Aman Verma

Remote-ready Customer Operations & SaaS Support Specialist

5+ years delivering exceptional technical support across global teams. Expert in troubleshooting, high-volume operations (150+ weekly interactions), and exceeding KPIs: 92%+ CSAT, 90% FCR, 98% QA compliance.

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Aman Verma - Profile Photo

Open to Opportunities

Remote • Global

Professional Summary

Remote-ready Customer Operations & SaaS Support Specialist with 5+ years delivering exceptional technical support across global teams. Expert in troubleshooting, high-volume operations (150+ weekly interactions), and exceeding KPIs: 92%+ CSAT, 90% FCR, 98% QA compliance.

Proven self-manager skilled in asynchronous communication, virtual team leadership, and cross-timezone collaboration across Telecom, AdTech, and E-commerce.

92%+
Customer Satisfaction
90%
First Call Resolution
98%
QA Compliance

Professional Experience

British Telecom (BT Group)

Customer Support Specialist — Remote Operations

May 2022 – Nov 2025

New Delhi, India (Remote)

  • Managed 150+ weekly customer interactions across multiple time zones achieving 92% CSAT and maintaining strict data privacy compliance in remote environment
  • Achieved 90% First Call Resolution (FCR) rate and reduced repeat tickets by 25% through proactive communication and comprehensive digital documentation
  • Retained 120+ at-risk customers annually through dispute resolution, billing troubleshooting, and customized solutions while collaborating with distributed teams
  • Maintained 98% QA audit score for 12 consecutive months demonstrating strong accountability without direct supervision
  • Led virtual EEasy Leads broadband campaign managing 300+ monthly prospects with 100% data accuracy, generating actionable reports enabling sales team to prioritize 50+ qualified leads weekly

Concentrix Daksh Services

Senior Ads Support Specialist (Acting SME) — Hybrid/Remote

May 2021 – Mar 2022

New Delhi, India (Hybrid/Remote)

  • Served as Acting SME for 15-person distributed team supporting Meta advertising clients, providing technical guidance on complex campaign issues through digital platforms
  • Improved team SLA adherence by 15% through virtual coaching sessions, workflow optimization, and standardized escalation procedures
  • Reduced high-priority escalation TAT by 20% implementing streamlined remote triage for policy-flagged accounts and delivery interruptions
  • Diagnosed and resolved complex technical issues including pixel tracking failures, conversion optimization, ad restrictions, and payment processing errors
  • Mentored remote team members on Facebook Ads policies and troubleshooting through video sessions and comprehensive documentation

Amazon Development Services

Customer Service Associate — Work From Home

Jun 2020 – Jan 2021

New Delhi, India (Work From Home)

  • Handled 40+ daily multi-channel interactions with 99% accuracy during peak pandemic, demonstrating adaptability to fully remote environment
  • Achieved 4.2/5 CSAT ranking in top 20% through excellent written communication and rapid resolution of shipping, account, and product inquiries
  • Reduced team ticket backlog by 30% during Prime Day through effective digital queue management and collaboration with distributed fulfillment teams
  • Exceeded daily productivity targets while maintaining quality standards utilizing case management systems for comprehensive service records

Technical Skills & Remote Work Proficiencies

Technical Platforms

Advanced Excel 95%
Salesforce (Integrated Platforms) 85%

Experience with internal tools integrated with Salesforce (BT uses Salesforce for CRM, Concentrix integrates with Salesforce)

Zendesk (Integrated Platforms) 85%

Experience with internal tools integrated with Zendesk (Amazon Connect integrates with Zendesk, Concentrix partners with Zendesk)

Freshdesk (Integrated Platforms) 80%

Experience with internal tools integrated with Freshdesk (Amazon utilizes Freshdesk within AWS Marketplace for businesses)

Facebook Ads Manager & Meta Platforms 92%

Expertise in Facebook Ads (pre-Meta transition), Ads Manager, Pixel integration, and Meta Account Center including Instagram page management

CRM & Ticketing Systems 85%

Proficient in various CRM platforms and ticketing systems integrated with major tools

Remote Collaboration

Zoom Microsoft Teams Google Meet Google Workspace Microsoft 365 Agent Connect LivePerson Zimbra Workday Amazon Chime SRT Sprinklr

Knowledge-Based Tools: Albert, Knowledge Base, Knowledge Center, Advisor Hub, Excalibur Hub, Lightico, Compass Plus, Performance Hub

Languages

English (Fluent- Business & Technical) 100%
Hindi (Native) 100%

Enterprise Tools & Internal Platforms

While I haven't worked directly with the branded platforms (Salesforce, Zendesk, Freshdesk), I have extensive experience with internal tools integrated with these systems across major organizations:

Communication & Collaboration

  • Agent Connect - Internal communication platform
  • LivePerson - Live chat and messaging system
  • Zimbra - Enterprise email collaboration
  • Workday - HR and enterprise management
  • Amazon Chime - Business communications
  • SRT - Support and routing tools

Knowledge & Support Systems

  • Sprinklr - Customer experience management
  • Albert - Knowledge base system
  • Knowledge Base/Center - Internal documentation
  • Advisor Hub - Support guidance platform
  • Excalibur Hub - Performance and training
  • Lightico - Customer interaction platform
  • Compass Plus - Navigation and workflow tools
  • Performance Hub - Metrics and analytics dashboard

Note: These enterprise tools were integrated with major platforms like Salesforce (BT), Zendesk (Amazon Connect), and Freshdesk (AWS Marketplace), providing me with equivalent functionality and workflow understanding.

Contact & Additional Information

Get In Touch

Phone

+91-8448029906

Email

vermaaman580@gmail.com

Location

New Delhi, India

Work Availability

Flexible schedules, cross-timezone collaboration

Home Office: Dedicated workspace, high-speed internet, backup power, professional equipment

Education & Certifications

Amity University

Bachelor of Business Administration (BBA)

Jul 2023 – Jul 2026 (Expected)

Noida, India

Air Force Senior Secondary School

12th CBSE- Commerce

2017

New Delhi, India

Certifications & Professional Development

Professional & Life Skills Certificate Advanced Excel Certification Leadership & Motivation Strategic Human Resource Management Basics of Artificial Intelligence Lean Six Sigma Foundations

CSR Leadership & Additional Information

Assistant Coordinator organizing community engagement for 50+ children

Open to remote opportunities globally. Ready to bring my expertise in customer support, operations, and virtual team leadership to your organization.