Summary
Overview
Work History
Education
Skills
Certification
Interests
Work Availability
Languages
Work Preference
Quote
Timeline
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Abhishek Kumar

Abhishek Kumar

Customer Success Manager
Mohali,PB

Summary

Customer Success Manager with over 4.7 years of diverse experience across SaaS, BPO, and outsourcing sectors. Proven ability to drive customer satisfaction, reduce churn, and enhance product adoption through effective onboarding, training, and support. Skilled in cross-functional collaboration, feedback analysis, and proactive client engagement. Adept at managing multi-channel communication and software QA. Passionate about solving problems, building customer trust, and contributing to business growth.

Overview

5
5
years of professional experience
3
3
Certifications

Work History

Customer Success Manager

Novagems, Inc.
09.2024 - 06.2025
  • Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.
  • Assisted customers with onboarding and product setup to foster successful adoption and usage.
  • Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
  • Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
  • Reduced customer churn by 20% in 6 months through strategic engagement and support.
  • Partnered with product teams to enhance features, resulting in a 30% boost in client satisfaction.

Customer Support Specialist | Trainer | QA Analyst

Novagems, Inc.
12.2022 - 09.2024
  • Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
  • Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
  • Trained over 50+ clients, resulting in a 40% drop in post-implementation support tickets.
  • Conducted QA for 20+ software releases, maintaining a bug-free deployment rate.
  • Developed training documents and monitored user engagement.
  • Acted as a bridge between the support and development teams for escalated issues.


Customer Support Executive – Instacart

Teleperformance
08.2021 - 12.2022
  • Delivered accurate and empathetic email support for US-based Instacart users, handling 80–100 queries daily.
  • Resolved order, refund, and delivery issues, ensuring high customer satisfaction.
  • Maintained detailed case records and helped reduce turnaround time by flagging recurring problems.
  • Supported team targets in CSAT, AHT, and first contact resolution.

Customer Care Executive – Flipkart

Teleperformance
08.2020 - 06.2021
  • Enhanced customer satisfaction by resolving inquiries effectively and efficiently.
  • Handled 70+ daily inbound calls, resolving order-related concerns and product inquiries.
  • Improved loyalty by delivering personalized and solution-focused customer service.
  • Maintained accurate CRM documentation and ensured timely escalation handling.
  • Assisted with onboarding new team members and shared best practices.

Education

Bachelor's of Technology - Mechanical Engineering

Punjab Technical University
Jalandhar, India
04.2001 -

Internship - Mechanical Engineering Intern

Force Motors Ltd.
Mohali
04.2001 -

Higher Secondary Certificate - Mathematics

D.A.V. Public Senior Secondary School
Mohal, Kullu
04.2001 -

Skills

Customer Service

Certification

AutoCAD & Solid Works

Interests

Reading books

Cooking and exploring world cuisines

Developing new skills

Traveling and understanding different cultures

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages

English
Hindi

Work Preference

Work Type

Full Time

Work Location

RemoteHybridOn-Site

Important To Me

Career advancementWork-life balancePaid sick leaveWork from home optionFlexible work hoursCompany Culture

Quote

Risk comes from not knowing what you are doing.
Warren Buffett

Timeline

Customer Success Fundamentals

03-2025

Customer Success Manager

Novagems, Inc.
09.2024 - 06.2025

Business Analytics with Excel

07-2024

Customer Support Specialist | Trainer | QA Analyst

Novagems, Inc.
12.2022 - 09.2024

Customer Support Executive – Instacart

Teleperformance
08.2021 - 12.2022

Customer Care Executive – Flipkart

Teleperformance
08.2020 - 06.2021

AutoCAD & Solid Works

02-2020

Bachelor's of Technology - Mechanical Engineering

Punjab Technical University
04.2001 -

Internship - Mechanical Engineering Intern

Force Motors Ltd.
04.2001 -

Higher Secondary Certificate - Mathematics

D.A.V. Public Senior Secondary School
04.2001 -

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Abhishek KumarCustomer Success Manager