Jan 2025 – Jul 2025 · 6 mos · Bengaluru, Karnataka, India · Hybrid

• Managed 13 key accounts, implementing tailored solutions that boosted GMV by 16%.
• Enhanced client satisfaction to 95% by reducing support response time by 30% through effective issue resolution.
• Collaborated cross-functionally to drive product improvements, increasing payment success rates among top merchants.

Feb 2024 – Jan 2025 · 11 mos · Bengaluru, Karnataka, India · Hybrid

• Cultivated strong relationships with customer technical contacts, proactively resolving challenges to foster advocacy.
• Addressed merchant inquiries through meticulous analysis and hands-on troubleshooting, ensuring timely resolution of technical issues.
• Collaborated effectively with Product and Software Engineering teams by raising Jira issues and contributing to their resolution.

Aug 2022 – Feb 2024 · 1 yr 6 mos · Vadodara, Gujarat, India · On-site

• Led and mentored cross-functional teams to boost productivity and enhance customer service.
• Managed multiple CPaaS products, including SMS, Email, Voice, WhatsApp, and Chatbot for major clients.
• Developed use cases for chat platforms and transactional SMS, ensuring compliance with enterprise-grade SLAs.
• Closed deals generating approximately INR 4 Cr in annual revenue while training team members for improved performance.

Jan 2019 – Jul 2022 · 3 yrs 6 mos · Noida, Uttar Pradesh, India · Hybrid

• Spearheaded the Rakuten Symphony project, focusing on bulk messaging, chatbots, IoT, and marketing platforms.
• Acted as a liaison between L1, L3, developers, and enterprises like Google and Meta to ensure efficient workflows.
• Successfully closed opportunities generating an estimated revenue of INR 4 Cr annually while upholding high service delivery standards.

Feb 2018 – Jan 2019 · 11 mos

• Delivered multi-channel customer support (chat, email, Zoom, phone), troubleshooting product, configuration, and usage issues while meeting SLAs, quality benchmarks, and productivity targets.
• Diagnosed and reproduced customer issues, documented findings, followed established workflows, and escalated complex cases to L2/L3 teams with complete context.
• Led incident response for high-severity issues, coordinating cross-functional teams (Engineering, Product, Operations), assessing impact, and driving timely resolution of critical escalations.
• Improved support operations by identifying process gaps, enhancing workflows, contributing to knowledge base and training materials, and collaborating with QA and KM teams to boost efficiency and customer satisfaction.

Jun 2016 – Jan 2018 · 1 yr 7 mos

• Acted as an escalation point for complex customer inquiries and complaints, resolving application blockages through log analysis and collaboration with engineering teams.
• Managed escalations by utilizing SQL queries for error checking, gathering customer feedback for product enhancements, and creating a comprehensive knowledge base for faster issue resolution.
• Troubleshot and resolved application-level issues with a 90% resolution rate within SLA times at Accenture in India, Gurugram, Haryana, India.