Anuja Nimbalkar | Freelancer Resume

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. - - 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