Sailesh Gupta

Sailesh Gupta - - Kolkata, IN | Remote-Ready LinkedIn SUMMARY Customer Experience Specialist with 5+ years of experience in enhancing client satisfaction across SaaS platforms and startup environments. Proficient in resolving escalations and adept at identifying and addressing customer pain points through effective communication and data-driven support. Committed to fostering long-term client relationships by bridging the gap between product and users. SKILLS Customer Support Skills: Customer Success & Experience, Chat Support, Email Support, Phone Support, Escalation Handling, Retention Techniques, Empathy-Driven Recovery, SaaS Product Support Advocacy & Collaboration Skills: Feature Advocacy, Feedback Loops, Cross-Functional Collaboration, Customer Journey Mapping Technical Skills: CRM Tools (Zendesk, Freshdesk, Salesforce), Data-led Support Metrics, Quality Monitoring, Service Level Agreements (SLAs) Global Experience: Global Client Coverage (US, UK, EU, APAC) WORK EXPERIENCE TaskHuman Technologies Jul 2023 - Feb 2025 Concierge & Customer Success Specialist Remote  Delivered white-glove chat and email support for a global user base in a fast-paced SaaS startup environment.  Recorded, analyzed, and escalated recurring product issues, facilitating user feedback into product improvements.  Created internal documentation and help center articles to enhance self-service support.  Contributed to customer experience enhancement by representing the 'customer's voice' in internal discussions.  Managed escalations, transforming frustrations into long-term loyalty through calm and efficient resolution. Cosmic Europe Ltd. Senior Client Relationship Manager Jun 2022 - Feb 2023 Remote  Managed and expanded a portfolio of enterprise accounts across the US and EU regions.  Developed retention strategies that effectively persuaded users to remain engaged.  Worked with product and service teams to ensure delivery met client expectations. DXC Technologies Jun 2016 - Feb 2022 Senior Customer Service Representative (Trust & Safety) Remote/Hybrid  Managed trust and safety escalations and high-stakes service concerns for global clients, including Accor Hotels.  Created dashboards to track support metrics, including NPS, FCR, and escalation rates.  Trained new team members in managing complex support situations with poise and process adherence. EDUCATION Bachelor of Commerce (B.Com) Chaudhary Charan Singh University, First Division (63%) 2015 - 2018 HOBBIES Interests encompass playing cricket, cycling, exploring historical topics through podcasts, and watching films. A focus is placed on balancing productivity with personal growth and curiosity.