Customer Support & Customer Success Specialist

VIMAL KUMAR

Customer Support Customer Success Technical Support

Dhanbad, Jharkhand, India +91-750******* *****.*****@*****.***

PROFESSIONAL SUMMARY

Customer support and customer success professional with 6 years of experience across SaaS technical support, US healthcare insurance billing (voice), and startup customer operations. Resolved client issues by email and phone for global aviation clients and US insurers including Aetna, MetLife, UnitedHealth Group, and Cigna, earning a 100% call quality and compliance score. Skilled in ticket management, escalation handling, complaint resolution, customer retention, and clear cross-time-zone communication. B.Tech in Computer Science with hands-on SaaS troubleshooting experience. Open to remote and hybrid roles.

CORE SKILLS

Customer Service & Success: Customer Support (Voice, Email), Customer Success, Customer Relations, Customer Retention, Client Relationship Management, Escalation Handling, Complaint Resolution, Customer Satisfaction

Technical & Tools: SaaS Platforms, Jira, Dentrix, CRM Software, Technical Troubleshooting, Software Troubleshooting, Ticketing & Ticket Documentation, Issue Triage, Root Cause Analysis, Problem-Solving

Operations & Communication: Operations Management, Vendor Management, Team Coordination, Verbal & Written Communication, Cross-Time-Zone Communication, Cross-Functional Collaboration, Process Documentation

PROFESSIONAL EXPERIENCE

Co-Founder Grab It (Hyperlocal Delivery Startup) Nov 2022 – Aug 2026

Dhanbad, India

•Co-founded and operated a hyperlocal delivery startup, growing to hundreds of new customers at peak and approximately 70 lakh in annual revenue.

•Handled customer support, complaints, and service escalations directly, maintaining customer satisfaction and retention in a fast-paced, resource-constrained environment.

•Onboarded and managed 15 suppliers and vendors and coordinated the delivery workforce, resolving on-ground issues to keep service consistent.

•Monitored the delivery app for functionality issues and coordinated fixes to keep customer-facing operations running smoothly.

•Managed budgeting, expense tracking, and cash flow across operations, finance, vendor management, and customer service.

Customer Success Engineer Flydocs Pvt Ltd. May 2022 – Nov 2022

Vadodara, India (Remote)

•Provided email-based technical support to global aviation clients, including major aircraft carriers, on Flydocs' SaaS document management platform.

•Resolved client-reported issues such as failed document uploads and user permission and access misconfigurations, minimizing disruption to client operations.

•Tracked, documented, and escalated client tickets in Jira, and built working knowledge of document workflows, user roles, and permission structures to resolve tickets independently.

•Explained technical resolutions clearly to non-technical, international clients across time zones and escalated complex issues to internal technical and product teams.

Client Service Account Executive Medusind Solutions Nov 2020 – Mar 2022

Ahmedabad, India (Remote)

•Handled inbound and outbound voice calls with US dental insurance providers and patients (Aetna, MetLife, UnitedHealth Group, Cigna), resolving billing queries, claim status, and payment discrepancies with a 100% call quality and compliance score.

•Followed up on dental insurance claims (RCM) using Dentrix and insurer systems, verifying coverage, coordination of benefits, and denials to ensure timely reimbursement for provider accounts.

•Troubleshot claim rejections and payment delays with US billing teams, reducing turnaround time on unresolved queries.

•Documented call outcomes and billing updates in Dentrix and CRM/billing systems to support audit and compliance, consistently meeting or exceeding quality and productivity targets.

EDUCATION

B.Tech, Computer Science Mangalam School of Management & Technology, New Delhi, India May 2022

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