Monisha Chandran
Chennai
Summary
Hardworking and motivated professional with several years of experience and record of success in industry. Solid history balancing team performance, customer service targets and business objectives. Dedicated to working closely with employees to maximize productivity and optimize procedures. Decisive leader with good planning and organizational skills.
Overview
11
11
years of professional experience
Work History
Manager - Customer Support
Freshworks technologies private limited
Chennai
05.2021 - Current
- Led a 20+ member support team in the India region, driving key performance metrics including Resolution %, CES, and Escalation reduction.
- Partnered with TAMs and CSMs to review and strategize on top regional accounts, ensuring proactive customer engagement.
- Conducted monthly performance reviews with leadership to assess team highlights/lowlights, derive KPI insights, and implement corrective action plans.
- Owned the weekly CES analysis process, identifying themes from negative surveys, and sharing actionable insights with senior stakeholders.
- Spearheaded the Outage Management and RCA process by leading a cross-functional team that collaborated with the NOC, simplified RCAs for customer sharing, and established a streamlined RCA workflow.
- Engaged with the Process Excellence team to map the end-to-end ticket lifecycle (L1 and L2), identify systemic gaps, and drive process improvements.
- Supported the BI team by identifying key outliers in dashboard metrics, enhancing data visibility for better decision-making.
- Regular participant in internal workshops (VSM Mapping, Kaizen, BOS Expectations, L&D, etc.). to share feedback and implement best practices.
- Represented the support team at the Freshworks FUN event in Dubai; contributed to theme ideation aligned with product priorities, hosted key user discussions, and handled an onsite customer visit for a high-impact issue.
- Collaborated with team members to analyze ~80 contact codes and proposed enhancements to help reduce contact rate—shared feedback with PMM and contributed to Freshdesk Analytics content improvements.
- Headed the Escalation Desk team—established preventive processes, streamlined hand-offs, and closed key operational gaps to minimize future escalations
Enterprise Technical Account Manager
Freshworks technologies private limited
Chennai
05.2019 - 04.2021
- Managed relationships for 20+ multimillion-dollar enterprise accounts across diverse industries, providing strategic technical guidance, proactive risk mitigation, and driving product adoption for customer success
- Mentored and coached ~20 team members, fostering skill development and cross-functional alignment.
- Collaborated with Customer Success, Engineering, and NOC teams to resolve high-impact technical issues
- Delivered enablement sessions for internal teams, improving their technical readiness.
- Participated in internal workshops to enhance stakeholder engagement.
- Improved incident response and RCA processes
- Led the revamp of the customer satisfaction survey by introducing CES. Standardized the survey process and conducted training
- Conducted a status page usability audit and competitor analysis, providing recommendations for a major redesign
Product Specialist
Freshworks technologies private limited
Chennai
04.2016 - 04.2019
- Specialized in supporting a large and diverse customer base using Freshdesk, providing end-to-end assistance on product workflows, configurations, and setup-related queries
- Actively troubleshoot complex customer issues by identifying root causes, reproducing scenarios, and providing timely solutions aligned with business use cases
- Created and maintained solution articles and internal knowledge base content to empower support agents and end-users with deeper product understanding and self-service resources
Analyst
HCL Tech
Chennai
03.2015 - 03.2016
- Monitored alerts related to server and application performance to ensure system uptime and stability
- Managed incidents end-to-end, including logging, prioritizing, and coordinating resolutions within defined SLAs
- Handled inbound calls from clients and vendors, providing timely support and facilitating issue resolution
Technical Support Engineer
CSS CORP
Chennai
04.2014 - 12.2014
- Provided technical and physical support for a wide range of Belkin network-related issues, ensuring prompt resolution and improved device performance
- Handled inbound calls from U.S. customers, delivering real-time troubleshooting with a strong focus on first-call resolution
- Consistently maintained a CSAT score of 90%+, earning recognition for delivering exceptional customer service
Education
B.Tech (Information Technology) - Information Technology
SNS College of Technology,Coimbatore
Coimbatore04-2014
Higher Secondary -
Vidhya Vikas Girls Higher Secondary School
Namakal03-2010
Secondary School -
Riverside Public School,Kotagiri
Kotagiri02-2008
Skills
- Customer Support Leadership: Escalation handling, critical issue resolution, SLA adherence (CSAT, CES), outage/RCA communication
- Strategic and Operational Excellence: KPI tracking, support workflow optimization, lifecycle mapping (L1/L2), RCA, and preventive actions, process automation, and VoC insights
- People management: team coaching, performance reviews, shift/resource planning, hiring and onboarding, team huddles, business reviews, and change management
- Cross-functional collaboration: Strong alignment with Product, TAMs, Engineering, QA, and BI teams to drive customer-centric improvements
- Tools and Platforms: Freshdesk, Freshservice
- SaaS Domain Expertise: Understanding customer journeys in a subscription model, recurring support needs, churn signals, and customer success alignment
Timeline
Manager - Customer Support
Freshworks technologies private limited
05.2021 - Current
Enterprise Technical Account Manager
Freshworks technologies private limited
05.2019 - 04.2021
Product Specialist
Freshworks technologies private limited
04.2016 - 04.2019
Analyst
HCL Tech
03.2015 - 03.2016
Technical Support Engineer
CSS CORP
04.2014 - 12.2014
B.Tech (Information Technology) - Information Technology
SNS College of Technology,Coimbatore
Higher Secondary -
Vidhya Vikas Girls Higher Secondary School
Secondary School -
Riverside Public School,Kotagiri
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