AFSHANA ISMAIL
Chennai
Summary
ITIL-certified implementation consultant with about a decade of expertise orchestrating large-scale SaaS onboarding and professional services programs, achieving over 160 Freshservice and 10 Rocketlane implementations with zero churn, 4.5 CSAT, and expedited time-to-value.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Professional Services Consultant
Sprinklr
01.2026 - 06.2026
- Administered and optimized Rocketlane project management platform, achieving 100% uptime and high configuration quality.
- Developed dashboards to track adoption and workflow compliance, enhancing user engagement across service teams.
- Conducted training sessions and created FAQs/playbooks, accelerating new user onboarding and reducing support tickets.
- Partnered with operations and stakeholders to configure processes and automations using Workato integrations, improving cross-team efficiency.
Lead - Implementation Manager
saasgenie
Trichy
04.2024 - 12.2025
- Spearheaded weekly implementation governance reviews and led daily stand‑ups as delivery owner, proactively addressing customer escalations, identifying execution risks, and driving mitigation strategies to ensure predictable, on‑time outcomes.
- Enabled and coached a 15‑member delivery team on Freshservice and Rocketlane implementation strategies, product knowledge transfer, and project management best practices, standardizing execution and onboarding quality across engagements.
- Founded and operationalized a Customer Center of Excellence by designing scalable delivery and enablement frameworks, improving consistency, visibility, and delivery rigor across customer implementations.
- Launched and optimized Rocketlane as the core delivery platform, streamlining playbooks and workflows to reduce customer time‑to‑value by 40% (from 90 to 54 days).
- Led and individually delivered end‑to‑end ITSM and PSA implementations across Freshservice and Rocketlane, facilitating solution design, testing, and integrations (Salesforce, HubSpot, Workday) while achieving 100% on‑time project delivery, zero escalations, and sustained 4.5/5 CSAT through rigorous execution and stakeholder alignment.
Product Consultant
Freshworks
Chennai
11.2021 - 03.2024
- Increased MRR by $35,000 through proactive account growth and retention strategies.
- Successfully onboarded and implemented 150+ SMB & MidMarket accounts, driving product adoption.
- Managed 163 customer accounts across ANZ and UK, achieving a CSAT of 95.4%.
- Collaborated with product teams to propose enhancements and prioritize critical bug fixes based on customer feedback.
- Delivered health assessment reports to identify usage trends and inform strategies to reduce churn.
Content Strategist
Skill-Lync
Chennai
04.2021 - 11.2021
- Developed and delivered training programs for 61+ instructors (North America) on new e-
learning platforms, improving training effectiveness and course quality.
Created onboarding materials, presentations, and process guides; worked cross-functionally
with engineering and leadership to refine tools and workflows.
Business Consultant
Tranxit Technology Solution Pvt. Ltd
Chennai
04.2020 - 04.2021
- Assisted over 125 entrepreneurs, serial entrepreneurs, and CXOs in building digital businesses, managing deals from $3K to $30K, while engaging inbound leads for product alignment and business proposals.
Global Admissions Consultant
Valued Epistemics
Chennai Area
06.2018 - 03.2020
- Onboarded 3,000+ customers globally, managing 1,300+ accounts annually, driving customer adoption and achieving a 4.4/5 CSAT through structured onboarding and webinars.
- Created scalable onboarding and training frameworks, developing enablement decks and mentoring a 15‑member team to reduce churn and drive customer satisfaction
Education
Postgraduate Degree - Cloud computing
Great Learning
12-2024
Bachelor of Engineering - Biomedical Engineering
SMK FOMRA INSTITUTE OF TECHNOLOGY
12-2018
Higher secondary - Bio-Maths
Vellamal Matriculation Higher Secondary School
12-2014
Skills
- Project Management
- Business Process Design
- API integrations
- Cloud Infrastructure
- Customer Engagement
- Customer Retention
- Team Enablement
- Team Leadership
- Training Development
- Adaptive thinking
- Stakeholder Management
- Data migration
Certification
- ITSM Tool Service Management Technical Delivery, 01/01/25
- Atlassian - JIRA Service Management - Project Management, 06/01/25
- ITIL Foundation, 06/01/25
People Cert - Information Library Foundations Certification (ITIL), 06/01/25
Timeline
Professional Services Consultant
Sprinklr
01.2026 - 06.2026
Lead - Implementation Manager
saasgenie
04.2024 - 12.2025
Product Consultant
Freshworks
11.2021 - 03.2024
Content Strategist
Skill-Lync
04.2021 - 11.2021
Business Consultant
Tranxit Technology Solution Pvt. Ltd
04.2020 - 04.2021
Global Admissions Consultant
Valued Epistemics
06.2018 - 03.2020
Postgraduate Degree - Cloud computing
Great Learning
Bachelor of Engineering - Biomedical Engineering
SMK FOMRA INSTITUTE OF TECHNOLOGY
Higher secondary - Bio-Maths
Vellamal Matriculation Higher Secondary School