HARSHITHA S
Assistant Product Manager | Client Relationship Specialist | SaaS Technical Support
Channapatna,KA
Summary
Results-driven Customer Support professional with 6+ years of experience supporting global (US-based) clients across SaaS, telecom, and technology domains. Skilled in technical troubleshooting, ticket management, and client communication across chat, email, and calls. Proven ability to resolve high-volume customer issues, maintain SLA compliance, and improve customer satisfaction through proactive support. Experienced in remote environments, cross-functional collaboration, and knowledge base contributions.
Overview
7
7
years of professional experience
4
4
Certifications
3
3
Language
Work History
Assistant Product Manager (B2B Product Support)
LG Electronics India
Bangalore, Karnataka
11.2023 - 05.2025
- Vendor Management | SaaS & Technical Coordination
- Acted as a technical support between internal teams, vendors, and clients for product-related issues.
- Managed 5–6 vendors, ensuring issue resolution, reporting accuracy, and SLA adherence.
- Collected and documented issue details, logs, and user feedback to support faster fixes.
- Troubleshot product and configuration issues, coordinating with technical teams for resolution.
- Rebuilt vendor trust through transparent communication and consistent follow-ups.
- Supported product lifecycle activities including upselling, testing, issue tracking, and release coordination.
Senior Operational Representative (US Clients)
Concentrix India
Bangalore, Karnataka
11.2022 - 08.2023
- Delivered high-volume technical support via chat, email, and calls for US-based customers.
- Diagnosed and resolved issues related to software, connectivity, and account configurations.
- Maintained SLA compliance while handling 40+ customer interactions daily.
- Documented incidents with clear notes, troubleshooting steps, and resolution summaries.
- Created macro responses and training materials, reducing resolution time by 15%.
- Recognized as Top NPS & Sales Performer (2023) for customer satisfaction and service quality.
Operational Buyer (Procurement Support & Client Coordination – Remote)
IBM India
04.2019 - 04.2022
- Reduced PO processing time by 20% using SAP automation and virtual workflow redesign.
- Supported internal and external stakeholders across sourcing, finance, and compliance.
- Ensured timely delivery of products by closely monitoring vendor performance and addressing any issues promptly.
- Built long-term supplier relationships with vendors to establish quality and competitive pricing.
- Maintained complete documentation and records of all purchasing activities.
- Collaborated with internal departments to better understand needs and determine purchasing requirements.
Senior Sales & Service Consultant
Trident Hyundai
06.2017 - 09.2018
- Sales Growth: Boosted showroom sales by 25% through competitive analysis and customer relationship management.
- Developed trust-based client relationships that supported repeat business and referrals.
- Analyzed customer feedback data to identify trends and implement targeted improvements, leading to consistently high satisfaction scores.
- Played an instrumental role in driving organizational growth by securing high-value accounts through strategic networking efforts.
- Managed a portfolio of clients, ensuring timely delivery of services and prompt resolution of any issues that arose.
- Provided information about service procedures and expected timelines.
Education
Bachelor of Commerce - Accounting And Finance
KSOU Mysore University
Mysore, India04-2019
Skills
SaaS Technical Support & Product Troubleshooting
Customer Issue Resolution & Root Cause Analysis
Multi-Channel Communication (Chat, Email, Voice)
Ticketing Systems & SLA Management
Escalation Handling & Incident Management
Customer Experience (CX) & Satisfaction Optimization
Client Relationship Management & Retention
Cross-Functional Collaboration (Product & Engineering Teams)
Knowledge Base Creation & Documentation
AI Tool Utilization for Support Efficiency
Remote Work & Distributed Team Collaboration
Process Improvement & Workflow Optimization
Attention to Detail & Structured Problem Solving
Adaptability & Fast Learning in Dynamic Environments
Ownership Mindset & Accountability
Certification
Top NPS & Sales Champion – Concentrix (2023)
Timeline
Assistant Product Manager (B2B Product Support)
LG Electronics India
11.2023 - 05.2025
Senior Operational Representative (US Clients)
Concentrix India
11.2022 - 08.2023
Operational Buyer (Procurement Support & Client Coordination – Remote)
IBM India
04.2019 - 04.2022
Senior Sales & Service Consultant
Trident Hyundai
06.2017 - 09.2018
Bachelor of Commerce - Accounting And Finance
KSOU Mysore University