Anjali Parmar
Vadodara
Summary
Dynamic Technical Support Team Lead with over 8 years of experience in optimizing customer service and support operations. Skilled in strategic planning and CRM management to improve customer satisfaction and retention. Proven leader with expertise in cross-functional collaboration and process development. Dedicated to driving team success and enhancing client relationships.
Overview
9
9
years of professional experience
Work History
Technical Support Team Lead
Proseon Technologies Pvt Ltd.
Vadodara
01.2021 - Current
- Led cross-functional coordination across support, sales, marketing, QA, and development teams, owning end-to-end internal coordination and user issue resolution.
- Mentored and trained junior staff on user handling and sales processes; conducted interviews, and helped to draft job descriptions for new hires.
- Managed feedback loops through CRM updates, lead quality reviews, and renewal reporting, ensuring visibility and timely escalations to supervisors.
- Delivered personalized customer experiences via custom trials, training sessions, subscription flexibility, and empathetic issue resolution.
- Designed and optimized client communications: emails, feedback surveys, and YouTube content; supported social media engagement, and community-building initiatives.
- Contributed actively to internal strategy discussions, offering process improvements, aligning with marketing teams, and improving retention and renewal outcomes.
- Collaborated with QA to replicate bugs filed in JIRA, assisted developers with issue logs, and helped organize user meetups, and revenue performance reviews.
- Represented the company at trading expos and client-facing events; engaged with external auditors, and contributed to high-level discussions on business strategy, partnerships, and payment gateway management, and compliance operations.
Sr. Technical Support Executive
Proseon Technologies Pvt Ltd.
Vadodara
01.2020 - 12.2020
- Resolved problems, improved operations, and provided efficient and exceptional service by handling challenging situations with ease.
- Participated in team-building activities to enhance working relationships.
- Delivered training sessions on company software for new users.
- Guided new support representatives in troubleshooting methods, and analyzed operational data to drive planning and decision-making.
- Testing software before and after release, reporting bugs in a proper manner using JIRA with all needful details, which helps the development team to reproduce and fix those issues.
Technical Support Executive
Proseon Technologies Pvt Ltd.
Vadodara
01.2018 - 12.2019
- Working as the first point of contact for clients in a SAS company with a subscription-based business model.
- Managed the customer contact center with support representatives for B2B and B2C.
- Giving demonstrations of products to new users (pre-sales demos), which helps in getting new clients on board.
- Evaluating the quality of leads and giving feedback to the concerned teams for the same.
- Helping customers customize software based on their requirements for ease of use.
- Retained existing clients by educating prospects on the benefits of products and services in comparison to competitors and extending high-quality and efficient support service.
Technical Support Executive
Karvy Data Management Services (Airtel)
Vadodara
09.2016 - 11.2017
- Ensured prompt resolution of support tickets within SLA, and managed escalations as required.
- Provided technical guidance on product purchases based on the needs of the client. Guided users on best practices for applications related to supported services.
- Monitored ticketing system for requests to resolve issues efficiently.
- Assisted customers in troubleshooting network connectivity across various devices.
- Developed strong customer relationships through effective communication and problem-solving. Analyzed user feedback from surveys to identify areas for service improvement.
- Maintained compliance with company quality standards during technical support delivery.
Education
Bachelor of Engineering - Electronics And Communications
Babaria Institute of Technology
Vadodara03.2016
Skills
- Effective communication
- Cross-functional team coordination
- Product Proficiency
- Incident and escalation handling
- Customer relationship management
- Technical troubleshooting and diagnostics
- Conflict resolution
- Remote support
- Customer success
- Training and development
- Quality assurance
- Process improvement
- Data-driven decision making
- Risk assessment and management
- Team leadership and mentoring
- Audit and compliance support
- Strategic planning
Languages
English
First Language
Hindi
Advanced (C1)
C1
Gujarati
Advanced (C1)
C1
Timeline
Technical Support Team Lead
Proseon Technologies Pvt Ltd.
01.2021 - Current
Sr. Technical Support Executive
Proseon Technologies Pvt Ltd.
01.2020 - 12.2020
Technical Support Executive
Proseon Technologies Pvt Ltd.
01.2018 - 12.2019
Technical Support Executive
Karvy Data Management Services (Airtel)
09.2016 - 11.2017
Bachelor of Engineering - Electronics And Communications
Babaria Institute of Technology
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