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Yash Verma

@yashverma7

Customer Support Specialist at Onecom who improved onboarding and service workflows by 30% for enterprise accounts.

At Onecom, I own enterprise customer support and service-operations activities, coordinating customer requirements, product concerns and escalations through resolution. I improved onboarding and service workflows by 30% and participate in client MBR/QBR discussions.

At Sinch Cloud Communication, I supported enterprise cases across SMS, Email, WhatsApp and RCS workflows. I investigated issues, escalated complex cases to engineering and product teams, and created SOPs, FAQs and troubleshooting guides; QA performance improved by 15%.

Across my roles, I’ve handled customer and merchant support, technical troubleshooting and incident management. I’ve also improved first-contact resolution by 18% at Tech Mahindra and created help articles at Study IQ that reduced repetitive queries by 25%.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Specialist

Current

Onecom

Aug 2025 - Present (1 year 2 months)

Owned enterprise customer support and service-operations activities, coordinating customer requirements, escalations, and resolution follow-through. Improved onboarding and service workflows by 30% through process improvement and cross-functional collaboration.

Customer Support Service Operations Incident Handling Escalation Management SLA Tracking Process Improvement Cross Functional Collaboration Jira Salesforce Zendesk Freshdesk Confluence Microsoft Teams Google Workspace

Senior Executive – Customer Support & Operations

Sinch Cloud Communication

Apr 2024 - Oct 2024 (6 months)

Owned enterprise customer cases involving product usage and technical issues across SMS, Email, WhatsApp, and RCS support workflows. Created SOPs, FAQs, and troubleshooting guides to standardize support processes and improved QA performance by 15%.

Customer Support Technical Support Incident Management Troubleshooting Escalation Management Documentation SOPs FAQs Jira Salesforce Zendesk Freshdesk Confluence

Product & Risk Operations Specialist

One97 Communications (Paytm Payments)

Oct 2023 - Feb 2024 (4 months)

Handled customer and merchant support activities involving onboarding, verification, documentation, and risk-related service requests. Supported process improvement initiatives that reduced verification friction by 20% while maintaining data accuracy.

Customer Support Risk Operations Verification Documentation Process Improvement Data Accuracy Jira Salesforce Zendesk Freshdesk

Technical Support & Customer Operations Analyst

Tech Mahindra

Aug 2021 - Jun 2023 (1 year 10 months)

Provided first-line technical and application-facing support for SaaS customers, owning inquiries, incidents, and service requests through resolution. Improved first-contact resolution by 18% through stronger SOP adherence and structured troubleshooting.

Technical Support Customer Operations Incident Management Troubleshooting SLA Compliance Salesforce Freshdesk Documentation Training

Customer Experience Associate

Study IQ

Jan 2019 - Jul 2021 (2 years 6 months)

Managed customer queries and service requests in English and Hindi, prioritizing issues and providing timely resolution updates. Created help articles and FAQs that reduced repetitive incoming queries by 25%.

Customer Support Communication Skills Escalation Management Problem Solving Documentation FAQs Help Articles