Ashmeet Singh Saluja
Senior Specialist, Client Experience
Bengaluru
Summary
Senior Customer Experience Specialist with a proven track record in supporting global clients in SaaS, telecom, and legal services industries with over 4 years of experience. Proficient in utilizing tools such as Intercom, Zendesk, and Freshchat for live chat, ticketing, onboarding, and issue resolution. Recognized for consistently achieving high CSAT scores, building customer trust, and effectively collaborating across departments to enhance support processes.
Overview
5
5
years of professional experience
Work History
Senior Specialist, Customer Experience
Multiplier Technologies India Pvt Ltd
Bengaluru
02.2025 - Current
- Delivered real-time support to global clients via Intercom (live chat) and managed ticket escalations using Zendesk, ensuring timely and effective resolution.
- Acted as a key liaison between clients and internal cross-functional teams (Product, Payroll, Compliance) to drive resolution of complex issues.
- Achieved high customer satisfaction rates, earning multiple positive Trustpilot and G2 reviews personally attributed to support interactions.
- Contributed to enhanced customer retention and brand trust through consistent, empathetic, and solutions-oriented service.
- Maintained performance metrics across SLAs, CSAT, and first-response resolution time, often exceeding team targets.
- Provided feedback loops to internal stakeholders to improve product usability and reduce recurring customer pain points.
- Handled sensitive client data and payroll-related queries with discretion, aligning with GDPR and internal compliance standards.
Customer Support Advisor (SaaS)
GoHighLevel India
New Delhi
03.2024 - 01.2025
- Delivered customer support via chat, Zoom calls, and a structured ticketing system via Freshchat, ensuring high first-contact resolution.
- Specialized in SaaS onboarding, automation troubleshooting, and support across integrations and CRM workflows.
- Authored and maintained knowledge base articles, improving self-service success rates and reducing ticket volume.
- Facilitated the training of new hires, standardizing best practices and ensuring consistent support quality.
- Actively monitored customer feedback, achieving high CSAT scores and maintaining top-tier performance metrics.
- Supported clients with calendar tools and scheduling automation, optimizing workflow efficiency.
Senior Customer Support Advisor
Vodafone Inteligent Solutions
Ahmedabad
05.2022 - 02.2024
- Managed inbound support for Vodafone Ireland Mobile & Broadband, addressing technical, billing, and account-related concerns.
- Handled escalations with professionalism and accuracy, updating CRM systems and coordinating with technical teams.
- Converted challenging support interactions into sales opportunities, earning performance-based incentives.
- Mentored junior team members, improving team-wide communication skills and sales effectiveness.
- Consistently surpassed individual KPIs related to customer satisfaction, resolution time, and retention.
Process Executive
Annova Solutions Pvt. Ltd.
Indore
11.2020 - 05.2022
- Served as a Field Expediter for Compex Legal Services (California), coordinating outbound calls to medical facilities on behalf of law firms.
- Exceeded daily productivity targets and played a pivotal role in helping the team meet monthly goals.
- Recognized as a Top Performer for six consecutive months, based on quality and output.
- Trained and coached new team members, improving overall team capability and reducing onboarding time.
- Conducted regular audits and quality checks, leading to significant error reduction and improved service delivery.
Education
BBA -
Devi Ahilya Arts & Commerce Jagdale Colege, DAVV
Indore, India 04.2001 -
Skills
- Intercom, Freshchat & Zendesk (Live Chat & Ticket Support)
- SaaS Platform Support & Troubleshooting
- Customer Onboarding, Support & Retention
- Knowledge Base Creation
- Cross-functional Collaboration
- Communication & Empathy in Customer Handling
Timeline
Senior Specialist, Customer Experience
Multiplier Technologies India Pvt Ltd
02.2025 - Current
Customer Support Advisor (SaaS)
GoHighLevel India
03.2024 - 01.2025
Senior Customer Support Advisor
Vodafone Inteligent Solutions
05.2022 - 02.2024
Process Executive
Annova Solutions Pvt. Ltd.
11.2020 - 05.2022
BBA -
Devi Ahilya Arts & Commerce Jagdale Colege, DAVV
04.2001 -
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