Oct 2021 – Present · 4 yrs 8 mos

• Engaged in pioneering the finest CCaaS (Contact Center as a Service) solution in the industry while delving into the intricacies and potential of Generative AI.
• Dived headfirst into the vast ocean of Product Management principles, navigating through a mix of hands-on experience and self-taught adventures—kind of like learning to ride a unicycle while juggling flaming torches.

Apr 2021 – Oct 2021 · 6 mos

• Served as POC for a Portfolio of 50 customers with almost 25 key accounts and 5 enterprises.
• Worked closely with Sales Team for seamless onboarding and key account management.
• Did cross-sell and upsell exceeding relevant KPIs goal every month on month.

Oct 2020 – Mar 2021 · 5 mos

• Led 12-member support team to boost customer satisfaction.
• Managed escalations, support cases, and maintained monthly CSAT goals.
• Collaborated cross-functionally to provide feedback for product enhancements.
• Introduced chat framework as a new support channel, overseeing a 3-member chatbot team.

Jan 2019 – Sep 2020 · 1 yr 8 mos

• Achieved significant reduction in ticket count by 80% and consistently exceeded CSAT targets.
• Took initiative to hire and mentor 4 Customer Happiness resources, enhancing team effectiveness.
• Provided training on Exotel's Lead Assist, Google Sheet Integration, and API integration.
• Scaled Product support function with streamlined SLA and automation, managing elite enterprise accounts.

Mar 2018 – Dec 2018 · 9 mos

• Provided proactive and compassionate support to Exotel's customer base, exceeding expectations.
• Excelled in frontline customer support, resolving complex issues and facilitating API integrations.
• Directly contributed to acquiring 6-7 new customers by assisting with CRM integration.
• Quickly integrated into the internal customer solutioning team, showcasing adaptability.
• Achieved top Customer Satisfaction scores and maintained #1 resolution time for tickets.