Neha Arora
Ghaziabad
Summary
Dynamic Senior Customer Support Specialist at WishAcloud Pvt Ltd, adept at delivering exceptional technical support for SaaS applications. Proven track record in issue escalation and cross-functional collaboration, consistently achieving high customer satisfaction. Skilled in CRM software and effective communication, driving improvements and enhancing team performance in fast-paced environments.
Overview
11
11
years of professional experience
Work History
Senior Customer Support Specialist
WishAcloud Pvt Ltd
Ghaziabad
06.2022 - Current
- Delivered end-to-end technical support for a SaaS-based platform, assisting customers with app development, platform configuration, and system-level issues.
- Resolved complex subscription and billing-related queries by coordinating with cross-functional teams, including finance, product, and engineering.
- Managed global customer tickets through CRM systems, ensuring timely resolution while strictly adhering to SLA targets.
- Supported international clients across multiple time zones via chat and email, consistently achieving high customer satisfaction scores.
- Identified patterns in recurring issues, and proactively escalated bugs or product gaps to relevant teams to drive improvements.
- Created and maintained internal documentation, and contributed to the knowledge base to streamline support workflows and reduce ticket volume.
- Facilitated onboarding and product training for new team members, enabling quicker ramp-up, and consistent customer experience.
- Prioritized workload and task queues effectively to meet response time SLAs in a high-volume, fast-paced SaaS support environment.
Assistant Manager
Naukri.com
Noida
06.2017 - 06.2022
- Resolved customer escalations promptly, ensuring high satisfaction levels.
- Managed email process to address inquiries with accurate and timely responses.
- Supported inbound calls, assisting clients professionally and courteously.
- Maintained Service Level Agreements (SLAs), consistently meeting or exceeding targets.
- Handled online complaint channels including Facebook and Twitter, effectively addressing concerns and escalating issues as needed.
- Developed monthly team rosters, ensuring adequate coverage and efficient workload distribution.
- Provided comprehensive training to new employees on products and processes to enhance service delivery.
- Utilized CRM software to track interactions, monitor resolutions, and maintain accurate records.
Assistant Manager
Kotak Mahindra Bank Ltd
Noida
07.2014 - 09.2016
- Provided exceptional service in phone banking through effective handling of inbound calls.
- Assisted customers with account-related queries, delivering accurate and timely information.
- Maintained detailed records of service requests, ensuring thorough documentation and follow-up.
- Addressed customer concerns as primary point of contact, resolving issues efficiently.
- Demonstrated extensive knowledge of banking products, offering tailored solutions to customers.
- Collaborated with internal teams to enhance communication and coordination for issue resolution.
- Followed established processes to ensure compliance with regulatory requirements.
Education
MBA - Marketing
Amity University
Noida01-2017
BBA - Business Administration
Guru Gobind Singh Indraprastha University
Delhi07-2014
Skills
- Technical support and SaaS applications
- CRM software and documentation management
- Issue escalation and troubleshooting
- Customer relationship management
- Service level agreements (SLA)
- Cross-functional collaboration
- Team training and problem solving
- Effective communication and conflict resolution
- Remote support tools and call center experience
- Live chat support
Languages
English
First Language
Hindi
Proficient (C2)
C2
Timeline
Senior Customer Support Specialist
WishAcloud Pvt Ltd
06.2022 - Current
Assistant Manager
Naukri.com
06.2017 - 06.2022
Assistant Manager
Kotak Mahindra Bank Ltd
07.2014 - 09.2016
MBA - Marketing
Amity University
BBA - Business Administration
Guru Gobind Singh Indraprastha University
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