Jacob Antony
Ontario,Canada
Summary
Client-focused and detail-oriented professional with over 6 years of experience in customer service, onboarding, and administrative support within public-facing and fast-paced environments. Proven ability to work with diverse populations, handle sensitive information, resolve escalations, and provide effective communication tailored to client needs. Strong background in case coordination, reporting, and ensuring compliance with service protocols. Adept at using various CRM and case management tools to track service delivery and maintain client satisfaction.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Sales Associate
Ashley Furniture
Ontario, Canada
09.2024 - 05.2025
- Delivered client-focused support to a diverse customer base, providing product education and personalized service.
- Handled inquiries and assisted clients with orders, returns, and issue resolution while maintaining professionalism.
- Maintained accurate records of client interactions and supported logistics coordination for deliveries.
Analyst – Onboarding & Integration (Client Services)
Target Corporation India Pvt Ltd
01.2024 - 08.2024
- Guided global partners through the onboarding process, managing service documentation, and ensuring full setup compliance.
- Monitored onboarding health and resolved issues through collaborative cross-functional team efforts.
- Created and maintained case dashboards and supported partners through training and self-service tools.
- Tools: Salesforce, DOMO, Marketplace Portal
Process Specialist – Financial Services Support
Infosys BPM
11.2022 - 01.2024
- Conducted accurate and timely handling of sensitive financial data, aligned with confidentiality and compliance standards.
- Participated in client-facing discussions, prepared documentation, and delivered weekly reports on service outcomes.
- Supported root cause analysis and queue management in a fast-paced, accuracy-driven environment.
- Tools: JIRA, Qlik Sense, MS Office
Seller Support Associate
Amazon Development Centre India
02.2021 - 03.2022
- Acted as first point of contact for onboarding and ongoing support of small business clients.
- Resolved client issues in accordance with defined SLAs and documented resolutions for future learning.
- Identified recurring issues and proposed process improvements.
- Tools: Paragon, Cosmos, Kalyera
Jr. Executive – International Sales Operations
Paragon Polymers Products Ltd
05.2019 - 02.2021
- Supported international client accounts, maintained import-export documentation, and managed communication with clients and logistics teams.
- Handled client complaints diplomatically and worked with internal teams to implement corrective actions.
Quality Audit Specialist – Customer Operations
Target Corporation India Pvt Ltd
12.2018 - 03.2019
- Audited frontline customer interactions to ensure adherence to compliance and service standards.
- Provided coaching and feedback to support service quality improvement.
Customer Service Representative
Concentrix Daksh Services India Pvt Ltd
08.2017 - 12.2018
- Assisted customers via email and live support, documenting issues and resolutions clearly.
- Worked within defined guidelines to address client concerns and improve service outcomes.
- Tools: Zendesk
Education
Bachelor of Commerce - Banking & Insurance
University Name
India01.2017
Skills
- Client Service & Communication
- Frontline Support & Inquiry Management
- Data Entry & Document Handling
- Client Onboarding & Education
- Problem Solving & Escalation Resolution
- Multi-System Navigation
- Reporting & Case Follow-up
- Cultural Sensitivity & Inclusion
- Privacy, Policy & SOP Compliance
- CRM Systems: Salesforce, Zendesk, Marketplace Portal
- Case/Workflow Tools: JIRA, DOMO, Qlik Sense, MS Office Suite
- Productivity Tools: Word, Excel, PowerPoint
Certification
Associate – Financial Accounting with SAP ERP 6.0 EhP 7 | June 2022
ADDITIONAL STRENGTHS
- Committed to equity and access to services for all clients
- Experienced in multi-lingual and multicultural client environments
- Adaptable, empathetic, and organized under pressure
Timeline
Sales Associate
Ashley Furniture
09.2024 - 05.2025
Analyst – Onboarding & Integration (Client Services)
Target Corporation India Pvt Ltd
01.2024 - 08.2024
Process Specialist – Financial Services Support
Infosys BPM
11.2022 - 01.2024
Seller Support Associate
Amazon Development Centre India
02.2021 - 03.2022
Jr. Executive – International Sales Operations
Paragon Polymers Products Ltd
05.2019 - 02.2021
Quality Audit Specialist – Customer Operations
Target Corporation India Pvt Ltd
12.2018 - 03.2019
Customer Service Representative
Concentrix Daksh Services India Pvt Ltd
08.2017 - 12.2018
Bachelor of Commerce - Banking & Insurance
University Name
Similar Profiles
Joshua CoudrietJoshua Coudriet
General Manager at Ashley FurnitureGeneral Manager at Ashley Furniture
Matthew SongsongMatthew Songsong
Delivery Truck Driver at Ashley FurnitureDelivery Truck Driver at Ashley Furniture
Anisha KhannaAnisha Khanna
Sales Associate at Ashley FurnitureSales Associate at Ashley Furniture
Victor VillelaVictor Villela
Store Manager at Ashley FurnitureStore Manager at Ashley Furniture
Abdul Hameed Abdul HafeezAbdul Hameed Abdul Hafeez
Front Desk Client Support Administrator at Condor Security Inc.Front Desk Client Support Administrator at Condor Security Inc.