Mukesh Joshi
Ambala,HR
Summary
Customer Success and Client Support professional with over 7 years of experience in SaaS support, customer success, technical support, and relationship management. Proven expertise in customer retention, stakeholder management, conflict resolution, and scalable support operations. Skilled at leading teams, handling complex escalations, and delivering solutions that improve customer loyalty and business growth.
Overview
8
8
years of professional experience
Work History
Senior Client Support Specialist
Maropost India Pvt Lmt
Mohali (Remote)
09.2022 - Current
- Deliver day-to-day customer support across calls, emails, and live chat, resolving technical and business queries with high efficiency and empathy.
- Act as the primary liaison between customers and backend development teams, ensuring smooth communication and timely resolution of escalated issues requiring investigation.
- Assist retailers with inventory management, sales analytics, and business performance reports, enabling smarter decision-making, and improved operational efficiency.
- Serve as the Rollout Champion for new product features, testing updates on both test and live databases, identifying potential issues, and collaborating with developers for fixes prior to release.
- Conduct written and live demonstrations of new functionalities, followed by team-wide training sessions and presentations to ensure smooth adoption of product updates.
- Provide feedback loops to backend teams during testing, ensuring new features are stable, user-friendly, and aligned with customer needs before deployment.
- Recognized as the bridge between Support and Development, driving seamless rollouts, reducing post-release escalations, and improving customer satisfaction.
Team Leader
Virtual Oplossing Pvt Lmt
Mohali
12.2019 - 12.2021
- Managing a team of 15-18 customer support representatives which is working as an intermediate between the backend team and clients.
- Managing the team's day to day work and making sure that all the KPIs are met.
- Accomplished the customer satisfaction rate above 93% and maintained it throughout the whole year.
- Product demonstration and presentation.
- Handled escalations and increased the overall retention rate by 20%.
- Giving regular feedbacks to team members about their performance and provide coaching/training if needed.
Customer Support Specialist
OSI Infotech Pvt Lmt
Mohali
06.2017 - 12.2019
- To provide customer support to international clients via phone calls, live chat and email.
- Handling general queries about service pricing, technical issue, billing.
- Creating tickets on Zendesk and connecting it to the concerned team.
- Updating customers on those tickets regularly.
Education
Bachelor in technology - Electronics and communication
Ambala college of engineering and applied research
Ambala, Haryana, India07.2016
Diploma in Engineering - Electronics and communication
Government polytechnica Ambala city
Ambala city, Haryana, India07.2013
Skills
- Team player
- Customer obsession
- Leadership
- Customer relationship management
- Escalation management
Accomplishments
- Employee of the month, 01/01/20 - 03/01/22, Employee of the month award for 3 months consecutively.
- Innovator thinker, 06/01/21 - 07/01/21, Gave the suggestion and lead the whole program to adopt a new and better CRM tool, which in turn helped the whole customer service team to save 2-3 mins of additional time on each call. Productivity was increased and the resolution time was decreased.
Hobbies and Interests
- Playing indoor/outdoor games
- Watching Anime
- Dancing
- Road trips
Languages
English
Proficient (C2)
C2
Hindi
Native
Native
References
References available upon request.
Timeline
Senior Client Support Specialist
Maropost India Pvt Lmt
09.2022 - Current
Team Leader
Virtual Oplossing Pvt Lmt
12.2019 - 12.2021
Customer Support Specialist
OSI Infotech Pvt Lmt
06.2017 - 12.2019
Bachelor in technology - Electronics and communication
Ambala college of engineering and applied research
Diploma in Engineering - Electronics and communication
Government polytechnica Ambala city