Samrat J
Client Support Analyst
Bengaluru
Summary
Client Support Analyst with 7+ years of experience in BPO operations, client support, and candidate travel management across global environments.
Expert in Tier 1 & Tier 2 support, incident and escalation management, and SLA/KPI delivery, consistently driving high CSAT and service performance.
Proven track record in team leadership (Team Manager & Assistant Manager), enhancing operational efficiency, productivity, and service quality.
Skilled in end-to-end operations support, stakeholder management, Salesforce, ticketing systems, and root cause analysis (RCA), enabling issue resolution, cost optimization, and continuous process improvement.
Overview
9
9
years of professional experience
5
5
Languages
Work History
Client Support Analyst
Graebel Companies INC.
07.2025 - 03.2026
- Led end-to-end candidate travel & relocation operations, delivering a seamless candidate experience across global locations.
- Managed high-volume travel logistics (flights, hotels, ground transport) using Concur, travel management systems, and ticketing tools.
- Ensured calendar synchronization & interview coordination, resolving last-minute changes, cancellations, and rescheduling with zero disruption.
- Acted as primary point of contact (POC), providing real-time support, stakeholder communication, and issue resolution.
- Drove cost optimization & vendor management, ensuring policy compliance, expense reporting, and audit readiness.
- Delivered Tier 1 & Tier 2 support, leveraged root cause analysis (RCA) to reduce recurring issues by 80%, and maintained 92% CSAT & SLA adherence.
Customer Service Analyst
Accenture
04.2024 - 07.2025
- Delivered exceptional service while driving revenue growth through consultative selling.
- Resolved high volumes of inbound customer inquiries and converted them into sales opportunities.
- Mentored peers, streamlined support processes, and improved customer satisfaction.
- Demonstrated strong multitasking, communication, and solution-oriented skills.
Operations Manager (Tele Collections)
VCATCH BPO Services
07.2023 - 11.2023
- Managed a team of 40+ members in recovery debt of personal loans (Cred, Smart Coin, Money Tap, and Money View).
- Handled 1,2,3 Buckets with NPA cases.
- Documented customer information on the database, collecting credit history, financial statements, and personal details to preserve consistent records.
- Led and managed collections team members through a variety of motivational techniques.
- Stayed abreast with law changes, governing debt collection protocols, and best practices to comply with regulations and procedures.
Assistant Manager
Cimmons Integrated Services Private Limited
08.2020 - 04.2022
- Managed a team of 35 members working on various projects like Bosch, Elecroom & Betterhalf AI processes.
- Transformed team members into team leaders, quality leads, and training leads to impart knowledge to new staff.
- Trained and helped less experienced staff manage workloads and assignments, facilitating fulfillment of organizational objectives.
- Oversaw third-party contracts and service level agreements for facilities maintenance and T&F management.
Assistant Manager
Transact Global Solutions Limited
01.2017 - 08.2020
- Started as a Technical Support Executive and was promoted to SME within 7 months through an IJP.
- Promoted as Team Leader in 2018 for the process Bosch and headed an escalation team.
- Managed client relationships to ensure real-time feedback and customer satisfaction.
- Conducted client site visits to build relationships and execute best practice sharing.
- Exceeded trends in customer experience and showcased the organization's capability to deliver to client requests and goals.
Education
Bachelor of Commerce -
Rabindranath Tagore University
MPundefined
SSM Public
Skills
Client Relationship Management
MS Office Suite (Excel, Word, PowerPoint)
Ticketing & Case Management Systems
Process Optimization & Workflow Management
Operational Troubleshooting & Issue Resolution
Employee Engagement & Retention Strategies
Team Leadership & Development
Data-Driven Decision Making & Strategic Planning
People Management & Performance Excellence
Results-Oriented Execution
Analytical Thinking & Problem Solving
Effective Communication Skills (Verbal & Written)
Interpersonal & Stakeholder Management Skills
Self-Starter with High Ownership & Initiative
Leadership & Organizational Development
Accomplishments
- Bottom Quartile Management
- Project on AHT reduction
- Concept implementation to help front line staff
Timeline
Client Support Analyst
Graebel Companies INC.
07.2025 - 03.2026
Customer Service Analyst
Accenture
04.2024 - 07.2025
Operations Manager (Tele Collections)
VCATCH BPO Services
07.2023 - 11.2023
Assistant Manager
Cimmons Integrated Services Private Limited
08.2020 - 04.2022
Assistant Manager
Transact Global Solutions Limited
01.2017 - 08.2020
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SSM Public
Bachelor of Commerce -
Rabindranath Tagore University