Summary
Overview
Work History
Education
Skills
Languages
Accomplishments
Timeline
Generic

Sameer Shaik

Bengaluru

Summary

Results-driven professional with extensive experience in Application Support and Sales, demonstrating a strong ability to resolve issues efficiently. Recognized for exceptional communication skills and proactive problem-solving capabilities. Proven success in dynamic environments through strategic thinking and adaptability. Proficient in Python, SQL, and customer service, with a strong focus on effective time management.

Overview

4
4
years of professional experience

Work History

Application Support Engineer

BCT Consulting (Client - Tekion)
Bengaluru
04.2025 - Current
  • Developed deep expertise in Tekion’s platform to efficiently resolve complex accounting issues for dealer partners.
  • Delivered high-quality support via chat, email, and phone, ensuring prompt and accurate query resolutions.
  • Achieved over 95% CSAT from 600+ feedback responses, consistently ranking among top 3 performers in ticket resolution.
  • Took ownership of Tekion Pay and payroll escalations, driving customer-first issue resolution.
  • Implemented strategies to reduce DSATs and convert them into positive experiences, boosting customer satisfaction.
  • Authored internal product documentation and training materials to enhance knowledge sharing across functions.
  • Collaborated with product managers and engineering teams to translate customer feedback into actionable enhancements.
  • Utilized cURL, Postman, Observe, and Visual Studio Code for API debugging, facilitating faster troubleshooting.

License Rights and Compliance Specialist

Cloud Software Group(Citrix)
Bengaluru
01.2024 - 02.2026
  • Managed high-priority escalations from customer service, coordinating cross-functionally with Asset Management, Order Management, Renewal Sales, and Contract Administration teams.
  • Handled complex entitlement renewals, license transfers, rescissions, splits, and terminations with accuracy and efficiency.
  • Oversaw end-to-end RMA processes and product returns, resolving overcharge disputes related to both pricing and non-pricing issues.

Customer Service Specialist

Cloud Software Group(Citrix)
Bengaluru
02.2023 - 01.2024
  • Handled inbound calls and Web 2 cases, resolving a wide range of technical and non-technical issues including login, MFA, billing, renewals, and account limitations.
  • Created and routed tickets efficiently to appropriate teams based on issue type, ensuring quick resolution.
  • Supported global operations across APAC, EMEA, and AMS shifts, demonstrating adaptability to dynamic business needs.
  • Conducted refresher trainings and mentored new hires on tools, processes, and customer interaction standards.
  • Collaborated with leadership to build Salesforce dashboards for real-time KPI tracking and performance insights.
  • Achieved top 10% team ranking with 4 R&R awards in 3 quarters.
  • Delivered standout performance: 98% CSAT, 84% FDR, 1.2-day TTC, and 125% productivity.

Senior Business Development Executive

intellipaat
Bengaluru
02.2022 - 12.2022
  • Initiated proactive outreach to CRM leads, driving high engagement and conversions by aligning customer needs with tailored career solutions.
  • Delivered end-to-end support from pre-sales to post-sales, ensuring high customer satisfaction and successful onboarding.
  • Consistently exceeded monthly sales targets; recognized as the top team contributor.
  • Expanded pipeline by leveraging customer referrals, significantly boosting revenue growth.
  • Tracked individual and team performance metrics to support strategic improvements and team success.
  • Trained team members on sales techniques and CRM best practices; supported onboarding of new associates to accelerate productivity.

Education

Bachelor's of Technology -

Jain (Deemed To Be University)
Bengaluru
06-2022

Skills

  • Salesforce CRM
  • Zoho CRM
  • Multitasking abilities
  • API debugging
  • Incident management
  • Escalation handling

Languages

Hindi
First Language
English
Proficient (C2)
C2
Telugu
Proficient (C2)
C2
kannada
Intermediate (B1)
B1

Accomplishments

  • INSPIRE (MANAK) Ministry of Science and Technology

Timeline

Application Support Engineer

BCT Consulting (Client - Tekion)
04.2025 - Current

License Rights and Compliance Specialist

Cloud Software Group(Citrix)
01.2024 - 02.2026

Customer Service Specialist

Cloud Software Group(Citrix)
02.2023 - 01.2024

Senior Business Development Executive

intellipaat
02.2022 - 12.2022

Bachelor's of Technology -

Jain (Deemed To Be University)

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Sameer Shaik