Customer Support Success

SHAM MANKA

Agawam, MA

***********@*****.*** Cell :413-***-****

PROFESSIONAL SUMMARY

Results-driven Customer Support and Data Analytics professional with 5+ years of experience optimizing CRM systems, leading customer support initiatives, and delivering actionable insights through data analysis. Skilled in improving efficiency, driving revenue growth, and supporting product success across SaaS and education sectors. ADDITIONAL SKILLS:

Technical: Excel (Advanced), SQL, Power BI, Tableau, HubSpot CRM, NetSuite, Zendesk, Data Automation, G Suite

Professional: Customer Success, Data Analysis, Cross-Functional Collaboration, Training & Onboarding, Strategy Execution.

Professional Experience:

Customer Support & CRM Specialist

Pioneer Valley Educational Press – Northampton, MA 2021 – 2025

• Implemented and managed HubSpot CRM for 5,000+ customer accounts, improving sales tracking accuracy by 30%.

• Automated reporting dashboards and workflows, reducing manual reporting time by 40%.

• Supported cross-functional product launches by aligning customer support, marketing, and technical teams.

• Trained staff on CRM best practices and data-driven decision-making, increasing adoption and efficiency.

Customer Support Specialist

Rediker Software – Hampden, MA

2017 – 2021

• Improved customer onboarding and support processes, achieving 50% faster ticket resolution and 20% higher customer satisfaction scores.

• Built and maintained reporting systems in Excel and SQL, providing insights to leadership for product and process improvements.

• Trained and mentored new team members, standardizing workflows and raising team productivity.

• Partnered with product development teams to relay customer feedback, leading to a 15% reduction in recurring support issues.

Arm Her, Inc. Springfield, MA Mar 2014 – Nov 2017

Business Development & Marketing Associate

Arm Her, Inc. – Springfield, MA

2014 – 2017.

• Increased revenue 20% month-over-month through analytics-driven digital marketing and social media campaigns.

• Managed customer relationships and community partnerships, contributing to 35% growth in program participation.

• Conducted market research and developed reports that guided strategic initiatives and funding proposals.

Education and Training:

Master of Science in Communications and information management – Bay Path University, Bachelor of Science in Business Administration – Bay Path University, Longmeadow, MA

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