Ankit Vats

Client Support & SaaS Implementation professional with 6+ years' experience driving customer success in fast-paced, tech-enabled environments. I specialize in onboarding, support, and issue resolution for B2B clients across multiple platforms. Known for delivering 94%+ CSAT scores, reducing time-to-value, and optimizing the client journey from implementation to retention.

Skilled in tools like Salesforce, Zendesk. I thrive in collaborative roles that balance customer empathy with operational excellence.

Implementation Specialist - Inn-Flow - Noida

(2025-10)

• Coordinated client onboarding activities by configuring enterprise sites, subscriptions, and system settings while ensuring accuracy and compliance with implementation requirements.
• Investigated and resolved PMS integration issues, coordinating with technical and account management teams to maintain system reliability
• Configured and maintained PMS functional interfaces and integrations with third-party systems to meet client operational requirments.
• Managed multiple implementation projects simultaneously, prioritizing tasks effectively to meet deadlines and support timely client go-live processes.
• Maintained and organized project documentation, client records, and shared folders to ensure seamless collaboration and efficient information management.
• Collaborated closely with cross-functional teams to track implementation progress, resolve setup issues, and ensure successful completion of onboarding milestones.

Implementation Specialist - CareerBuilder - Noida

(2022-02 - 2025-08)

• Led end-to-end onboarding for 40+ B2B clients, ensuring 100% successful platform implementation within SLA.
• Served as primary point of contact during onboarding and post-launch phases, reducing customer time-to-value by 35%.
• Supported clients during the post-implementation phase, ensuring smooth adoption and resolving issues promptly.
• Delivered technical support via live chat and email, maintaining a CSAT rating of 94% and 97% SLA adherence.
• Promoted usage of self-service tools and digital resources to empower customers.
• Worked closely with sales and pre-sales teams to support client acquisition and ensure seamless handover during the proposal and onboarding phases.
• Managed system changes, including user training, testing, and go-live support to ensure smooth transitions. Maintained and adjusted project schedules to meet critical deadlines and client expectations.
• Assisted in product setup, configuration, and customization based on client requirements.
• Provide training, guidance, and documentation to clients for using the product effectively.
• Monitored performance and user feedback, helping improve product usability and customer satisfaction
• Provide technical support and guidance to clients, addressing any concerns related to our products and services.

Client Support Specialist - CareerBuilder - Noida

(2019-03 - 2022-02)

• Handled an average of 100+ chat messages per day, supporting customer inquiries.
• Delivered clear, concise, and grammatically correct responses, building rapport and trust with users.
• Resolved customer issues with 90%+ first-call resolution rate.
• Met or exceeded performance metrics such as AHT (Average Handling Time), CSAT (Customer Satisfaction), and QA scores.
• Troubleshoot any technical issues experienced by the client or job seekers and ensure quick resolution.
• Collaborated with internal knowledge base team to update FAQs, leading to a 12% drop in repetitive queries.
• Provide feedback to clients to help increase ROI based on performance data analysis and industry trends.
• Maintain the highest degree of customer satisfaction of both internal and external clients by ensuring timely and accurate responses to their requests.
• Stay in contact with clients using all communication channels (phone, mail, chat) and listen for needs/challenges.
• Educate clients on how to use products to their maximum benefit, encourage product usage/consumption, and promote additional products that will benefit the customer.

Customer Support Engineer - Hitachi Payment Services - Delhi/NCR

(2018-12 - 2019-03)

• Having Knowledge of configurations changes on all hardware and software level
• Resolving issues in timely manner to maintain customers satisfaction.

Service Engineer - NCR Corporation - Delhi/NCR

(2017-06 - 2018-11)

• Installation, Calibration, Troubleshooting of the ATM machine and computers different parts.
• Manage and increase the effectiveness and efficiency of customer support, Ensure implementation of various organization processes and guidelines related to service, warranty, customer satisfaction measurement, spare and parts.

Bachelor of Computer Application - Computer Application - Swami Vivekanand Subharti University (2021-05)

Polytechnic - Electronics & Communication - Panchkula University (2014-06)