Saroj

manager

Intuit • Full-time

Nov 2016 - Dec 2025 • 9 yrs 1 mo

I spent 9 years with Intuit, working with QuickBooks and taking on a variety of responsibilities across client interaction, technical support, backend operations, and software testing. My journey at Intuit gave me the opportunity to see a business from several different angles. I worked directly with clients, helping them understand and resolve issues with their software, while also gaining experience with the processes and operations happening behind the scenes. I was also involved in testing new software and features, including beta-testing activities. This meant looking at new functionality from a user's perspective, identifying problems or areas that could be improved, documenting findings, and providing feedback before new features were released. Working across different functions taught me to look beyond the immediate problem. Sometimes the best solution is not simply fixing what is in front of you, but understanding why the problem happened in the first place and how the process can be improved. My 9 years with Intuit helped me develop a combination of customer-service experience, technical understanding, operational knowledge, attention to detail, and product-oriented thinking.

assistant manager

IBM • Full-time

Jan 2009 - Nov 2016 • 7 yrs 10 mos

I spent 7 years with IBM, working primarily with international clients in technical support and service operations. One of the most valuable parts of this experience was learning how to communicate with people from different countries, cultures, and professional backgrounds. Every client had a different way of explaining a problem, so I learned to listen carefully, ask the right questions, identify what was actually going wrong, and then explain the solution in a way the client could easily understand. My role involved troubleshooting technical issues, coordinating with internal teams, managing escalations, and making sure clients received the support they needed. Working in an international technology environment also taught me how to remain patient and professional under pressure, take ownership of problems, and keep looking for solutions rather than simply explaining why something could not be done. This experience strengthened my communication, analytical thinking, troubleshooting, and client-management skills and taught me how to bridge the gap between technology and people.

Lead Client Servicing

American Express • Full-time

Apr 1998 - Dec 2008 • 10 yrs 8 mos

I spent 10 years with American Express, where I had the opportunity to work with customers, business processes, and sensitive financial situations. A significant part of my experience involved working directly with clients, including high-value and premium cardmembers. These conversations taught me that good service is not simply about solving a problem—it is about listening carefully, understanding what the person is really concerned about, and making them feel confident that their issue is being handled properly. I also worked with the fraud-control function, handling situations involving suspected fraudulent transactions. This required careful attention to detail, following security procedures, communicating sensitive information appropriately, and balancing customer protection with the interests of the business. Over the years, I learned how to deal with difficult conversations, handle escalations, build trust quickly, and stay calm when the situation was stressful. My time at American Express gave me something that cannot be learned from a textbook: a deep understanding of people, customer expectations, responsibility, and how important trust is in business.