James Wilson

Customer-facing professional with 13+ years of experience, including extensive customer support experience across SaaS and service environments. Experienced in B2B/B2C customer engagement, onboarding support, escalations, service delivery, CRM workflows, reporting, API/integration troubleshooting, and cross-functional collaboration. Strong track record of owning customer issues, coordinating with Product, Engineering, Finance and Vendor teams, and supporting customers through resolution.

Now transitioning into a dedicated Customer Success role focused on customer needs, product adoption, customer experience, retention and long-term value.

Customer Support Specialist - Xoxoday Pvt Ltd

(2023-04)

• Manage customer lifecycle activities, onboarding support, escalations and service delivery for global B2B/B2C clients and end users.
• Work directly with customers to understand issues, requirements and service-impacting concerns, providing timely communication and end-to-end resolution.
• Partner with Product, Engineering, Finance and Vendor teams to investigate customer issues, coordinate solutions and improve the customer experience and adoption.
• Support API and integration troubleshooting using Postman and coordinate technical issues with relevant internal teams.
• Review customer and transaction information, support data and operational reports to investigate issues and identify resolution paths.
• Maintain strong SLA compliance and customer satisfaction while managing high-priority and complex escalations.
• Support onboarding activities including account setup and platform-related guidance to help customers get started successfully.

Senior Team Member - Global Dial Services Pvt Ltd

(2019-08 - 2023-03)

• Managed customer engagement, onboarding workflows, escalations and operational support.
• Collaborated with stakeholders to ensure a seamless customer experience and timely resolution of customer-impacting issues.
• Improved response times and service quality through process optimization and operational support.

Accounts Analyst II - Swiss Re Global Business Solutions

(2016-07 - 2017-08)

• Supported vendor onboarding, stakeholder communication, reporting and process improvement activities.
• Participated in SAP and Concur testing, validation and implementation activities.

Senior Team Member - JP Morgan Chase & Co

(2014-12 - 2016-07)

• Managed customer and employee queries, expense systems support and escalation resolution.
• Worked on invoice processing, compliance and operational support functions.

Associate Process Operations Analyst - EMC Corporation

(2011-10 - 2014-08)

• Processed invoices, managed vendor communications, reporting and process improvement initiatives.

Bachelor of Commerce - B.Com