Shubham Bajaj

Provided remote technical support to international clients, diagnosing and resolving complex software, hardware, and connectivity issues efficiently. Contributed to B2B revenue growth by identifying client needs and recommending value-added services through upselling and cross-selling, supporting account expansion. Maintained consistently high CSAT scores through clear communication, rapid issue resolution, and a client-first approach. Strengthened long-term client relationships by acting as a trusted point of contact and proactively addressing potential escalations.

Delivered customer and technical support to a global client base, handling a high volume of inbound requests with consistent quality and professionalism. Applied structured troubleshooting methodologies to resolve service issues accurately on the first contact, reducing escalation rates. Coordinated with internal operations and technical teams to streamline service delivery workflows and improve overall response times.

Managed key client accounts across Australia, UK, and USA as a dedicated Key Account Manager, handling service requests, escalations, and renewals. Generated incremental revenue by identifying upsell and cross-sell opportunities for IT service upgrades, directly contributing to business growth targets. Achieved strong client satisfaction and retention rates by resolving issues promptly and maintaining proactive communication throughout the service lifecycle.