Summary
Overview
Work History
Education
Skills
Websites
Certification
Languages
Timeline
Generic

Sumit Borgaonkar

Mumbai

Summary

Dynamic Senior Customer Support Representative at Nielsen with a proven track record in incident management and SLA compliance. Expert in Zendesk and cross-functional collaboration, I consistently enhanced service performance and strengthened partner relationships, achieving over 95% SLA adherence while driving operational efficiency and client satisfaction.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Senior Customer Support Representative I - Service Connect

Nielsen
Mumbai
09.2025 - Current
  • Provide Tier-1 priority on-call support for the US region addressing critical incidents.
  • Coordinated with engineering and product teams to resolve complex service issues, enhancing overall customer satisfaction.
  • Managed enterprise support workflows using Zendesk, Salesforce, JIRA, and Slack while maintaining 95%+ SLA compliance.
  • Led operational support for partners JioTV, Tata Play, DishTV, Etisalat, and DU, ensuring alignment on service quality.
  • Strengthened operational relationships with telecom and OTT partners, fostering collaboration and improving service delivery.
  • Maintained consistent 95%+ SLA performance while managing high-volume enterprise tickets.
  • Improved turnaround time for critical incidents through effective escalation management.
  • Support CPX initiatives and optimize delivery parameters to improve service performance.

Customer Support Specialist - Service Connect

Nielsen
Mumbai
01.2025 - 09.2025
  • Tracked service incidents and client requests, ensuring timely resolution through Zendesk workflows.
  • Managed service profiles and delivery configurations for enterprise streaming partners.
  • Supported clients including JioTV, Tata Play, DishTV, Etisalat, DU, and VIDIO.
  • Collaborated with engineering teams to resolve platform issues quickly.
  • Contributed to CPX initiatives and improved platform configuration, enhancing overall service delivery.
  • Supported enterprise clients across multiple geographic regions.
  • Improved operational efficiency through structured ticket management processes.
  • Maintained strong partner relationships by providing proactive support and addressing client needs.

Customer Support Specialist

Nielsen
Mumbai
09.2021 - 12.2024
  • Provided technical troubleshooting and platform support for enterprise clients across India, the Middle East, and SEA.
  • Managed support tickets in Zendesk, ensuring SLA compliance for timely resolutions.
  • Handled high-volume support requests while maintaining SLA targets.
  • Coordinated with engineering teams to escalate and resolve service disruptions, minimizing downtime for clients.
  • Partnered with Sales and Technical Account Managers to support client onboarding.
  • Supported onboarding and service configuration for enterprise partners.
  • Created monthly SLA and billing reports to track performance metrics and service quality.
  • Improved reporting accuracy and operational visibility.

Customer Care Representative

Gracenote
Mumbai
09.2018 - 08.2021
  • Managed and resolved product support issues for clients across India, the Middle East, and SEA, ensuring timely escalation for complex cases.
  • Utilized Salesforce for logging and tracking incidents, generating detailed customer usage reports to inform support strategies.
  • Collaborated cross-functionally, including with Sales/TAMs, to support new product delivery and ensure timely issue resolution.
  • Supported CX initiatives and managed delivery profiles to enhance client satisfaction and drive successful product adoption.

Assistant Customer Management Cell

Uni-Design Jewellery I Limited
Mumbai
11.2016 - 08.2018
  • Coordinated customer visits and developed presentations to enhance client engagement.
  • Provided customer service support for clients in US and France, ensuring timely resolution of inquiries.
  • Processed customer orders and replenishment requests.
  • Prepared sales reports and conducted market research to identify trends and opportunities.

Help Desk Administrator

Shree Gajanan Travels
Mumbai
02.2013 - 03.2014
  • Managed travel bookings, hotel reservations, and itinerary planning to ensure seamless travel experiences.
  • Coordinated with travel agents to secure optimal pricing, maximizing value for travel expenditures.
  • Handled scheduling changes and emergency travel modifications to maintain itinerary integrity during unforeseen circumstances.

Education

Bachelor of Science (B.Sc.) - Information Technology

University of Mumbai
01-2016

Skills

  • Enterprise Customer Support
  • SLA Management
  • Incident Management
  • Zendesk management
  • Knowledge base management
  • Service quality assurance
  • Complex problem solving
  • Cross-functional collaboration

Certification

  • AIGPE Certified Six Sigma Yellow Belt
  • Customer Service Foundations
  • Customer Service: Problem Solving and Troubleshooting
  • Complete Google Workspace (G Suite), Beginner - Advanced
  • Building Rapport with Customers

Languages

  • Hindi, Full Professional
  • Gujarati, Limited Working
  • Marathi, Native or Bilingual
  • English, Full Professional

Timeline

Senior Customer Support Representative I - Service Connect

Nielsen
09.2025 - Current

Customer Support Specialist - Service Connect

Nielsen
01.2025 - 09.2025

Customer Support Specialist

Nielsen
09.2021 - 12.2024

Customer Care Representative

Gracenote
09.2018 - 08.2021

Assistant Customer Management Cell

Uni-Design Jewellery I Limited
11.2016 - 08.2018

Help Desk Administrator

Shree Gajanan Travels
02.2013 - 03.2014

Bachelor of Science (B.Sc.) - Information Technology

University of Mumbai
Sumit Borgaonkar