Open to opportunities

Uparna Bharathi

@uparnabharathi

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Customer support consultant specializing in Zendesk-driven SLA performance.

India

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What I'm looking for

I seek a role in a collaborative, customer-centric company where I can own SLA-based support, optimize workflows, mentor teams, and contribute to onboarding and product improvements.

I am a Customer Support Consultant with over nine years of experience delivering high-volume email, chat, and ticketing support across SaaS and financial domains.

I specialize in Zendesk and Freshdesk configuration, SLA-driven ticket management, escalation handling, and onboarding/training for global customers.

Throughout my career I have maintained 95–98% SLA compliance, led onboarding sessions, created support documentation and FAQs, and improved workflows to support product enhancements.

I am adaptable, culturally aware, comfortable with international teams and time zones, and willing to relocate based on organizational needs.

Experience

Work history, roles, and key accomplishments

Current

Freelance Customer Support

Current

Self Employed

Jan 2024 - Present (1 year 11 months)

Provide end-to-end email, chat, and ticket-based support for SMB clients, optimize Zendesk/Freshdesk workflows, and create FAQs and help articles to improve response consistency and onboarding outcomes.

Zendesk Freshdesk Email Support Chat Support Ticketing Documentation

MTS – Consultant

Xtrachef by Toast

Jan 2019 - Jan 2024 (5 years)

Supported global restaurant clients via email, chat, and tickets resolving L1/L2 issues with 95–98% SLA compliance, conducted onboarding and training, and documented bugs while updating Salesforce records.

Email Support Chat Support SLA Management Onboarding Salesforce CRM Bug Reporting

Email & Chat Support

BankBazaar.com

Jan 2017 - Dec 2018 (1 year 11 months)

Handled 100+ daily queries on credit and loan products via email and chat, verified customer data, coordinated with banks and internal teams, and maintained audit-ready logs and compliance.

Email Support Chat Support Financial Products Compliance Query Management Logging

Email & Chat Support

AEGIS AS

Jan 2012 - Dec 2016 (4 years 11 months)

Managed 150–200 daily frontline and escalated telecom and financial queries, served as Nodal Officer for legal escalations, led root-cause analysis, and trained 15–20 new associates while meeting SLA/TAT targets.

Escalations Nodal Officer Root Cause Analysis Training SLA Management Documentation Process Improvement

Education

Degrees, certifications, and relevant coursework

Shasun Jain College for Women

Bachelor of Commerce, Commerce

2007 - 2010

Activities and societies: Seminars and academic activities

Completed a Bachelor of Commerce with coursework in accounting, corporate finance, marketing, business maths, and organizational behavior; participated in seminars and academic activities.

Anjuham Higher Secondary School

Higher Secondary Education, Commerce

2005 - 2007

Activities and societies: Academic and cultural events

Completed Higher Secondary Education in the commerce stream with studies in accountancy, business maths, economics, and English; participated in academic and cultural events.