Headline

Senior Customer Service Specialist | Customer Success | Support Operations | Quality Assurance | SaaS | Process Improvement

About

I am a customer service professional with experience in SaaS and background verification (BGV), specialising in customer experience, issue resolution, support operations and process improvement. In my current role as a Senior Customer Service Specialist, I focus on delivering excellent customer experiences, resolving complex queries, supporting operational efficiency and collaborating with teams to improve service quality. I am particularly interested in using data and analytical thinking to identify trends, improve processes and make better business decisions. Areas of interest: * Customer Success & Customer Experience * Customer Support Operations * Quality Assurance * Process Improvement * Data Analysis & Reporting * SaaS Operations I am continuously developing my analytical and technical skills while looking for opportunities to contribute to business growth through customer centric and data-driven approaches.

Location

India

AI stack

claude

ChatGPT

ChatGPT Images

Microsoft Copilot

Work experience

Senior Customer Service Specialist at Qualification Check, May 2025 - Present · 1 yr 7 mos, Gurugram, Senior Customer Service Specialist * Handle complex customer queries and escalations while ensuring timely and effective resolution. * Support team members with process guidance, issue resolution and day-to-day operational challenges. * Monitor service quality, productivity, SLA and turnaround time (TAT). * Identify recurring customer issues and recommend process improvements. * Coordinate with internal teams to resolve operational bottlenecks. * Contribute to workload management and backlog reduction during high-volume periods. * Maintain a customer-first approach while balancing operational efficiency and service standards.

Customer Support Associate at sploot, Aug 2024 - May 2025 · 10 mos, Gurugram, Haryana, India

Customer Support Specialist at Vyapar, Jun 2023 - Jul 2024 · 1 yr 2 mos, India

Business Development Executive at BYJU'S, Jan 2023 - May 2023 · 5 mos, Noida, Uttar Pradesh, India

Education

Bachelor of Commerce - BCom, Accounting and Finance, Lalit Narayan Mithila University, Darbhanga

Executive, Company Law, The Institute of Company Secretaries of India