Freshdesk
Avinash Shegokar
Customer Success Specialist
Pune,MH
Summary
Customer-focused professional with 5+ years of experience in B2B SaaS environments, specializing in customer onboarding, technical support, and lifecycle management. Proven track record of achieving high CSAT scores, consistently meeting SLA targets, and resolving complex customer issues through a customer-first approach. Skilled in collaborating cross-functionally with product, sales, and operations teams to improve workflows, enhance user experience, and drive customer retention. Proficient in tools such as Salesforce, Freshdesk, and HubSpot to streamline support operations, optimize processes, and deliver data-driven insights.
Overview
10
10
years of professional experience
Work History
Customer Support Specialist
Redaptive
Pune, Maharashtra
05.2025 - Current
- Delivered exceptional customer support with a customer-first approach, achieving 5-star CSAT and a 20% response rate by effectively resolving inquiries and exceeding expectations.
- Met and exceeded SLA targets by maintaining First Response Time within 24 hours and ensuring case resolution within 30 days through strong prioritization and follow-up.
- Diagnosed and resolved complex technical and operational issues under pressure, ensuring minimal disruption and clear, solution-oriented communication.
- Managed end-to-end order warranty process, including order processing, shipment tracking, and coordination to ensure accurate and on-time delivery.
- Collaborated cross-functionally with Sales, Customer Operations, and Technology teams to resolve escalations, improve workflows, and enhance overall customer experience.
- Drove continuous improvement by identifying process gaps, optimizing workflows, and leveraging tools like Salesforce, Excel, and Tableau for efficient case management and reporting.
Customer Success Specialist
Mesh Info India Pvt Ltd
Pune
04.2023 - 01.2025
- Developed strong customer relationships by engaging with them during implementation and onboarding, educating them on MESH's SaaS-based product features and benefits, and consistently providing exceptional, customer-focused service to enhance satisfaction for assigned regions: the US, Mexico, and India.
- Collaborated with product managers and sales and marketing teams to optimize customer experience, resolving any system or user issues through helpdesk support.
- Responsible for helping to create how-to, training, and educational materials for customers and users.
- Coordinated with product and development teams to ensure timely and successful delivery of solutions by executing production testing according to the clients' needs.
Operations Analyst
Phonepe India Pvt Ltd
Bangalore
04.2018 - 01.2023
- Provided technical support for the Gig App through Freshchat, phone, email, and other channels, ensuring adherence to defined SLAs, and avoiding escalation by resolving issues promptly.
- Managed Google and social media reviews, and offered support through Freshchat, TeamViewer, and Google Meet, guiding clients through onboarding with clear, step-by-step instructions.
- Streamlined gig evaluation to reduce processing time from 7 days to 2 days, and follow up with the respective department through the Freshdesk system to get solutions quickly and effectively.
- Oversaw lead generation, telecalling, and content moderation campaigns for clients including Vidmate, Welike, Nemo, Amazon, Unacademy, and WhatsApp.
- Conducted workload assessments, improved operational processes to boost productivity by 40%, and ensured compliance with regulatory standards by regularly analyzing and refining processes.
- Monitored KPIs to gauge campaign performance effectiveness, providing insightful perspectives for future campaign strategies.
Sr Marketing Executive
AB Software Solution
Pune
04.2017 - 08.2017
- Identified and pursued new sales opportunities, expanding the customer base, and achieving growth targets.
- Conducted compelling presentations and demonstrations to prospective clients, addressing their needs and objections.
- Managed customer inquiries and complaints, resolved issues, repaired trust, and designed optimal solutions while gathering requirements for customized products.
- Oversaw the development team to ensure product goals and deadlines were met, tested software and websites, and handled deployment, installation, and client training.
Sales IE
Rittal India Pvt Ltd
Kolhapur
05.2016 - 01.2017
- Lead generation, contacted customers to set up appointments, and monitor satisfaction levels.
- Develop forecasts for conversion, growth, and retention, achieve sales targets, and manage channel partners.
- Collaborate with internal teams to address delivery issues, update the CRM, and oversee on-site service requests and improvements.
- Track competitor products, processes, and market status.
Education
BE - Electronics and Telecommunications
RSCE ( Amravati University)
Buldhana01.2013
Skills
- Customer Support & Issue Resolution
- SLA & Ticket Management (FRT, TAT, Escalations)
- Customer Onboarding & Product Adoption
- Technical Troubleshooting (SaaS / B2B Products)
- CRM & Helpdesk Tools (Salesforce, Freshdesk, HubSpot)
- Cross-functional Collaboration (Product, Sales, Ops)
- Customer Experience (CSAT, Retention)
- Process Improvement & Workflow Optimization
- Data Analysis & Reporting (Excel, Tableau)
- Client Communication & Stakeholder Management
Accomplishments
- Winner of “GigIndian of the Month” Award (2x) and nominee (3x).
- Boosted productivity and streamlined processes across diverse teams and domains.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software
Freshchat
Hubspot
Sugar CRM
Microsoft Excel
Google Sheets
Confluence
Slack
Salesforce
Languages
English
Native language
Hindi
Advanced (C1)
C1
Marathi
Advanced (C1)
C1
Work Preference
Work Type
Full TimeLocation Preference
On-SiteRemoteHybridTimeline
Customer Support Specialist
Redaptive
05.2025 - Current
Customer Success Specialist
Mesh Info India Pvt Ltd
04.2023 - 01.2025
Operations Analyst
Phonepe India Pvt Ltd
04.2018 - 01.2023
Sr Marketing Executive
AB Software Solution
04.2017 - 08.2017
Sales IE
Rittal India Pvt Ltd
05.2016 - 01.2017
BE - Electronics and Telecommunications
RSCE ( Amravati University)