Summary
Overview
Work History
Education
Skills
Video Introduction
Innovation Projects
Timeline
Generic

ANKIT SAHU

Ratnagiri

Summary

Detail-oriented and innovation-driven professional with 4 years of experience in CRM operations, customer support admin, and service documentation. Proficient in Salesforce, Excel, Jira, and SaaS tools, with strong capabilities in maintaining Help Centers, processing SLAs, preparing reports, and handling GDPR-related data workflows. Known for precision, consistency, and supporting backend functions that drive excellent customer service.

Overview

5
5
years of professional experience

Work History

Senior TSA Specialist - Operations

Concentrix
06.2022 - Current
  • Resolved product exchange and return cases for Dell’s U.S. and Canada customers, ensuring prompt and precise processing across consumer and business segments.
  • Managed comprehensive backend workflows, covering order validation, CRM case tracking, shipment coordination, and documentation updates.
  • Collaborated with logistics, warehouse, and support teams to achieve SLA targets and reduce resolution delays.
  • Ensured data accuracy within Salesforce CRM while documenting each case per Dell policy and regional compliance standards.
  • Produced weekly reports on exchange case volumes, SLA performance, and issue trends to identify process improvements.
  • Assisted QA teams by flagging repeat failure patterns and creating detailed logs for technical analysis.

Freelance Customer Support Support Analyst

ModSquad
01.2021 - 06.2022
  • Company Overview: ModSquad is a digital engagement services company that provides customer support, moderation, and community management.
  • Provided technical and CRM support to clients in healthcare and fintech domains
  • Used Zendesk and Jira to manage tickets, log queries, and maintain resolution timelines
  • Contributed to chatbot message refinement and updating canned support responses
  • Documented recurring issues for use by product and engineering teams
  • ModSquad is a digital engagement services company that provides customer support, moderation, and community management.

Education

Bachelor of Science - Computer Science

ASP College
Devrukh

Skills

  • CRM Administration (Salesforce, Zendesk)
  • SLA & Dispute Tracking
  • SOP & Internal Documentation
  • Help Center / FAQ Management
  • GDPR/Data Removal Coordination
  • Excel Reporting & Pivot Tables
  • Jira
  • Confluence
  • SharePoint
  • Data Entry & Accuracy
  • Process Optimization
  • Remote Workflow Support

Video Introduction

https://youtu.be/JiRbd9UrcmY?feature=shared

Innovation Projects

  • AI Simulation & Training Engine, Mental health platform submitted to Microsoft AI for Accessibility; enables scenario-driven behavior tracking for PTSD, autism, and rehabilitation use.
  • QR/Kiosk-Based Virtual Assistant, Selected by Concentrix for streamlining customer queue flow and reducing congestion through AI-driven self-check-in.

Timeline

Senior TSA Specialist - Operations

Concentrix
06.2022 - Current

Freelance Customer Support Support Analyst

ModSquad
01.2021 - 06.2022

Bachelor of Science - Computer Science

ASP College

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ANKIT SAHU