Swapnil S.

15+ Years Experience - CRM Integration, Support Lead, Training, QA

With over 15 years of proven expertise, I specialize in building, leading, and optimizing customer support operations while driving continuous improvement in training, QA, and support systems. My background combines hands-on technical skills with leadership and people development, making me a trusted partner for businesses aiming to scale support and deliver exceptional customer experiences. I am enthusiastic, reliable, a very quick learner and can be depended on for handling all types of interactions with clients and customers. CRM Integration and Administration : 15+ years working on Zendesk, Freshdesk, Gorgias and Zoho. Customizing workflows, automation, triggers, SLAs, and reporting dashboards. Integrating third-party tools and optimizing CRM for better agent productivity. Support Leadership : Managed and led global support teams across multiple channels (email, chat, phone). Implemented processes that improved efficiency, reduced response times, and boosted CSAT scores. Skilled in workforce management, escalation handling, and performance coaching. Training & Development : Designed and delivered onboarding programs, product training, and skill development workshops. Developed SOPs, knowledge bases, and e-learning content for ongoing team improvement. Experienced in coaching and mentoring to build high-performing teams. Quality Assurance (QA) : Built QA frameworks for support teams, ensuring compliance, accuracy, and consistency. Conducted audits, performance reviews, and implemented feedback loops to raise service quality. I bridge the gap between strategy and execution, whether it’s optimizing Zendesk, building a QA process, or training a support team from scratch. My goal is always to create scalable systems and empowered teams that deliver measurable results.