A M I T K U M A R J H A
Technical Support Specialist | Product & SaaS Operations | CRM & Ticketing Systems (Salesforce, Zendesk, Lark) | Incident & Escalation Management
3+ years turning SaaS operations, CRM systems, incident resolution, and AI evaluation into measurable business outcomes.
The Professional Behind the Work
"Technical Support Specialist with 3+ years of experience in product & SaaS operations, CRM & ticketing systems (Salesforce, Zendesk, Lark), and incident & escalation management. Skilled in AI model evaluation, prompt assessment, and CRM-driven issue resolution. Built QualiVibe AI — a full-stack lead qualification tool using Google Gemini API. Seeking roles in AI Quality Assurance, Customer Operations, or Technical Support where analytical precision and customer empathy drive operational excellence."
Support & SaaS Operations
Expert in CRM & ticketing systems (Salesforce, Zendesk, Lark), managing strict SLAs, incident tracking, root-cause troubleshooting, and customer retention.
AI Quality & Evaluation
Auditing proposal quality, prompt logic validation, reducing hallucinations, RLHF validation, and setting rigorous benchmarks for LLM systems.
Full-Stack AI Builder
Creator of QualiVibe AI using Google Gemini API (gemini-3.6-flash), architecting privacy-first BYOK applications with instant CSV CRM pipeline exports.
Professional Experience
A track record of precision in AI model evaluation, high-throughput customer communications, and technical operations.
AI Evaluation & Quality Assurance Specialist (Project-Based)
- Evaluated 13+ specialized AI model tasks, auditing proposal quality and verifying technical requirements against strict accuracy benchmarks.
- Analyzed AI-generated logic and outputs, validating prompt efficacy to optimize system performance and minimize latency.
- Partnered with tech teams to streamline automated data validation pipelines and reduce manual review time.
Customer Support & Operations Specialist
- Managed 100+ daily chat interactions on Lark, Telegram, and WhatsApp, resolving complex gaming account and transaction queries.
- Handled end-to-end onboarding support — new user registration, bank account add/update/remove, and UPI verification.
- Processed USDT and in-game chip purchase requests, ensuring accurate transaction records and timely issue escalation.
- Maintained high CSAT scores through empathetic, process-driven issue resolution and real-time communication.
- Collaborated with internal teams to track recurring issues and improve response turnaround time.
Customer Care Executive
- Acted as primary escalation point for complex service requests, handling 100+ monthly client interactions with prompt resolution.
- Designed client retention workflows and generated weekly performance reports using internal reporting tools.
- Mentored and trained incoming support personnel on operational protocols, communication frameworks, and quality standards.
Data Entry & Back-Office Operations Clerk
- Managed high-throughput data processing using advanced Excel functions (Pivot Tables, XLOOKUP, VLOOKUP).
- Optimized documentation and record-keeping systems for streamlined back-office operations and audits.
Featured Project Spotlight
Engineering autonomous AI systems with privacy-first client architectures and commercial viability.
QualiVibe AI
Engineered an inbound sales qualification web app using Google Gemini API (gemini-3.6-flash) to automate prospect evaluation and generate tailored pitch strategies in under 3 seconds. Architected a zero-overhead, privacy-first BYOK (Bring Your Own Key) model using browser localStorage — eliminating server database dependencies. Built dynamic lead history tracking with 1-click CSV export for direct CRM and pipeline spreadsheet ingestion.
Core Competencies & Technical Expertise
Enterprise capabilities spanning technical support, SaaS operations, AI & engineering, data analysis, and customer success.
Technical Support & SaaS Operations
18 Technical & Operational CapabilitiesAI, Data & Engineering
18 Engineering & Data CapabilitiesCustomer Success & Business
17 Relationship & Strategic CapabilitiesProfessional & Additional
13 Operational & Communication DisciplinesEducation & Professional Development
Rigorous computer applications foundations paired with premier corporate training methodology.
Bachelor of Computer Applications (BCA)
Deep foundational curriculum in computational principles, application architecture, and web technologies.
Training & Development Certification Program
Specialized training in corporate workflow instruction, operational team management, high-impact business communication, and quality frameworks.
Let's Build Something Exceptional Together
Open to high-impact roles in Technical Support, Product & SaaS Operations, CRM & Ticketing Systems, and Incident & Escalation Management. Let's talk.