Headline

With 2 years in B2B SaaS support and implementation, I work across the full client lifecycle —from HRMS, CRM configuration and API setup to multi-channel support (voice, chat & email) | n8n workflow automation & AI Agent

About

At eProcurement Technologies, I managed customer support for a SaaS procurement platform — handling technical troubleshooting, escalation management, and ticket resolution across 50+ daily interactions while maintaining consistently high CSAT. At CHL Group, I transitioned into an Implementation Executive role — configuring CRM systems, building client workflows, and guiding new users through the full onboarding journey. Core strengths: → Zoho CRM configuration & API integration → n8n workflow automation → Technical client onboarding & training → SaaS support across voice, chat & email → Customer issue resolution & escalation management Currently exploring SaaS Support Specialist, Implementation Specialist, and Technical Onboarding roles at product-led SaaS companies. Open to connect — let's talk.

Location

Kolkata

Work experience

Full-Stack Developer & AI-Integrated Product Builder at Independent Contractor - Self Employed, Jan 2026 - Present · 5 mos, Kolkata metropolitan area, West Bengal, India, Built a production-grade, real-time voice calling platform (4 apps, 53 screens, 20+ APIs) solo using AI-augmented development. 🚀 "Dil ki Baat" — Monetized voice calling platform for the Indian market. • Built 3 React.js/TypeScript apps (Men's, Women's, Admin) + Node.js/Express backend with 20+ RESTful endpoints • Designed 19-table PostgreSQL schema on Supabase with RLS, triggers, and migrations • Integrated Agora.io WebRTC for real-time voice calling with custom per-second billing engine and atomic wallet transactions • Implemented JWT auth (OTP + refresh tokens), role-based middleware, and Supabase Realtime for live config sync • Built Admin Panel: KYC approvals, revenue analytics, withdrawal processing, and audit logging • Developed gamification system: daily rewards, leaderboard, milestone cash rewards + Firebase FCM push notifications AI & Agentic Development: • Used Agentic AI (Claude, Gemini) + MCP (Model Context Protocol) servers for code review, impact analysis, and cross-app consistency • AI-augmented workflow enabled solo delivery of a platform typically requiring a 4–5 person team Tech: React, TypeScript, Node.js, Express, PostgreSQL, Supabase, Agora.io, Firebase, Razorpay, Tailwind CSS, Vite, Git, JWT

Implementation Executive at Communities Heritage Limited - CHL Group, Feb 2026 - Apr 2026 · 3 mos, Kolkata, West Bengal, India, • Onboard new clients onto MyCo HRMS — configuring CRM workflows, user roles, and system settings tailored to each client's operational requirements using Zoho CRM. • Configure CRM and HRMS integrations to automate key client processes, reducing manual setup time and improving post-go-live efficiency. • Conduct hands-on product training sessions for new users, achieving smooth platform adoption and reducing support escalations during the onboarding phase. • Serve as the primary technical point of contact during client transition — coordinating with cross-functional teams to resolve integration challenges and ensure on-time go-lives. • Perform on-site client visits to deliver in-person implementation support and post-onboarding troubleshooting across the Kolkata region. • Document client feedback and implementation gaps to relay actionable product improvement suggestions to the development team.

Customer Support Executive at eProcurement Technologies Ltd, Aug 2024 - Nov 2025 · 1 yr 4 mos, Kolkata, West Bengal, India, • Delivered multi-channel SaaS customer support (voice, chat & email) for a B2B procurement platform, handling ~50+ tickets daily while maintaining consistently high CSAT scores. • Used Zoho CRM to log, track, and follow up on customer issues — ensuring accurate records and zero missed escalations across the support queue. • Resolved technical troubleshooting requests including user access issues, platform configuration queries, and workflow errors with a focus on first-contact resolution. • Managed escalation handling for complex client issues — coordinating with product and technical teams to ensure timely resolution and clear client communication throughout. • Identified recurring platform issues and documented them for the product team, contributing to improvements that reduced repeat ticket volume. • Consistently met SLA targets across all support channels while adapting to high-volume periods in a fast-paced SaaS environment.

Education

Bachelor of Business Administration - BBA, Amity University Kolkata

High School Diploma, Somruk shital chandra institution