Tanvi Gaikwad

I am a Customer Support Specialist with over 6 years of professional experience delivering prompt, accurate, and empathetic assistance to clients in the SaaS, IT, and e-commerce industries. My expertise lies in managing high volumes of written communication, handling customer interactions across various support channels, resolving queries efficiently, and maintaining a consistently high standard of service in remote work environments.

Currently, I have been working as a Freelance Technical & Customer Support Consultant for SaaS platforms in logistics and e-commerce. In this role, I handle 50+ client interactions daily, address technical and account-related concerns, and ensure adherence to service level agreements. I utilize tools such as Zendesk, Jira, Google Workspace, and Slack to manage support requests, escalate complex cases, and maintain detailed performance tracking. I also create and maintain help documentation and knowledge base resources to improve first-contact resolution rates and reduce repetitive queries.

Between 2015-20, I worked as an Independent Support & Operations Consultant for small business clients in India and overseas. My responsibilities included customer interaction management, onboarding assistance, payment-related query handling, workflow documentation, and operational reporting. I also developed and delivered customer service training programs to improve client team performance.

Earlier in my career, I gained corporate experience in technical support roles. At ADP (2013-14) as a Senior Technical Support Associate, I monitored enterprise payroll systems for global clients, identified and escalated performance issues, and maintained consistent communication with stakeholders. At Mphasis Ltd. (2012-13) as a Technical Support Specialist, I provided remote IT assistance via ticketing systems, addressing software, connectivity, and productivity tool concerns for a global workforce.

Core Skills and Services Offered:

• Written Communication & Customer Interaction Management
• Query Resolution & Service Level Compliance
• Ticketing and CRM Systems (Zendesk, ServiceNow, Jira)
• Collaboration Platforms (Slack, Google Workspace, Microsoft Teams)
• Documentation & Knowledge Base Development
• Order Tracking, Billing Queries, and Onboarding Coordination
• Remote Team Collaboration Across Multiple Time Zones

I am highly organized, adaptable, and committed to delivering clear, accurate, and empathetic support to ensure a positive customer experience. My combination of attention to detail, problem-solving ability, and commitment to service excellence makes me a reliable asset to any remote team.