Summary
Overview
Work History
Education
Skills
Timeline
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Meena Natarajan

Chennai

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

11
11
years of professional experience
4
4
years of post-secondary education

Work History

Senior Program Manager

Microsoft
09.2022 - Current
  • Escalation manager for all critical blockers submitted by customers and also escalation POC for top tier MSFT accounts. Co-ordinate with Product, Engineering, Customer Success, Implementations, Content to share product insights and feedback.
  • Facilitated stakeholder communication, leading to improved alignment between business objectives and program goals.
  • Established clear performance metrics for tracking program success, enabling informed decision-making processes throughout each project's duration.
  • Led process improvement initiatives by conducting thorough analyses of existing workflows, identifying bottlenecks and redundancies that hindered progress toward established targets.
  • Cultivated strong relationships with external partners, ensuring effective collaboration on joint projects and initiatives.
  • Increased customer satisfaction rates by implementing robust feedback mechanisms and incorporating client input into future program planning efforts.

Support Team Manager (Interim)

Microsoft
11.2021 - 09.2022
  • Reduced response times for customer inquiries with streamlined ticketing system and optimized workflows.
  • Facilitated regular meetings with stakeholders to discuss ongoing projects, provide status updates, and manage expectations regarding deliverables.

Senior Product Consultant

Ally
02.2021 - 11.2021
  • Responsible for all support activities and handle all critical requests and escalations from customers. Partnered with CSMs to deliver the best customer experience through implementation and deployment.
  • Coordinated with engineering teams to resolve technical issues quickly, minimizing downtime and ensuring optimal system performance.
  • Analyzed customer feedback data to identify areas for potential product improvements and innovations.

Asst. Manager

Chargebee
01.2020 - 02.2021
  • Manage the business and operational excellence of our solutions organization and the day-to-day operations in a 24X7 setup.
  • Provide regular feedback to engineers & responsible for Performance management.
  • Involved in goal setting and action plans for career.
  • Setup and document process for the team's support activities.
  • Work closely with all internal stakeholders like sales, Product, Engineering and Customer success, Implementations, etc., in delivering the best customer experience.
  • Work with the QA team to continuously improve the quality of service.

Training Manager

Chargebee
07.2019 - 12.2019
  • Assess training needs through surveys, interviews with employees, or consultations with Team Managers, Leads, Product Managers.
  • Coordinate or conduct weekly training that includes refresher sessions & new features in the product.
  • Design and review training materials.
  • Work with the cross-functional teams (Product Management, Engineering & L&D teams).
  • Track progress & effectiveness of training programs conducted.

Customer Success Specialist

Chargebee
10.2016 - 06.2019
  • Handling customer queries over email/phone/chat and deliver above-and-beyond consultative support.
  • Escalate issues if necessary and work closely with our engineering team to resolve those issues.
  • Provide customer feedback to the product management team and help them in discovering insights for the product roadmap.
  • Assist sales stalwarts in converting prospects to customers.
  • Constantly work towards streamlining the support process by analyzing support requests and publishing solutions as blog posts, forums and FAQs.

Senior Product Support Analyst

Thomson Reuters
11.2012 - 10.2016
  • Support customers over email/phone/chat for different products of Thomson Reuters
  • Escalate blockers and co-ordinate with engineering for resolution.
  • Responsible for creating help articles based on the customer interactions.
  • Send weekly reports to Team Leads on the volume trends.
  • Mentor trainees during the probation phase.

Education

BE (CSE) -

Alpha College of Engg
09.2008 - 05.2012

HSC -

St. Dominic's Anglo Indian Hr. Sec.

Skills

Problem-Solving

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Timeline

Senior Program Manager

Microsoft
09.2022 - Current

Support Team Manager (Interim)

Microsoft
11.2021 - 09.2022

Senior Product Consultant

Ally
02.2021 - 11.2021

Asst. Manager

Chargebee
01.2020 - 02.2021

Training Manager

Chargebee
07.2019 - 12.2019

Customer Success Specialist

Chargebee
10.2016 - 06.2019

Senior Product Support Analyst

Thomson Reuters
11.2012 - 10.2016

BE (CSE) -

Alpha College of Engg
09.2008 - 05.2012

HSC -

St. Dominic's Anglo Indian Hr. Sec.

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Meena Natarajan