Saurabh Gambhir
Auckland,New Zealand
Summary
With 10 years of professional experience in customer-focused roles, this performance-driven individual excels in working as an Onboarding Specialist/Implementation Consultant, Technical Support, Account Management, Post-Sales, and Incident Management. The expertise lies in effectively managing time while possessing superior knowledge of the customer service industry. A proven ability to establish and maintain strong relationships with clients ensures their satisfaction and fosters long-term partnerships.
Overview
10
10
years of professional experience
Work History
Customer Onboarding Specialist
Lightspeed
Auckland, New Zealand, Auckland
06.2021 - 05.2024
- Facilitate seamless customer onboarding and integration, highlighting key product features, and offering hands-on support for issue resolution.
- Participate in customer meetings to assess their needs, collaborating with internal teams to develop and implement effective solutions.
- Gather customer requirements, monitor project progress, and keep all stakeholders updated to ensure clear communication and alignment throughout.
- Demonstrated ability to communicate complex technical concepts clearly and effectively, tailoring language for users of all skill levels in support tickets and knowledge base articles.
- Addressed and resolved client inquiries and challenges through creative and effective solutions.
Product Support Specialist
Vend (now Lightspeed)
Auckland, New Zealand
07.2020 - 06.2022
- Ensuring customers' technical queries are handled in the right manner by addressing the issues within the given SLAs.
- Helping a customer involves setting up and troubleshooting various integrations that are available with Vend.
- I was acting as an escalation specialist for accounting software, such as Xero, MYOB, and QuickBooks Online.
- Helping clients with the setup process of different payment terminals, such as Windcave, SmartPay, Paymark, and Lightspeed Payments.
- Helping customers with their hardware-related issues, such as the installation of a hardware device and troubleshooting the existing device in case of any issues.
- Helping customers through various support channels, such as phones, emails, and chat, by using support tools, such as Zendesk and Intercom.
Technical Support Specialist
Concentrix
Wellington
04.2020 - 07.2020
- Ensuring the customer's issue were resolved in a timely manner
- Providing support for isolating technical queries into SW/HW category
- Finding the root cause of the issue and taking appropriate action accordingly
- High-level support to customers, hence, ensuring high CSAT.
Customer Service Executive
Concentrix
Auckland
09.2019 - 04.2020
- Provide a key service to our client's customers
- Develop a strong understanding of all client services available and be able to articulate and sell those services to their customers
- Develop your skills and, at all times, demonstrate your effective use of all tools, products, and processes
- Communicate effectively with customers, peers, support personnel, and management
- Pursue formal and informal training sessions to upgrade your skills and knowledge
- Follow established Concentrix and client Policy and Security procedures
- Demonstrate effective inter-personal and communication skills to effectively assist customers
- Assist Team Leaders with recommendations for improvements to established procedures and processes
- To process customer requests from initial contact through to conclusion
- Be mindful of Concentrix's agreed service level commitments but, in all circumstances, ensure customer satisfaction is held paramount at all times
- Follow, refine, or update various operating procedures as required to improve Concentrix's delivery of services.
Post Sales Technical Support / Account Manager
Aricent (now Capgemini)
Gurugram
08.2014 - 06.2018
- Acting as a liaison between High-End Clients, Cisco Partners, Cisco Accounts/Sales Team, and the various entities within Cisco Ecosystem (namely, Cisco TAC, BU, Entitlement, and so on) and taking ownership of all post-sales assistance on behalf of Cisco AM/SE Team
- Helping mend broken/strained relationships with major customers through high touch and rapport building
- Served as the primary point of contact for key accounts, providing consistent communication and fostering trust between the company and its clients.
- Working as a key component directly on behalf of the Cisco Accounts and Sales Team as PSTS Specialist for the entire Asia-Pacific, SAARC and USCAN region
- Helping offload key overhead on Accounts Team by managing customer as well as Cisco relations and progression over escalations to ensure that the customer gets the right levels of attention and speedy resolution
- Allocating resources from the entire Cisco support universe and overseeing their progress to ensure minimal avoidable delay
- Maintaining invaluable data for all events of engagement help provide important precedent as well as provide a foundation for future business intelligence (trend analysis and early detection of possible red flags)
- Helping maintain and collate historical data for Sales Engineers and Account managers, based on which trending concerns and repetitive problem areas can be reviewed and shared with clients, helping optimize the overall Cisco deployment
- The success of the project has saved the Cisco Accounts team over $300 Million since FY12 and led to the expansion of the project to other territories including the UK, Germany, APAC, and India
- Received several client appreciation emails and accolades for performance, including Top Monthly Performer for the entire team multiple times.
Education
Graduate Diploma in Computing -
Unitec Auckland
Auckland05.2019
Bachelors of Technology -
Lovely Professional University India
Jalandhar05.2014
Skills
- Business growth and retention
- Customer-oriented
- Account development
- Client relationship building
- Product solution development
- Sales presentations
- Sales forecasting
- Account servicing
- Software implementation
- Implementation management
- Data migration
- Project planning
Languages
- English
- Hindi
Timeline
Customer Onboarding Specialist
Lightspeed
06.2021 - 05.2024
Product Support Specialist
Vend (now Lightspeed)
07.2020 - 06.2022
Technical Support Specialist
Concentrix
04.2020 - 07.2020
Customer Service Executive
Concentrix
09.2019 - 04.2020
Post Sales Technical Support / Account Manager
Aricent (now Capgemini)
08.2014 - 06.2018
Graduate Diploma in Computing -
Unitec Auckland
Bachelors of Technology -
Lovely Professional University India
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