Yogesh Mishra

Resourceful, empathetic, and detail-oriented Customer Service Professional with 15+ years of experience managing client relations, user support inquiries, issue ticketing, and administrative workflows. Proven capability in troubleshooting user concerns, maintaining high customer satisfaction ratings, navigating CRM databases, and collaborating with cross-functional support teams. Comfortable working in remote, hybrid, or in-person service desk environments in Calgary, AB.

Package Specialist — Client & Operational Support at IBM Canada (2021-10 – Present)

• Provide operational and frontline support for business users, responding promptly to system inquiries, incident tickets, and service requests.
• Investigate complex operational issues, maintain detailed documentation in tracking systems, and ensure timely follow-ups to maintain client satisfaction.
• Coordinate with multi-disciplinary technical teams to resolve recurring user challenges and improve process efficiency.
• Manage multiple incoming requests concurrently while maintaining rigorous standards for accuracy, quality, and SLA response times.

Package Specialist — User Support & Issue Resolution at IBM India Ltd. (2017-02 – 2021-10)

• Delivered dedicated operational support across finance and business systems, serving as the first line of resolution for user escalations.
• Maintained clear, empathetic communication with global stakeholders to explain technical solutions and operational workflows.
• Documented user feedback, tracked open action items, and facilitated routine system updates to prevent service downtime.

Senior Software Engineer — Client Support Liaison at Accenture India Ltd. (2015-09 – 2017-01)

• Supported business users across banking and GL module activities, troubleshooting functional queries and configuration issues.
• Provided clear guidance and training to non-technical users to ensure smooth adoption of enterprise tools.

Senior Software Engineer — Service Desk Support at Capgemini India Ltd. (2012-09 – 2015-09)

• Provided ongoing support and maintenance for enterprise clients, logging incidents and ensuring swift resolution of operational bugs.
• Collaborated directly with client teams to understand daily pain points and implement effective system adjustments.

Core Team Member — User Support & Training at Bhilosa Industries Ltd. (2012-02 – 2012-09)

• Handled daily end-user questions, conducted introductory system training sessions, and authored user-friendly reference guides.

Accountant & Client Services Assistant at IMS Learning Resources Ltd. (2010-06 – 2012-01)

• Delivered warm, responsive service to incoming student and parent inquiries face-to-face and via multi-line phone systems.
• Maintained accurate student registration records and processed daily financial transactions accurately.

Wealth Advisor — Client Relationship Manager at SSJ Finance (2005-05 – 2008-03)

• Managed a portfolio of individual clients, conducting thorough needs assessments and recommending tailored financial solutions.
• Built lasting client trust through proactive check-ins, exceptional service responsiveness, and transparent communication.

Master of Business Administration (MBA) in Finance – University of Mumbai (2008 – 2010)

Bachelor of Commerce (B.Com) – University of Mumbai (2000 – 2003)