Hello👋, I'm Subham Mundra

YunaPRO is a web-based tool designed to help online businesses and coaches generate leads and grow their audiences on Facebook through automated marketing strategies.

As a PSS at YunaPRO, I assist users with product-related queries, troubleshoot technical issues, and work closely with the co-founder to ensures seamless user experience and maximize product’s effectiveness.

I utilize Freshdesk for managing communication and Zoom for troubleshooting technical issues to ensure efficient resolution of user issues. For inter-team communication, I rely on Slack to maintain seamless collaboration and coordination.

SEOmatic enables marketers to create, manage, and publish large-scale, data-driven content for SEO and PPC campaigns, integrating seamlessly with any CMS.

As an S.C. at SEOmatic.ai, I assisted the founder with setting up the foundations for support by creating Use Cases and Knowledgebase Articles with Screen casting tutorials.

I utilize Notion to manage documentation and Screen Studio to record use case tutorials. For writing articles and setting up datasets, I used Google Workspace (Docs & Sheets).

Reverse Contact is a Reverse email lookup SaaS designed to help companies extract LinkedIn data from email addresses for lead generation purposes.

As a CSR at ReverseContact, I ensured that users fully leverage their subscription benefits by serving as a bridge between them and our internal Sales & Technical teams, facilitating smooth communication and problem resolution.

Crisp provided a robust CRM platform, empowering me to manage customer relationships and address inquiries promptly and efficiently. Communication flowed seamlessly through Upwork, enabling real-time collaboration with team members and stakeholders.

Buzznerd is a Seattle-based studio that provides WordPress-powered storefront SaaS integrated with WooCommerce for truck dealerships.

As a Support Engineer, I resolved customer queries, managed software updates, and ensured smooth website functionality. Additionally, I contributed to content creation efforts, boosting brand visibility and client engagement.

Zendesk facilitated seamless Customer Relationship Management (CRM). Communication was streamlined through Skype, and Project management was organized and efficient with Asana.

WordPress.com is a SaaS platform that offers fully hosted solutions for creating and managing websites without requiring users to install or maintain software locally.

As a Happiness Contractor, I provided Frontline Support and assisted users with their website-related needs by swiftly addressing inquiries, resolving technical challenges, and tailored solutions to their unique situations.

Zendesk facilitated efficient Customer Relationship Management (CRM). Slack streamlined communication, and scheduling tasks were efficiently managed using Happy Tools.

Subham is great to work with! He provides valuable suggestions, communicates clearly and works autonomously, which is incredibly important for me as a busy founder. Looking forward to continue working with him in the future.

Subham delivered good work for us. He had to learn many new systems, technology, as well as various troubleshooting scenarios which were customer facing. He was also dependable and open to feedback. We are very pleased with his work and look forward to continuing to work with him in the future. Highly recommended.

Stellar performance. Always on-time, willing to learn, take on new roles/tasks, great English and very friendly.

Subham is engaged and communicates well, is responsive in a remote environment, and is receptive to feedback. We enjoyed working with him on this assignment.

• Email Support: Responding to customer queries, resolving issues, and providing product guidance.
• Live Chat Support: Assisting users in real time via chat platforms.
• Ticket Management: Organizing, prioritizing, and resolving tickets using tools like Freshdesk or Zendesk.
• Knowledge Base Creation: Writing and maintaining FAQs, user guides, and help articles.

• Onboarding Calls: Helping new users get started with the product via personalized walkthroughs.
• Account Setup Assistance: Assisting users in setting up their accounts or integrating the product with their workflows.
• Training Sessions: Conducting webinars or 1:1 training for teams or individual users.

• Troubleshooting Calls: Diagnosing and resolving technical issues with the product.
• Bug Reporting: Identifying and reporting bugs to the development team.
• API/Integration Support: Helping users with API usage or third-party integrations.

• Outreach to Inactive Users: Engaging with users who haven’t used the product in a while.
• Feature Announcements: Informing users about new features or updates.
• Retention Campaigns: Helping retain users by addressing their concerns or offering tailored solutions.

• User Feedback Gathering: Collecting insights about user experiences and feature requests.
• Customer Satisfaction Surveys: Conducting surveys to gauge user satisfaction.
• Reporting Trends: Analyzing and summarizing common user pain points for the product team.

• Support Workflow Optimization: Streamlining support processes for efficiency.
• Tool Setup and Management: Configuring and managing support tools like CRMs, help desks, or chatbots.
• Team Support Documentation: Creating internal guides for support processes.

• Support Metrics Tracking: Monitoring response times, resolution rates, and other KPIs.
• Weekly/Monthly Reports: Providing founders with insights into support performance and user trends.

Upwork Certified talent demonstrates proficiency in Customer Service, which looks for high-quality work that showcases strong skills, a wide breadth of work, and exceptional composition.