Sandeep Pandey

Sandeep Pandey​ Email -- Address - Siliguri, West Bengal, India​ Phone - - Professional Summary Results-driven Customer Support & Account Management Specialist with over 8 years of experience in customer service, technical support, and account management. Adept at handling client relationships, conflict resolution, and process improvement, with expertise in CRM tools, ticketing systems, and project management. A certified Scrum Master, bringing agility and efficiency to customer success operations. Proven remote work success track record, ensuring seamless client support across various industries, including e-commerce, SaaS, and tech support. Work Experience Account Manager | Outsourcing Helpers (Remote) Managed key client relationships, optimized processes, and provided coaching & training for customer support teams. ●​ Led customer support teams to enhance response times and resolution rates. ●​ Provided training and mentorship to agents, improving service quality. ●​ Maintained strong relationships with clients, ensuring retention and satisfaction. Customer Support Specialist | Invisible Technologies (Remote) Delivered top-tier support for clients, managing inquiries across various digital platforms. ●​ Handled customer escalations, and troubleshooting issues efficiently. ●​ Managed workflows using CRM and ticketing tools to streamline communication. ●​ Assisted in refining support documentation and FAQs for better self-service. Technical Advisor | Sutherland (Symantec Process) (Onsite) Provided technical support for Symantec users, troubleshooting complex security issues. ●​ Resolved security software concerns, ensuring compliance with industry best practices. ●​ Assisted clients via live chat, email, and phone support, maintaining high CSAT scores. Senior Customer Service Representative | Capita (Onsite) ●​ Delivered excellent service for a UK-based telecom company, handling escalations effectively. ●​ Assisted clients via live chat, email, and phone support, maintaining high CSAT scores. Skills & Expertise ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ Customer Support & Success Account Management & Retention CRM & Ticketing Systems (Zendesk, Freshdesk, HubSpot, etc.) E-commerce & Dropshipping (Shopify, eBay, Amazon) Soft Phone & Communication Tools (RingCentral, Twilio, CloudTalk) Live Chat & Email Support Technical Support & Troubleshooting Coaching & Training Agile & Scrum Methodologies Certifications & Education ●​ Certified Scrum Master (CSM) – Agile & Project Management ●​ Agile Methodologies Certification ●​ Bachelor of Commerce (B.Com) Availability & Work Setup ●​ Flexible for all time zones (Europe, Americas, APAC) ●​ Dedicated home office with high-speed internet & necessary tools Languages ●​ Fluent in English & Hindi (Professional proficiency in both written and spoken communication) Why Hire Me? With my extensive customer support experience, proficiency in CRM & ticketing tools, and background in account management, I bring value to any team by ensuring customer satisfaction, retention, and business growth. My technical expertise, coaching experience, and problem-solving skills make me an asset to any customer-facing role.