Mar 2025 – May 2025 · 2 mos · Coimbatore, Tamil Nadu, India · On-site

• Consistently delivered high-impact operational support by efficiently resolving over 1,000+ customer tickets with an industry-leading CSAT score of 95%+ and an average first response time under 2 hours. Played a pivotal role in managing backend systems including HubSpot, Intercom, Chargebee, Chargedesk, Kajabi, ClickUp, and Okta, ensuring seamless customer journeys across communication, billing, and CRM functions.
• Proactively enhanced support processes by refining knowledge base content, leading to a 15% reduction in ticket volume and empowering customers through self-service solutions. Acted as a vital liaison between support and product teams, enabling faster resolution of technical issues and improving platform stability.
• Supported rapid business growth—handling a 20% MoM surge in user queries—through scalable onboarding practices and operational excellence. Demonstrated strong ownership by maintaining SLA compliance and meticulously documenting customer interactions, contributing to a culture of accountability and continuous improvement.

Jun 2022 – Mar 2025 · 2 yrs 9 mos · Bengaluru, Karnataka, India · On-site

• Driven process excellence activities and conducted several sessions, connecting across teams and processes for impact analysis and streamlining quality operations. Adhered to Standardized Optimized Procedures (SOPs) developed and maintained it without any SLA misses.
• Conducted cross-functional team collaboration sessions for better understanding of differences in the process and streamlining a common approach through training resulting in 90% customer satisfaction rate.
• Specialized in 5Why Analysis to identify Root Cause of issues and performed regular update collaboration sessions across teams to identify gaps and bridged them with proper training leading to 25% reduction in errors.
• Specialist in 5 Why and RCA for error reduction.
• Expert in stakeholder communication.
• Expert in Product analysis,

Jun 2017 – Sep 2018 · 1 yr 3 mos · Coimbatore, Tamil Nadu, India

• Provided Constant excellence in customer query handling with empathy and active listening and received live kudos on calls with customers
• Topped charts in First Contact Resolution for customers with complex queries
• Handled and raised tickets for troubleshooting orders and delivery issues
• Analyzed and resolved customer issues and worked proactively collaborating with internal teams for better customer delight
• Identified several areas of improvement and implemented changes through Gemba walk idea contribution resulting in 20% reduction in repeat queries
• Been part of pilot team of Amazon’s A-pay program testing before launch in India
• Developed and maintained strong relationship with customers