Summary
Overview
Work History
Education
Skills
Accomplishments
Hobbies and Interests
Languages
References
Timeline
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Mukesh Joshi

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, India
07.2016

Diploma in Engineering - Electronics and communication

Government polytechnica Ambala city
Ambala city, Haryana, India
07.2013

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
Mukesh Joshi