Customer Support Project Manager
Resume:
Customer Support Project Manager
516-***-**** *******.*@*****.*** Lake Grove, New York
KUNAL
MULLICK
SUMMARY
Dynamic and results-driven Customer Support professional with over 5 years of experience delivering exceptional service, resolving complex issues, and fostering client loyalty. Skilled at managing remote teams and leveraging tools like Salesforce, Zendesk, and HubSpot to optimize customer experiences. As a Certified Scrum Master, I bring a process-driven approach, technical expertise, and empathy to every interaction. Adept at thriving in fast-paced environments, I excel at building strong client relationships and driving measurable results. Seeking entry-level to mid-level remote customer service roles where I can utilize my expertise to contribute to business success.
PROFESSIONAL EXPERIENCE
Sales Consultant 04/2023 - 11/2024
Southern Glazer's Wine & Spirits Syosset, New York Built and maintained positive, credible relationships with customers through consultative selling and exceptional support, fostering trust and increasing client loyalty.
Regularly pre-planned account visits with clear agendas, documented outcomes, and follow-up opportunities in CRM, enhancing both sales efficiency and customer experience.
Provided prompt and effective resolution of customer inquiries via phone, email, and chat, leveraging CRM tools and deep product knowledge to propose tailored solutions and ensure satisfaction.
Adapted communication and selling approaches based on each customer’s unique needs and buying styles, consistently achieving sales objectives while resolving complex issues and escalating when necessary. Leveraged advanced mobile and online communication tools to manage customer accounts remotely, maintain accurate records, and ensure a seamless customer support experience.
Collaborated with cross-functional teams (logistics, marketing, inventory) to address customer issues, provide useful information, and support business growth through consultative guidance.
Associate Project Manager & Certified Scrum
Master
06/2021 - 01/2023
WebMD New York, NY
(Remote)
Simultaneously steered two major projects, leading cross-functional teams of 15+ members, including product owners, developers, designers, and QA testers, ensuring the successful and timely delivery of both projects. Enhanced WebMD's content migration speed by 30% through a streamlined hand-off process between onshore and offshore teams, improving overall project efficiency
Proactively oversaw 10+ key project milestones, adeptly identifying and mitigating potential risks and issues to prevent project delays. Communicated project progress bi-weekly to executives and stakeholders, identifying potential challenges and proposing solutions. Created and maintained comprehensive documentation and knowledge base articles, empowering internal teams with self-serve resources. Project Coordinator 11/2019 - 03/2021
Marchon Eyewear Melville, New York
Coordinated over 300 design projects from initiation to completion, ensuring on- time delivery and alignment with brand guidelines. Collaborated cross-functionally with design, production, and marketing teams to meet project deadlines and maintain quality standards. Managed communication between teams to resolve project issues quickly and maintain alignment on project goals.
Implemented project tracking systems to improve task management, resource allocation, and deadline adherence.
KEY ACHIEVEMENTS
Implemented a Migration
Tracker, improving the
migration efficiency.
Boosted WebMD content migration
speed by 30% through a seamless
hand-off process between onshore
and offshore teams, ensuring
round-the-clock workflow and
faster project delivery.
Reduced Production Cost
Cut production costs by 85%,
saving over $7,000 by collaborating
with vendors in India to hand-build
tablet mounts, eliminating the need
for expensive plastic molding.
Customer Feedback
Initiative
Co-launched a feedback initiative
at Marchon Eyewear, resulting in a
20% increase in product design
satisfaction through integrated
client input.
SKILLS
Customer Support
First-Call Resolution (FCR), Conflict
Resolution, Active Listening,
Empathy, Upselling & Cross-Selling,
Objection Handling, Customer
Retention
Project Management &
Collaboration:
Agile & Scrum Methodologies
(Certified Scrum Master), Remote
Team Coordination & Leadership,
Resource Allocation & Scheduling,
Workflow Optimization & Process
Improvement
Sales & Lead Generation:
Outbound/Inbound Sales, Lead
Qualification, CRM Optimization,
Data-Driven Forecasting
Analytical & Problem-
Solving:
Salesforce, Zendesk, HubSpot,
JIRA, Confluence, Trello, Microsoft
Project, Slack, Google Workspace
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PROFESSIONAL EXPERIENCE
Smithtown Toyota 04/2018 - 10/2019
Customer Experience Specialist – (Phone
Department)
Massapequa, New
York
Managed inbound and outbound calls, assisting customers with service appointments, financing options, and product inquiries. Proactively contacted customers with expiring leases to discuss new vehicle options and promotions, increasing lease renewals. Utilized CRM tools to track leads, schedule follow-ups, and manage customer data for effective outreach.
Collaborated with the sales team to qualify leads and drive customer engagement through personalized service.
Achieved sales targets through upselling and cross-selling service packages and vehicle upgrades.
Hoverbox 01/2016 - 03/2018
Project Manager & Co Founder Great Neck, New
York
Co-founded a digital customer loyalty platform designed to help local businesses and mom-and-pop stores increase customer retention through a rewards system similar to Belly and FiveStars.
Developed and launched the MVP, resulting in a 30% increase in user engagement among early adopters.
Built partnerships with local vendors, reducing production costs by 85% through custom-designed tablet mounts.
Developed strategic partnerships with key vendors, resulting in an 85% reduction in hardware costs for the platform.
Designed and implemented the loyalty program infrastructure, supporting seamless integration for small business owners.
Gained hands-on experience in product development, market research, and startup operations before transitioning back into the job market. Customer Service & Sales Representative 07/2014 - 11/2015 Franklin First Financial Melville New York
Increased lead conversion rate by 25% through conducting 100+ high-volume outbound calls daily for mortgage refinancing.
Generated $500K+ in new refinancing business by consistently converting leads through proactive outbound calling campaigns
Qualified leads by gathering preliminary client information and assessing refinancing eligibility.
Seamlessly transferred qualified leads to senior loan officers for in-depth consultations and refinancing discussions.
Utilized CRM systems to track lead interactions, update customer records, and schedule follow-ups to maximize conversion rates.
Maintained consistent call performance metrics while ensuring professionalism and adherence to company guidelines.
Built rapport with potential clients through clear communication and active listening, contributing to improved lead engagement. CERTIFICATIONS
Certified Scrum Master
Scrum Alliance (2021)
Customer Service
Foundations
LinkedIn Learning (Expected
Febuary 2025)
Customer Service: Problem
Solving and Troubleshooting
LinkedIn Learning (Expected
Febuary 2025)
Salesforce Essentials
LinkedIn Learning (Expected
Febuary 2025)
EDUCATION
H. Frank Carey High
School
High School
2006 - 2010 Franklin Square, NY
Nassau Community
College
45 credits toward A.A.S. in
Graphic Design and Digital
Media
2011 - 2013 Garden City
TOOLS & SOFTWARE
Salesforce, HubSpot, Zendesk,
Acuity Scheduling, JIRA,
Confluence, Microsoft Project,
Trello, Zoom, Slack, Microsoft
Teams, Google Workspace (Docs,
Sheets, Drive), Microsoft Office
Suite (Word, Excel, PowerPoint),
Windows OS
LANGUAGES
English Native
Hindi Proficient
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