SQL
Jignesh (Jerry) Sharma
Team Lead - Customer Support
Vadodara
Summary
Experienced Customer Support Team Lead with over 6+ years of customer Support, including 2 years in Phone support. Proven track record in efficiently resolving complex issues via Phone calls, chat and email. Adaptable team player with strong problem-solving skills, a customer centric approach, and a commitment to continuous learning. Thrives in a fast-paced, global SaaS environment. Demonstrates exceptional ownership and communication skills for positive customer experiences.
Overview
8
8
years of professional experience
6
6
Certifications
3
3
Languages
Work History
Team Lead - Customer Support
OnceHub Pvt. Ltd.
2 2021 - Current
- Explored new tools and technologies that enhanced the capabilities of the team members while enabling seamless collaboration across departments.
- Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
- Nurtured long-term partnerships with clients by understanding their needs accurately, delivering projects on time, and providing exceptional customer support.
- Tools: G suite, Jira, Trello, MS Azure, Metabase, JQL, HTML (basics), SQL (learning basics), Salesforce (basics), Hubspot, Scheduling platforms, MS Office, etc.
- KPI's: 50+ Emails in a Day, 20-30 Chats, 4-5 Screen sharing support sessions (These where when I was not a team lead @ OnceHub, then as a team lead I used to train my team member to achieve these numbers)
- Typing speed: 65 wpm
- Strong broadband connectivity
Customer Success Specialist (Tier 1)
LogSources Pvt. Ltd.
06.2018 - 09.2020
- Answering live chats and emails, providing support on a wide range of product topics to majorly US and Global customers
- Applied consultative approach to collect information on customer service, account and technical concerns
- Reviewed customer account information to determine current issues and potential solutions
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- Answered support calls and emails for our corporate customers (United States) needing assistance with their scheduling goals
- Perform as a team using Jira, G-Suite, Trello and other tools.
Customer Support Representative
Etech Global Services Pvt. Ltd.
07.2016 - 03.2018
- Modeled exceptional customer services and ensured associates understood direct link of revenue growth and customer loyalty cultivation techniques
- Developed successful online sales operations from scratch by establishing and following strategic vision, mission and operational plans
- Achieved all the conversion targets
- Positioned as the go-to person for up to new trainee staff members, troubleshooting complex administrative and customer issues properly
- Initiated timely response to emails, voicemails and written correspondence.
Education
Bachelor's Degree - Mechanical Engineering
Gujarat Technological University Vadodara
Higher Secondary - Science
Gujarat Refinery English Medium School (G.R.E.M.S)
Skills
Effective Time managementundefined
Certification
Salesforce Platform Basics
References
- Benjamin Nicholson, OnceHub, +1 423-617-5199
- Jarod Sneed, OnceHub, +1 919-218-9253
Interests
Football
Playing football since 2010. Have captained my colleague football team. It's my favorite past time and helps me relieve all my stress.
Timeline
Customer Success Specialist (Tier 1)
LogSources Pvt. Ltd.
06.2018 - 09.2020
Customer Support Representative
Etech Global Services Pvt. Ltd.
07.2016 - 03.2018
Team Lead - Customer Support
OnceHub Pvt. Ltd.
2 2021 - Current
Bachelor's Degree - Mechanical Engineering
Gujarat Technological University Vadodara
Higher Secondary - Science
Gujarat Refinery English Medium School (G.R.E.M.S)
Salesforce Platform Basics
Jira Fundamentals Badge
Trello Fundamentals Badge
Emotional Intelligence Certificate
Fundamentals of Digital Marketing by Google
Prevention of Sexual Harassment at Workplace
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