Poonam Patil
Summary
With over 9+ years of professional experience in Technical Support and Customer Success, I am seeking a new and challenging position to leverage my existing skills while promoting career growth. I am a results-driven and motivated individual, passionate about mastering new technologies, and committed to achieving efficiency, persistence, and high-quality results.
As a Technical Customer Success professional in the SaaS industry, I excel in building customer loyalty and ensuring long-term client retention by presenting product information, addressing customer issues, and assisting the sales team with upsells and renewals. Known for my effective listening skills, I am dedicated to providing L1 and L2 technical support and resolving issues at the first touch. I possess a solid understanding of ITIL practices, Lean Six Sigma concepts, and AWS services, positioning me to deliver exceptional customer success outcomes in the SaaS environment.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Sr Tech Support and Customer Success
INKA Entworks Inc
02.2021 - Current
- Efficient Support: Provided L1 and L2 support, swiftly resolving issues to enhance satisfaction
- MTTR Reduction: Improved customer satisfaction by reducing MTTR for all incidents
- Rapid Incident Response: Ensured swift response to major incidents, active in incident bridges
- RCA Documents: Prepared detailed RCA documents for major incidents
- Recurring Issue Elimination: Addressed recurring issues, contributing to product roadmap
- Service Improvements: Identified and implemented service enhancements
- Incident, Problem, Change Management: Managed seamlessly
- Knowledge Base Management: Created articles, demos, FAQs for self-service
- Account Management: Oversaw 40+ accounts, ensuring quality service
- Customer Onboarding: Successfully onboarded new customers, ensuring a smooth transition and maximizing their satisfaction from day one
- Cross-Functional Collaboration: Worked closely with internal and external teams
- Proactive Sales Opportunities: Identified cross-selling and upselling chances
- Presales and Post-Sales Support: Managed queries, conducted demos, supported POCs
- Risk Mitigation: Implemented strategies to reduce churn.
Sr. Software Engineer
TECH MAHINDRA LTD
08.2010 - 04.2017
- Daily Health Checks: Conduct server health checks daily
- Issue Management: Take ownership of reported issues, providing timely updates
- Incident Monitoring: Monitor and resolve incidents within SLAs
- Major Incident Response: Participate in major incident resolution
- Root Cause Analysis (RCA): Prepare RCA documents for impactful incidents
- Continuous Improvement: Update CSIP, eliminate recurring issues
- Change Management: Track changes, problems, incidents, and service requests
- Reporting: Prepare and present highlight reports and dashboards
- Customer Satisfaction: Ensure timely response and problem resolution.
Education
M.TECH - Software Engineering
BITS, Pilani
01.2014
B.Sc - Computer Science
S.K Somaiya College, Mumbai University
01.2010
H.Sc -
K.J Somaiya College, Mumbai Board
01.2007
S.S.C -
Modern English School, Mumbai Board
01.2005
Skills
- Product Demonstration
- Onboarding
- Customer Training
- Relationship Building
- Upselling and Cross-Selling
- Customer Retention
- Customer Advocacy
- Feedback Collection
- Problem-Solving Abilities
- Account Management
- ITIL
- Incident Management
Customer-Facing Skills:
IT Service Management Skills
- Problem Management
- Change Management
- Reporting and Analysis
- Report Generation
- AWS (Amazon Web Services)
- Unix Shell Scripting
- HTML5
- JavaScript
- IT Troubleshooting
- Microsoft Office Suite
- Google Suite
Technical Skills :
General Skills :
Certification
- ITIL Foundation v3 and v4 Certification in IT Service Management.
- ITIL Practitioner Certification in IT Service Management.
- Streaming Media 101 by Streaming Media
- AWS Solution Architect Associate level
- Lean Six Sigma - Green Belt
- Lean Six Sigma - Black Belt
- Customer Success Fundamentals
Accomplishments
- Gained extensive knowledge in the Telecom and Content Security domains.
- Received Pat On Back Awards twice for exceptional performance.
- Earned numerous appreciations and eCards from customers between 2013 and 2017.
- Received multiple commendations from customers between 2021 and 2024.
Timeline
Sr Tech Support and Customer Success
INKA Entworks Inc
02.2021 - Current
Sr. Software Engineer
TECH MAHINDRA LTD
08.2010 - 04.2017
M.TECH - Software Engineering
BITS, Pilani
B.Sc - Computer Science
S.K Somaiya College, Mumbai University
H.Sc -
K.J Somaiya College, Mumbai Board
S.S.C -
Modern English School, Mumbai Board
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