Anuja Nimbalkar
Customer Support Specialist, Remote
Customer Support Specialist with 4+ years of experience at a SaaS start-up with a remote team. I am the strongest customer advocate in the company
and customer success is my motto. I am passionate about helping build up new teams and processes to provide best in class customer support.
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WORK EXPERIENCE
Customer Support Specialist
Clara Labs
04/2018 - Present,
Remote
Responsibilities
Guwahati, India
linkedin.com/in/anujanimbalkar
SKILLS
Customer Support,
Technical Support
Account Management
Customer Relationship
Management
Zendesk
Ticket management via Zendesk including triaging, reviewing and approving tickets, ensuring and
maintaining record first response times
Troubleshooting and identifying technical issues and bugs, escalating them to the engineering team via
proper channels, following up for timely resolutions
Onboarding new users, account setup and backend management for user accounts, tracking usage realtime for ongoing support to ensure customer success until graduation for both B2B and B2C customers
Identifying patterns and common feature requests, pitching ideas to the Product team, testing, reviewing
and providing feedback on new features for product development
Assisting in building/revising support documentation, newsletters, outreach campaigns, other projects
Working with platform integrations like GSuite, Google Meet, O365, Zoom, Lever, Greenhouse. Gained
proficiency in GMail/GCal, Microsoft Calendar, Zendesk, Chartio, Jira, API, Slack, 1Password, FullStory,
Stripe, Salesforce, Google Docs, Looker
Virtual Assistant
Clara Labs
07/2016 - 01/2018,
Remote
Responsibilities
MS Office, Google Docs
Calendar Management and
Scheduling
Editing/Proofreading
Project Management
Scheduling meetings for customers and their guests across multiple timezones
Calendar management- Google and Microsoft
Basic customer support emails
Escalation handling- solving complex scheduling problems in a timely manner
Editor/Proofreader
International Service Check
11/2014 - 11/2015,
Remote
Responsibilties
Editing and proofreading service-checker reports for spelling and grammar
LANGUAGES
English
Native or Bilingual Proficiency
Hindi
Ensuring compliance with established editing guidelines
Proofreading reports and answers to questionnaires
Maintaining quality of reports and providing feedback to service checkers
Worked on several projects for multiple brands
Native or Bilingual Proficiency
Programme Coordinator
NIT, Silchar
Marathi
04/2013 - 12/2013,
Native or Bilingual Proficiency
Responsibilities
Silchar, India
Building and implementing 'Digital Campus' project in Kendriya Vidyalaya school from ground up
Established processes and protocols for collection of manual data from the school (fees schedule,
attendance reports, photos of students for digital IDs, lesson plans, class schedule management and so on)
for integration of the data with the software
Digitizing all school activities to eradicate unnecessary paperwork and have all the information collated
into one software for efficient management of school activities
Developing online self-study resources with the help of teachers
Conducting training sessions for students, teachers and parents on how to use the platform successfully
EDUCATION
Bachelor of Management Studies
Mumbai University
07/2009 - 06/2012,
Courses
Project: Advertising Successes and Mishaps
Mumbai, India
