Maria John
Bangalore
Summary
Confident service advisor with strong people and communication skills. Tenacious attitude towards problem-solving and excellent grasp of internet technology. Proven success in answering customer queries quickly and effectively.
Overview
10
10
years of professional experience
Work History
Service Consultant
Go Digital Technologies
Bangalore
03.2025 - 10.2025
- Implementation and Configuration: Design, configure, and implement Zendesk Support, Guide, Chat, Messaging, and other products based on client requirements.
- Set up ticket workflows, automations, triggers, macros, SLA policies, and user roles to optimize customer support operations.
- Configure Help Centre, knowledge base, and AI chatbots (Flow Builder, Zendesk AI).
- Manage ticket forms, custom fields, and routing rules for efficient issue categorization.
- Integrate Zendesk with third-party applications (CRM, HRMS, Slack, etc.) via APIs and Webhooks.
- Business Analysis and Requirement Gathering: Conduct discovery sessions with clients to understand their business processes, support workflows, and pain points.
- Translate business requirements into Zendesk configurations and actionable solution designs.
- Document Functional Design Documents (FDD) and for client approval.
- Reporting and Insights: Build and manage Zendesk Explore dashboards and reports for ticket metrics, SLA performance, agent productivity, and CSAT trends.
- Provide data-driven insights to enhance customer service efficiency.
- Automate performance tracking and share periodic reports with stakeholders.
- Optimization and Continuous Improvement: Audit existing Zendesk setups to identify areas for improvement.
- Recommend best practices for automation, ticket management, and customer self-service.
- Suggest enhancements to improve response time, agent efficiency, and customer satisfaction.
Support Specialist & Onboarding Implementation
Menumiz Sdn Bhd
11.2023 - 10.2024
- Resolve complex customer issues, collaborating with various departments, to ensure a seamless experience and escalate unresolved problems as necessary.
- Provided onboarding and post-go-live support for hospitality SaaS clients.
- Assisted customers with POS, QR ordering, AI e-waiter, and online ordering issues.
- Troubleshot configuration, user, and operational issues during onboarding.
- Escalated technical issues to internal teams and tracked resolutions.
- Collect and analyse customer feedback to identify common issues and improve products or services.
- Ensured timely responses and clear communication to maintain service quality.
- Led end-to-end onboarding and implementation for hospitality clients.
- Configured POS systems, menus, pricing, taxes, and ordering workflows.
- Set up QR ordering, online ordering, and integrated hospitality tools.
- Coordinated with internal teams to ensure smooth go-live and issue resolution.
- Delivered system walkthroughs and operational training to client teams.
- Completed complex project management tasks on time and under budget to meet department goals.
- Onboarded restaurants, cafés, and food service businesses onto the Menumiz SaaS platform.
- Ensured successful adoption of POS, QR ordering, online ordering, and AI e-waiter solutions.
- Acted as the primary point of contact during onboarding and early lifecycle stages.
- Trained venue owners and staff to maximise platform usage and business value.
- Monitored onboarding progress and addressed client concerns to improve satisfaction and retention.
Customer Service Manager
Zeo Fin Technologies Pvt Ltd - Jify
Bangalore
04.2023 - 10.2023
- Managed customer escalations and focused on timely resolution rather than ticket closure, enhancing customer satisfaction.
- Handled a high volume of social media, email, Instagram, and LinkedIn inquiries daily, improving brand awareness and customer delight.
- Addressed negative reviews by providing solutions, tagging POCs in escalation emails for expedited resolutions.
- Utilized Freshdesk & Zendesk to support users with payments, withdrawals, offers, and promotions, improving client engagement.
- Conducted customer feedback calls to enhance service quality and customer experience.
- Designed and implemented comprehensive onboarding processes to ensure new users understand and effectively use the platform.
- Created and distributed educational materials, such as tutorials, webinars, and FAQs, to help users maximize the platform's features.
- Gathered and analysed feedback from new users to identify pain points and improve the onboarding process.
- Worked closely with product, marketing, and sales teams to ensure a seamless user activation experience.
- Bangalore
Senior Associate - Case Manager
Phable Care
08.2020 - 02.2023
- Expedited case handling to meet SLAs by coordinating with teams, enhancing case assignment and validation processes.
- Maintained communication with POC's and TL's for process updates, ensuring team alignment and SLA comprehension.
- Managed end-to-end case resolution, facilitated customer feedback, and ensured adherence to SLAs by re-assigning or escalating cases as needed.
- Trained new recruits, supported them during OJT, and managed vendor relationships to prevent communication gaps.
- Utilized multiple support tools (One-Direct & Zendesk) to address critical escalations and manage high volume of social media tickets.
- Improved customer satisfaction by resolving negative reviews and ensuring prompt feedback loop with customers for experience enhancement.
- Successfully covered team leader role in absence of team leader. Managed several successful relationships with agents.
Senior Travel Consultant & Head - Operations
Chrysalis Holidays Pvt Ltd
07.2017 - 04.2020
- Issuance, cancellation and rebooking of air tickets both domestic and international.
- Visa processing and documentation.
- Preparing holiday packages both domestic and international.
- Issuance of travel insurance and passports.
- Sharing reports of the team on a daily basis for productivity.
- Effective Time Management.
Travel Consultant
San Link Tours & Travels
03.2016 - 06.2017
- Issuance, cancellation and rebooking of air tickets both domestic and international.
- Visa processing and documentation.
- Preparing holiday packages both domestic and international.
- Issuance of travel insurance and passports.
- Effective Time Management.
Education
AI & Automation in MS Excel - Basic
Skill Nation
Bengaluru, India01.2025
BBA - Business Administration
Global Virtual Academy For Peace And Education
Bengaluru, India01.2024
International Air Transport Association -
Christ University
Bengaluru, India01.2013
Arts - Psychology
Goodwill Christian Pre University College
Bengaluru, India01.2009
High School Diploma -
St Mary's Girls High School
Bengaluru, India01.2007
Skills
- Ms Office (Word, Excel, Powerpoint, Outlook)
- Onboarding processes
- Feedback analysis
- Customer Service
- Complaint handling
- Customer retention
- Client engagement
- Customer relationship management
- Zendesk configuration
Languages
English
Kannada
Tamil
Custom Section
www.linkedin.com/in/maria-john-812a7419b
Timeline
Service Consultant
Go Digital Technologies
03.2025 - 10.2025
Support Specialist & Onboarding Implementation
Menumiz Sdn Bhd
11.2023 - 10.2024
Customer Service Manager
Zeo Fin Technologies Pvt Ltd - Jify
04.2023 - 10.2023
Senior Associate - Case Manager
Phable Care
08.2020 - 02.2023
Senior Travel Consultant & Head - Operations
Chrysalis Holidays Pvt Ltd
07.2017 - 04.2020
Travel Consultant
San Link Tours & Travels
03.2016 - 06.2017
AI & Automation in MS Excel - Basic
Skill Nation
BBA - Business Administration
Global Virtual Academy For Peace And Education
International Air Transport Association -
Christ University
Arts - Psychology
Goodwill Christian Pre University College
High School Diploma -
St Mary's Girls High School