Jass SK

(Customer Support)

Languages

English, Hindi, Punjabi, HTML, PHP, JS

About Me

  • BS in Data Science & Applications
  • Interests: The Web, Blockchain & AI

Skills

Communication, Active Listening, Empathy, Patience, Problem Solving, Conflict Resolution, Product Knowledge, Time Management, Multitasking, Technical Proficiency, Adaptability, Attention to Detail, CRM Proficiency, Writing Skills, Positive Attitude, Team Collaboration, Emotional Intelligence, Decision Making, Customer-Centric Mindset, Stress Management

Tools

Zendesk, Freshdesk, Zoho Desk, Help Scout, Kayako, Jira Service Management, HubSpot Service Hub, Intercom, LiveChat, Tidio, Drift, Olark, Crisp, Facebook Messenger, WhatsApp Business, Aircall, Five9, Talkdesk, Genesys Cloud, RingCentral, Nice CXone, Twilio, Confluence, Document360, Notion, HelpJuice, Guru, ReadMe, Zendesk Guide, SurveyMonkey, Typeform, Google Forms, Qualtrics, Delighted, Nicereply, Customer Thermometer, Ada, Tars, Kustomer, Forethought, ChatGPT, Freshdesk Freddy AI, Tableau, Power BI, Klipfolio, Google Data Studio, Zendesk Explore

Work Experience

Customer Support & Digital Marketing (Flagtheory.com) || May 2014 to Present || 14 hours/week

  • Attracts potential customers by answering product and service questions; suggesting information about other products and services.
  • Opens customer accounts by recording account information.
  • Maintains customer records by updating account information.
  • Resolves product or service problems by clarifying the customer’s complaint.
  • Increased website traffic with proven SEO tactics
  • Worked with WordPress developers to build websites from scratch
  • Working with basic database techniques to get relevant user data
  • Setup customized tags in Google Analytics 
  • Handling Social Media profiles for different websites. (Facebook, Twitter, Linkedin) 
  • Integrating Social sharing plug-ins/widgets in websites. 
  • Managing website optimization and internet marketing. 
  • Implemented a Pre-launce SEO and post-launch SEO. 
  • User experience testing and implementation
  • Analyzes traffic for all websites and plan further actions for online marketing 
  • Email harvesting and marketing

 

Remote Assistant (Rodale)  || September 2015 to August 2016 || 15 hours/week

  • Developing new marketing strategies to help maximize long term sales and profitability  
  • Create campaigns that increased social media engagement by approximately 40% through content marketing 
  • Implemented a unique marketing strategy for over 30 products.
  • Worked closely with video producer to develop content that increased the organic reach of our Facebook page by nearly 50% 
  • Developed and executed targeted campaigns for multiple market segments to help drive brand awareness
  • Sales and Marketing Coordinator Rodale
  • Seamlessly launched a new process for the development of key sales and marketing tools used by our sales team 
  • Organized the marketing department’s first social media content calendar  
  • Tracked weekly sales and shared with cross-functional teams throughout the organization
  • Coordinated successful product launches with the help of our sales, publicity, and editorial teams

 

Remote Marketing Assistant (LoFo) || November 2015 to April 2016 || 20 hours/week

  • Generate leads through digital advertising 
  • Maintain company social media profiles and website 
  • Develop and implement digital marketing campaigns 
  • Create lead nurture system through automated follow-up

 

Remote Business Development (iVortex Media) || October 2013 to September 2015 || 18 hours/week

  • Optimize new client on-boarding process  
  • Hire and train new client relation specialists 
  • Consultant and Business Development Specialist
  • VIP clientele account manager  
  • Develop/report/optimize client’s lead generation and marketing strategy 
  • Prospect through client referrals, online leads 
  • Social Media & Digital Advertising Management
  • Design clientele and company’s social media graphics  
  • Digital advertising and social media consultant for VIP clientele 
  • Write targeted posts for clientele and company’s social media profiles 
  • Monitor, report, and optimize client Facebook and Google AdWords campaigns

 

Remote SEO Specialist (Net@Work Inc) || July 2013 to May 2014

  • Worked on search engine optimization to achieve higher rankings and improved sales 
  • Consulted clients on conversion rate optimization and usability analysis. 
  • Advanced analytics reporting for clients 
  • Worked on WordPress development for more than 15 CMS websites. 
  • Achieved higher search engine rankings for clients and company’s own website 
  • Helped clients to increase their sale through organic (search engine) traffic 
  • Implemented basic SEO on default WordPress websites 

 

Remote Website Admin (Brooklyn Web Site Services) || June 2010 to June 2012 || 10 hours/week

  • Create and customize WordPress themes and sites 
  • Design and code websites using CMS or HTML/CSS 
  • Refurbish existing websites to make them mobile-friendly, improve design, usability, code and traffic 
  • Perform search engine optimization 
  • Implement and manage Adwords campaigns 
  • Implement and manage social media presence 
  • Produce information architecture documentation, including site maps and full sets of wireframes for complex web-based applications

Consultant Experience

1. Business Process Consultant

Techno Solutions | Remote | Jan 2023 – Mar 2024

  • Led end-to-end analysis and redesign of operational workflows for 3 mid-sized clients, resulting in a 22% average increase in process efficiency.

  • Delivered data-driven insights and performance dashboards using Power BI, enabling executives to make informed strategic decisions.

  • Facilitated cross-functional workshops to align business goals with system capabilities, improving stakeholder collaboration and reducing project delays.

2. Customer Experience Consultant

AlphaCorp Consulting | New York, NY | Jul 2021 – Dec 2022

  • Advised a global e-commerce client on customer support optimization, implementing Zendesk and chatbot automation, leading to a 35% reduction in ticket volume.

  • Conducted customer journey mapping and delivered a CX strategy roadmap that increased CSAT scores from 78% to 91% within six months.

  • Collaborated with engineering and product teams to align support feedback loops with product updates, boosting NPS by 14 points.

3. Digital Transformation Consultant

Innovatech Group | San Francisco, CA | May 2019 – Jun 2021

  • Spearheaded digital transformation initiatives for legacy systems across finance and HR departments, achieving 40% faster cycle times.

  • Designed and deployed custom automation scripts using Python and Zapier, saving over 200 hours/month in manual work.

  • Delivered stakeholder training programs and created SOPs to ensure smooth adoption and long-term sustainability of new systems.

Individual Projects

1. Customer Support Ticketing System Optimization

  • Migrated customer service operations from email-based handling to Zendesk, implementing workflows, SLAs, and automation rules.

  • Reduced average response time by 40% and improved ticket resolution rate by 25% within three months.

  • Trained a team of 10 support agents on best practices and platform usage.

2. AI Chatbot Implementation for Tier-1 Support

  • Designed and deployed an AI-driven chatbot using Dialogflow + Freshdesk Freddy AI, capable of handling FAQs and low-complexity queries.

  • Diverted over 30% of incoming tickets to self-service, freeing up agents for more complex issues.

  • Continuously improved bot performance through feedback loops and analytics.

3. Customer Satisfaction (CSAT) Improvement Initiative

  • Led a CSAT-focused project that involved redesigning post-interaction surveys and implementing real-time feedback alerts.

  • Used insights to coach agents and refine scripts, resulting in a 15-point increase in CSAT over 6 months.

  • Collaborated with QA to introduce a scoring rubric that improved consistency across interactions.