Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Extracurricular Activities
Timeline
Generic

Ajay Sachan

Kanpur,UP

Summary

Customer Support Manager with extensive experience at Grey Swift Pvt. Ltd., recognized for improving operational efficiency through strategic process enhancements and effective cross-functional collaboration. Proficient in CRM platforms and technical troubleshooting, consistently achieving high customer satisfaction rates. Skilled in mentoring teams to deliver outstanding results in B2B support environments.

Overview

8
8
years of professional experience

Work History

Customer Support Manager

Grey Swift Pvt. Ltd.
Gurgaon
05.2021 - Current
  • Lead a team of 5+ support specialists delivering high-impact B2B customer support for a SaaS platform, achieving consistent on-time delivery and high satisfaction scores.
  • Implemented systematic processes, resulting in a measurable increase in first-contact resolution and overall team productivity.
  • Collaborate daily with engineering and product teams to drive customer-requested product enhancements and rapid issue resolution.
  • Established cross-functional workflows, ensuring escalations and complex issues are addressed within SLAs, reducing resolution time by 100%.
  • Mentor and develop team members—coaching on technical troubleshooting, customer communication, and operational best practices.

Customer Support Specialist

Digitangle Consulting Pvt. Ltd.
11.2019 - 06.2020
  • Provided frontline SaaS support, bridging communication between clients and development for timely portal enhancements.
  • Conducted process flow documentation and user testing, contributing to improved support documentation and customer self-service assets.

Business Operations Specialist

Squadrun Solutions Pvt. Ltd.
06.2019 - 11.2019
  • Designed CRM strategies to optimize support workflows and enable future growth.
  • Managed inbound operations and client communications, ensuring smooth delivery of SaaS projects and support services.

Application Support Specialist

Omniscience Infotech India Pvt. Ltd.
03.2018 - 05.2019
  • Led technical support for software deployments; aligned internal processes to customer requirements.
  • Oversaw a cross-functional team for commissions and inventory workflows; streamlined operational reporting and communication.

Customer Delight Executive

Zomato Media Pvt. Ltd.
05.2017 - 12.2017
  • Resolved escalated customer issues, reinforcing customer loyalty during challenging support scenarios.
  • Demonstrated strong ownership and initiative in delivering results beyond standard practices.

Senior Customer Service Associate

Concentrix Daksh Pvt. Ltd.
Gurgaon
08.2015 - 04.2017
  • Promoted to acting Team Lead due to consistent performance and effective team leadership.
  • Recognized for resolving complex cases with a strong sense of ownership.
  • Trained new hires to enhance team competence and service delivery.
  • Drove high customer satisfaction through proactive issue resolution.

Education

Bachelor of Science - Computer And Information Systems

Maharaja Agrasen Himalayan Garhwal University
Pauri Gharwal
06-2022

10+2 - Science

DPVN School
Kanpur
05.2011

Skills

  • CRM and ticketing platforms
  • Technical troubleshooting
  • Data analysis
  • Process improvement
  • Cross-functional collaboration
  • Team development
  • Task delegation
  • Customer satisfaction
  • Operational efficiency

Accomplishments

  • Subject matter expert in CRM and automation solutions; driven process enhancements supporting scale and efficiency.
  • Repeatedly recognized for empathetic customer advocacy and for exceeding SLA and satisfaction targets.
  • Proven track record of process improvement, leading to 100% reduction in turnaround time and increased team engagement (customize with numeric values where possible).
  • Highly adaptable, results-oriented leader who thrives in fast-growing, high-ambiguity environments and has successfully supported technology rollouts and scaling in new markets.

Extracurricular Activities

Regularly consult with cross-functional teams on workflow analysis and system adoption. Developed training modules to upskill support teams on new applications and customer engagement best practices.

Timeline

Customer Support Manager

Grey Swift Pvt. Ltd.
05.2021 - Current

Customer Support Specialist

Digitangle Consulting Pvt. Ltd.
11.2019 - 06.2020

Business Operations Specialist

Squadrun Solutions Pvt. Ltd.
06.2019 - 11.2019

Application Support Specialist

Omniscience Infotech India Pvt. Ltd.
03.2018 - 05.2019

Customer Delight Executive

Zomato Media Pvt. Ltd.
05.2017 - 12.2017

Senior Customer Service Associate

Concentrix Daksh Pvt. Ltd.
08.2015 - 04.2017

Bachelor of Science - Computer And Information Systems

Maharaja Agrasen Himalayan Garhwal University

10+2 - Science

DPVN School

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