Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

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
Vadodara
03.2016

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
Anjali Parmar