Manvi Agarwal

Client support specialist with 6+ years of experience in operational customer support, team training, and escalation management across SaaS, CRM, and EdTech. Proven record providing reliable day-to-day operational support, training new team members and representatives on new procedures and products, and stepping in to resolve dissatisfied-customer complaints when frontline agents cannot. Skilled at sorting and transmitting information clearly, routing system enhancement requests to the right teams, and carrying out verifications for training and audit purposes.

Strong computer skills (Word, Excel, Outlook), quick decision-making with a high sense of urgency, and a natural pedagogue. Known for excellent interpersonal relationships, high team spirit, professionalism, and great learning ability.

Canadian Permanent

Resident authorized to work in Canada without restrictions.

Customer Advisor & Client Success Lead at PlanetSpark (2024-04 – 2026-07)

• Operational support: Provided reliable day-to-day operational support across client accounts — handling inquiries, account queries, and technical issues with urgency and precision in a fast-paced environment.
• Escalation point for dissatisfied customers: Intervened directly with dissatisfied customers when frontline resolution had not succeeded — de-escalating complaints with empathy and resolving them to the customer's satisfaction.
• Training new representatives: Ensured complete training for new team members on procedures and products, verifying understanding through check-ins and refresher coaching.
• New procedures & product rollouts: Supported the introduction of new procedures and offerings — sorting information to be transmitted, ensuring representatives understood the changes, and monitoring adoption.
• CRM records & follow-through: Maintained accurate client records in CRM systems (Salesforce, Microsoft Dynamics 365, CRMNext), logging detailed case notes to support evaluations and consistent follow-up.

Process Improvement Specialist at CRMNext (BusinessNEXT) (2022-06 – 2024-04)

• Training the team on new procedures: Set up, trained, and supported service representatives when introducing new administrative procedures — creating step-by-step documentation, transmitting the information clearly, and verifying understanding; cut average case resolution time by 20%.
• Routing enhancement requests: Routed requests for system enhancements and process improvements to the relevant analysts and product teams, following up to confirm new or updated procedures were adopted.
• Verification & audit readiness: Carried out verifications required for evaluations and training; maintained accurate records and audit trails supporting compliance and auditor expectations.
• Cross-team collaboration: Supported Salesforce CRM release testing with zero critical defects at go-live, protecting the client experience during system changes.

Curriculum Systems Coordinator at Extramarks Education (2020-02 – 2022-04)

• Client–technical interface: Acted as the primary point of contact between customers and technical teams — logging, triaging, and resolving technical issues through to sign-off for 200+ users.
• Customer-facing resources: Created and maintained customer-facing resources — user guides, training manuals, and workshops — that turned complex fixes into simple steps, helping 200+ users resolve issues independently and adopt the product faster.
• Responsive follow-up: Drove high adoption and effective post-implementation support through clear documentation and responsive follow-up.

Data & Operations Support Analyst at Designoweb Technologies (2018-12 – 2020-02)

• Customer insights: Collected and analyzed customer feedback and operational performance data to identify service delivery trends; recommendations improved customer retention.
• Documentation: Maintained accurate client records, portfolios, and audit trails for leadership reporting and compliance with close attention to detail.

Bachelor of Technology in Computer Science Engineering – Dehradun Institute of Technology, India (2018)