Nissi Nehemiah

Operations Associate

Hyderabad, Telangana, India6 yrs 10 mos experience

Highly Stable

Key Highlights

7 years of experience in customer-facing tech roles
Maintained ~95% CSAT score at Deloitte
Expert in resolving complex billing issues

Stackforce AI infers this person is a SaaS Customer Success Specialist with strong technical support and account management skills.

Contact

Skills

Core Skills

Customer SuccessTechnical SupportService Delivery

Other Skills

Cross-functional CollaborationsBilling ProcessEscalations ManagementService-Level Agreements (SLA)Account ManagementProfessional ServicesSmartsheetCritical ThinkingResearch SkillsWritingCommunicationGoogle WorkspaceCustomer Satisfaction (CSAT)Data AnalysisIT Service Management

About

I'm a customer-facing tech professional with 7 years of experience across enterprise SaaS, account support, and technical operations — currently working at Cloudflare as a Billing Support Specialist. My day-to-day involves resolving complex billing and account issues for enterprise and self-serve customers, collaborating with finance and engineering teams, and working with Cloudflare's product suite including CDN, WAF, DNS, and Zero Trust/SSE. I bridge the gap between billing and technical support — making sure customers get accurate, informed answers fast. Before Cloudflare, I spent nearly 5 years at Deloitte across two roles — starting as a Technical Analyst and growing into a Service Delivery Transformation Support Analyst — where I managed 100–200 cases monthly, maintained a ~95% CSAT score, and reduced escalations by 25% through improved workflows and documentation. I'm passionate about helping customers succeed with complex enterprise platforms, and I'm actively growing toward a Customer Success role where I can combine my technical knowledge with strategic account management. 📍 Bangalore, India | Open to opportunities in Customer Success, Technical Account Management, and Enterprise Support

Experience

6 yrs 10 mos

Total Experience

2 yrs 1 mo

Average Tenure

5 mos

Current Experience

Cloudflare

Billing Support Specialist

Dec 2025 – Present · 5 mos · Bengaluru, Karnataka, India

Billing & account support for enterprise and self-serve customers at one of the world's leading cloud security and performance companies.
Resolve billing discrepancies, invoicing issues, and subscription queries for enterprise accounts, maintaining high accuracy and customer satisfaction.
Collaborate cross-functionally with finance, engineering, and account teams to investigate and close complex billing cases.
Apply working knowledge of Cloudflare's product suite — CDN, WAF, DNS, Zero Trust/SSE — to provide technically informed, context-aware customer support.
Support account recovery processes, bridging billing and technical workflows to deliver seamless customer experiences.

Cross-functional CollaborationsBilling ProcessCustomer SuccessTechnical Support

Deloitte

Technical Analyst → Service Delivery Transformation Support Analyst

Dec 2021 – Nov 2025 · 3 yrs 11 mos · Hyderabad, Telangana, India

Progressive roles within a global enterprise technology environment, growing from Technical Analyst to Service Delivery Transformation Support Analyst over 4 years.
Managed 100–200 cases monthly while maintaining a ~95% customer satisfaction (CSAT) score.
Reduced escalations by 25% through structured discrepancy resolution workflows and proactive issue identification.
Consistently met or exceeded SLA targets across all case categories in a high-volume global environment.
Supported customer onboarding through tool integration and account provisioning, ensuring smooth platform experiences from day one.
Partnered with engineering teams to troubleshoot system errors, translating findings into clear guidance for non-technical stakeholders.
Used ServiceNow ITSM to manage incidents and service requests end-to-end with high responsiveness.
Developed process documentation and knowledge assets that reduced analyst onboarding time and improved self-service resolution.
Generated performance and adherence reports using Excel and Smartsheet for key decision-makers.

Escalations ManagementService-Level Agreements (SLA)Service DeliveryCustomer Success

Ibm

Workforce Support Analyst

Jul 2019 – Mar 2021 · 1 yr 8 mos

Workforce and account operations support for the Bombardier Aerospace process, focused on workload accuracy and process compliance.
Monitored and reconciled workload distribution to support contract billing accuracy and SLA alignment.
Designed performance surveys and facilitated process compliance reviews, producing data-driven insights that improved team adherence and customer satisfaction.
Led root-cause analysis for operational issues impacting downstream account tracking, enabling faster resolution and improved customer outcomes.

Cross-functional CollaborationsService-Level Agreements (SLA)

Genpact

Technical Support & Workforce Operations Analyst

May 2018 – Mar 2019 · 10 mos

Customer-facing technical support for Google's Account Recovery process, handling escalated and high-complexity cases.
Delivered technical support for escalated Google account recovery cases, maintaining SLA adherence while managing high-complexity, time-sensitive situations.
Audited activity and usage logs to identify inconsistencies, preventing billing disputes and maintaining account integrity for end users.
Created internal knowledge base documentation to accelerate resolution of recurring account issues, driving efficiency across the support team.

Escalations ManagementService-Level Agreements (SLA)