored support representatives and managed escalations alongside quality assurance activities. Earlier, I worked as a Customer Support Representative at GG Net and Ncell through Rolling Plans Pvt. Ltd., delivering customer service and technical support while maintaining high satisfaction standards.
I take pride in customer training and onboarding—helping teams and customers understand products and workflows quickly. My professional ethos is simple: communicate clearly, solve problems promptly, and continuously refine how support teams operate.
Experience
Work history, roles, and key accomplishments
Customer Support Lead
Vidhypro Craft Pvt Ltd
Led customer support operations and team management, coordinating with QA and Product teams to resolve issues and improve customer satisfaction. Conducted customer training and onboarding and managed escalations to strengthen support outcomes.
Customer Support Representative
Ncell
Assisted customers with telecom services and support requests through Rolling Plans Pvt. Ltd., maintaining high customer satisfaction standards. Handled support inquiries with clear communication and reliable issue resolution.
Customer Support Representative
GG Net
Provided customer service and technical support through Rolling Plans Pvt. Ltd., resolving inquiries and complaints to maintain service standards. Supported customers with timely issue resolution and follow-up.
Customer Support Mentor
Bizbazar E-Commerce
Mentored customer support representatives and managed escalations while supporting quality assurance activities. Improved support quality through coaching and issue follow-up.
Education
Degrees, certifications, and relevant coursework
Higher Secondary Education (+2)
Higher Secondary Education (+2), Higher Secondary Education
Completed Higher Secondary Education (+2). A bachelor’s degree is listed as running, but no institution or dates were provided.
Availability
Location
NepalAuthorized to work in
Job categories
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