Customer Support Specialist with 5+ years’ experience across SaaS, food delivery, and BPO environments. Skilled in managing escalated queries, conducting root cause analysis (RCA), and collaborating with cross-functional teams to resolve technical issues. Experienced in multi-channel support (chat, email, phone), backend monitoring, and order flow troubleshooting. Proficient with Zendesk, Amazon Chat, Salesforce, and other CRM tools, with a focus on clear communication and high customer satisfaction.
Open To Work
Hi, I’m
Palak Meena
Indore
Summary
Overview
6
years of professional experience
1
Certification
Work History
CheckmateIndore
Operation Specialist
12.2023 - Current
Job overview
- Handle escalated, complex technical queries requiring in-depth investigation and root cause analysis (RCA) to resolve POS–delivery integration issues.
- Troubleshoot API connections, menu mapping errors, and order-sync failures across POS systems, and delivery platforms.
- Collaborate with engineering, product, and operations teams to identify outages, replicate issues, and deliver long-term fixes.
- Use Zendesk, Amazon Chat, and internal CRM systems to track, document, and resolve tickets within the SLA.
- Proactively monitor backend operations, verify data flows, and maintain high CSAT scores through empathetic, clear updates.
Annova Solutions Pvt. Ltd.
Process Executive
05.2022 - 01.2023
Job overview
- Processed incoming medical, legal, and business record requests from clients (law firms, insurers, and healthcare providers).
- Organized patient records and maintained confidentiality according to HIPAA guidelines.
- Reviewed and verified medical documentation for accuracy and completeness. Conducted quality checks on received records, flagging incomplete or incorrect files.
- Utilized electronic health record systems to update patient information efficiently.
- Collected, filed, scanned, and retrieved confidential patient information.
- Performed data entry into electronic health record systems.
- Maintained documentation to ensure compliance with company standards.
- Communicated effectively with clients to resolve inquiries and issues.
- Coordinated with facilities (hospitals, clinics, government offices) to confirm receipt, and follow up on pending requests.
- Ensured that all required forms were completed accurately and completely before storage or release.
TaskUsIndore
Product Support Specialist
01.2021 - 02.2022
Job overview
- Managed customer accounts and maintained accurate records.
- Coordinated communication between teams to resolve client concerns.
- Managed live order tracking, refunds, complaint resolution, and escalations under time-sensitive conditions.
- Used Deliveroo’s CRM and order management system to process refunds, apply credits, and log complaints.
- Developed positive relationships with customers through friendly interactions while providing excellent service.
- Consistently achieved KPIs including response time, CSAT, and first-contact resolution.
TeleperformanceIndore
Chat/Phone Support Executive
11.2019 - 11.2020
Job overview
- Handled high-volume real-time chat support for global clients, resolving multiple queries simultaneously.
- Provided fast, empathetic responses while maintaining accuracy and adherence to policies.
- Developed multitasking and time-management skills in a fast-paced contact centre environment.
- Maintained updated knowledge of product features and services.
- Monitored chat queues to ensure timely responses to customer requests.
- Documented customer interactions for reference and quality assurance.
- Educated customers on product usage through clear communication.
- Assisted in training new staff on chat support protocols and tools.
Education
Sage UniversityIndore
Master's of Science from Microbiology And Research
12-2024
University Overview
Mithaas InstituteIndore
Diploma in Content Writing
04.2023
University Overview
Devi Ahilya VishwavidhyalayaIndore
Bachelor's of Science from Biotechnology Major
07-2021
University Overview
AKSA INTERNATIONALIndore
Diploma in Customer Service from Client Handling And Etiquettes
07-2019
University Overview
Vidhya Children AcademyIndore, Madhya Pradesh
Higher Secondary
04-2018
University Overview
Skills
- Multi-channel customer support (chat, email, phone)
- Customer empathy, complaint handling, and de-escalation
- Stakeholder management (customers, partners, vendors, internal teams)
- Root cause analysis (RCA) and incident investigation
- Pos–delivery platform integration troubleshooting
- Order flow monitoring and backend operations
- SLA and KPI management (CSAT, first contact resolution, response time)
- Workflow optimisation and process improvement
Core skills
- Clear communication of technical issues to nontechnical users
- Zendesk, Amazon Chat, Freshdesk, Salesforce, CRM, and ticketing systems
- POS systems: Toast, Square, Oracle Micros
- Delivery platforms include Uber Eats, DoorDash, and Grubhub
- Order and case management platforms
- Knowledge base documentation tools
- Data entry and compliance (HIPAA/privacy regulations)
Technical tools and platforms
Hobbies and Interests
Hobbies and Interests
- Reading
- Writing
- Listening to music
- Being in sports
- Cooking
Personal Information
Personal Information
Nationality: Indian
Certification
- Microsoft Office 365 Essential Skills
- Salesforce Essentials: Mastering CRM for Business Success
- Mastering Salesforce Admin: From Basics to Certification
- Certification in Customer Relationship Management (CRM)
Disclaimer
Disclaimer
I hereby declare that the information given above is true to the best of my knowledge and belief.
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
RemoteSalary Range
₹45000/yr - ₹200000/yrTimeline
Operation Specialist
Checkmate
12.2023 - Current
Process Executive
Annova Solutions Pvt. Ltd.
05.2022 - 01.2023
Product Support Specialist
TaskUs
01.2021 - 02.2022
Chat/Phone Support Executive
Teleperformance
11.2019 - 11.2020
Sage University
Master's of Science from Microbiology And Research
Mithaas Institute
Diploma in Content Writing
Devi Ahilya Vishwavidhyalaya
Bachelor's of Science from Biotechnology Major
AKSA INTERNATIONAL
Diploma in Customer Service from Client Handling And Etiquettes
Vidhya Children Academy
Higher Secondary