Mehul Shah
Morris Plains,NJ
Summary
Customer-focused support professional with experience owning customer issues from investigation through resolution. Skilled in SaaS troubleshooting, escalations, cross-functional collaboration, support documentation, and process improvement, with a proven ability to turn customer challenges into clear solutions and better support processes. Healthcare and start-up experience.
Overview
9
9
years of professional experience
Work History
Customer Support Specialist
CHUBB
Philadelphia, Pennsylvania
06.2016 - 05.2025
- Resolved high-priority customer concerns, owning issues from escalation to resolution while ensuring clear communication and timely follow-up to uphold customer satisfaction.
- Supported clients through email, remote sessions, and direct communication, resolving technical issues with clear, practical guidance.
- Managed ServiceNow incidents, changes, and service requests, prioritizing and updating statuses, escalating issues, and documenting case records to enhance service efficiency.
- Provided technical support across SaaS platforms, enterprise applications, databases, VDI/RDSH environments, and cloud technologies while rapidly adopting new products and business processes.
- Led complex technical investigations and root-cause analysis across application performance, data integrity, configuration, access, workflows, databases, and third-party vendor components.
- Developed support processes and knowledge resources, providing technical guidance that ensured consistent issue resolution and empowered increased customer self-service.
Education
Bachelor of Science - Management of Information Technology
New Jersey Institute of Technology
Newark, NJ09-2001
Skills
- Customer Support
- Technical support
- SaaS expertise
- Incident Management
- Root-cause Analysis
- ServiceNow
- JIRA
- Zendesk
- CRM tools
- Client relationship management
- Stakeholder engagement
- Effective communication
Accomplishments
- RMS Impact Award Winner for making significant contributions to customer satisfaction and client success.
Timeline
Customer Support Specialist
CHUBB
06.2016 - 05.2025
Bachelor of Science - Management of Information Technology
New Jersey Institute of Technology