SAMEER JAIN

Associate Consultant

Faridabad, Haryana, India13 yrs 3 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

Proven expertise in customer service and operations management.
Strong background in training and team leadership.
Experience in process improvement and technical support.

Stackforce AI infers this person is a Customer Support Operations Specialist with a focus on B2B SaaS environments.

Contact

Skills

Core Skills

Customer ServiceTeam ManagementCustomer Support Operations

Other Skills

Adobe SparkApplication DevelopmentBusiness Process Outsourcing (BPO)CommunicationComputer ArchitectureComputer HardwareCorporate Social ResponsibilityCustomer ExperienceData AnalysisDesigningDigital MarketingE CommerceEscalation ResolutionEscalations ManagementInformation Technology

About

Experienced Lead Consultant and SME with a demonstrated history of working in IT industry. Skilled in Operations Management, Webinars, Online Trainings, Designing, Digital Marketing and Social Media. Strong consulting professional with a degree in Engineering (B.Tech) focused in Information Technology from Satya College of Engineering and Technology

Experience

Adobe

4 roles

Principal Consultant

Promoted

Feb 2025 – Present · 1 yr 1 mo

Lead Consultant

Promoted

Feb 2021 – Feb 2025 · 4 yrs

Worked as specialist team(Lead SME) to provide technical assistance and
customer service.
Collaborated with other teams to identify and resolve customer issues quickly
and professionally.
Analyzed customer service data to identify trends, identify solutions and
improve customer experience.
Monitored employee and customer interactions to assess quality of service.
Assessed performance and implemented incentives and team-building
events to boost morale.
Coached employees through day-to-day work and complex problems.
Monitored employee and customer interactions to assess quality of service.
Monitored customer service metrics and provided feedback to team
members, upholding quality standards.
Evaluated entry and exit criteria for applications, working with clients to
capture enterprise and SMB technical requirements comprehensively.
Generated reports to track performance and analyze trends.
Developed and implemented procedures for responding to customer inquiries
and resolving technical issues.
Prepared employee schedules for maximum coverage during key hours.
Collaborated with other teams to identify and resolve customer issues quickly
and professionally.
Tested new software and updates/upgrades/Sprint Fix prior to deployment.
Helped streamline repair processes and update procedures for support action
consistency.
Provided project management support, managing tasking, schedules,
deliverables and customer relations for high-visibility enterprise & SMB-wide
projects

Vendor ManagementTrainingTeam ManagementWebinar ManagementCustomer ServiceBusiness Process Outsourcing (BPO)+7

Senior Consultant

Promoted

Feb 2017 – Feb 2021 · 4 yrs

As a part of SMB segment, my Primary KRA is to come up with process improvement ideas for overall customer support operations
Improving CSAT Score of Service Desk by provising regular feedback, Sharing Best practices, Customer Heat Check and Trainings
Training new Hire SD Agents and SMEs
Worked closely with cross-functional engineering teams to find the underlying
causes for the top volume contributors for both SME and SD teams
Delivered excellence in building and documenting SOPs for complex queries
Collaborated with Program Managers to ensure that new processes(policies
benefit SMB segment. Rigorously involved in UAT to ensure that defects (if any)
are identified and fixed well before the release.
Handled executive escalations and turned some of the upset SMB customers with
unpleasant experiences to satisfied & happy users.
Collaborated with training team to develop training module for SMB support
representatives (in-house and vendor) on new features and processes.

Business Process Outsourcing (BPO)Customer Support Operations

Consultant

Oct 2014 – Jan 2017 · 2 yrs 3 mos

Genpact

2 roles

Process Developer & HR Catalyst

Dec 2013 – May 2014 · 5 mos

GENPACT, Gurgaon: Process Developer & HR Catalyst. (Pilot Batch)
Working as a Bubble Lead managing team of 6 FTE.
Answering and responding to PTM’s issue’s relating to PTM’s activities and technical issues in a B2B Process.
Managing SLA’s and Breaks and taking Supervisor calls and following on escalated cases.
Assigning emails to team as per TAT.
Creating SOP’s on new updates, updating update tracker and leave/shrinkage tracker.
Suggested and executed many lean ideas (Lean Certified).
Ensuring conformity of the established procedures and guidelines.
Executing technical support functions for client server application.
Keeping up to date on latest trends and solutions in technology-related matters.
Providing technical support and assistance in performing applications testing.
Discussing Performance report with client over call.
Training new employees on SOP’s and Avaya.
Organized many Fun @Work activities.
Organized and hosted many Rewards and Reorganization Ceremony.
Awarded two Bronze Awards.

Process Associate

Jun 2012 – Dec 2013 · 1 yr 6 mos

Igate

Trainee

Jul 2011 – Sep 2011 · 2 mos · Noida Area, India

Trainee and accomplished the dummy project in “Online Book Shopping”
The Project entitled "ONLINE BOOK SHOPPING" is a web-based application Software developed in JAVA LANGUAGE using Java as frontend on Pentium machine.
The main aim of "ONLINE BOOK SHOPPING" is to improve the services of Customers and vendors.
It maintains the details of customer payments, product receipts, addition of new customers, books and also updating, deletion for the same.
It also stores the details of invoices generated by customer and payments made by them with all Payments details like credit card.
The primary features of the project entitled "ONLINE BOOK SHOPPING" are high accuracy, design flexibility and easy availability.
And also it uses database tables Representing entities and relationships between entities.

Honeywell process solutions

Trainee

Jun 2010 – Aug 2010 · 2 mos · Gurugram, Haryana, India

Trainee and accomplished it in “Aircraft securities and programming” in Vista Series Aircraft which comprises of the security engrossed sniffer security Aircraft's programming, which is basically done for United States Air Force and FBI Fighter jets.
There is the basic Lynx series and Plus-P Programming basics and addition of security code. (This is based on 0.5% Citrix Programming)
Programming different zones according to different response types.
Programming of different fractions, keys and opening/closing of aircrafts.
Programming relays for different functions.
Performing and mapping different functions.
Expert group programming for setting up all programming in one go.
Custom description programming.
An attempt was made to test the different zones of Vista Series Aircraft's.