Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Kajal Patel

Specialist - Client Support

Summary

Results-driven Client Engagement Specialist with 5+ years of experience in managing end-to-end customer journeys from onboarding, training, adoption to driving retention and improving satisfaction through strategic support and relationship management. Seeking to leverage proven skills in client communication, cross-functional collaboration, and technical support to contribute to customer success and business growth in several SAAS & DAAS based organizations.

Overview

5
5
years of professional experience

Work History

Client Support Specialist

Altrata
01.2022 - Current
  • Delivered hands-on technical support for API solutions, including troubleshooting, and integration assistance cases
  • Provision new client accounts and facilitated 400+ live personalized onboarding & training sessions alongside developed knowledge base articles to enhance customer product usage and self-help resources.
  • Hosted client webinars to demonstrate product functionality and practical use cases, enhancing customer understanding and engagement.
  • Managed multi-channel customer inquiries, resolving 200+ cases monthly and escalating complex issues to enhance service quality.
  • Tracked KPIs and customer satisfaction metrics to support service excellence initiatives and consistently surpassed company performance metrics by 15% in response time and 10% in customer satisfaction
  • Collaborated on feature testing with product/engineering to ensure support readiness.
  • Analyzed recurring issues to identify root causes and recommend long-term solutions or product improvements.


Customer Engagement

Medical Learning Hub
09.2021 - 11.2022
  • Acted as key client liaison, reporting project outcomes, risks, and escalating issues to management as needed.
  • Partnered with sales and marketing teams to share customer insights, generating 15+ new sales opportunities each quarter.
  • Conducted 30+ client meetings quarterly to deliver project updates and performance reports, boosting engagement.
  • Facilitated budget planning and stakeholder coordination to drive customer onboarding, adoption, and engagement.
  • Collaborated with project managers to initiate projects, gather technical requirements, plan budgets, and align stakeholders.
  • Managed end-to-end post-sales customer journey for MLH, ensuring smooth project execution and client satisfaction.

Associate Executive

JungleWorks
06.2020 - 06.2021
  • Served as key after-sales contact, providing training and live issue resolution for client accounts.
  • Experienced in multi-cultural global organizations, handling SaaS and customized projects (Fleet Management, Logistics, Marketplace, Telemedicine).
  • Collaborated with Project Delivery and technical teams to translate business requirements into technical solutions.
  • Managed and reported activities using CRM tools to track performance and results.
  • Established and nurtured client relationships through cold calling, retargeting, up-selling, and cross-selling on inbound and outbound leads.

Education

Bachelor of Engineering - Mechanical Engineering

Barkatullah Vishwavidyalaya
04.2001 -

Skills

  • Management (CRM) software (eg, Salesforce, Freshdesk, Zoho)
  • Multichannel Support (phone, email, live chat, social media)
  • Troubleshooting and Problem Resolution
  • Ticketing Systems Management (ERP, Jira)
  • Conflict Resolution
  • Patience and Empathy

Accomplishments

    Awarded as Culture Creator for Altrata FY 24-25 for demonstrating cross-functional leadership and peer mentorship

Timeline

Client Support Specialist

Altrata
01.2022 - Current

Customer Engagement

Medical Learning Hub
09.2021 - 11.2022

Associate Executive

JungleWorks
06.2020 - 06.2021

Bachelor of Engineering - Mechanical Engineering

Barkatullah Vishwavidyalaya
04.2001 -

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Kajal PatelSpecialist - Client Support