Summary
Overview
Work History
Education
Skills
Timeline
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Sanofar A

Sanofar A

Lead - Customer Support
Chennai

Summary

Managing a team of 8 product support engineers for the ANZ region at Freshworks. 4+ years experience as a dedicated Technical Account Manager in SaaS apps handling high ARR clients in the EU/UK region. Won Employee of the Year 2021 award during CXG Global Conference at Freshworks.

Overview

6
6
years of professional experience
3
3
Languages

Work History

Lead - Customer Support

Freshworks
Chennai
10.2022 - Current
  • Best A Team award in Q2'2023 for excellent team metrics and 0 escalations
  • Strived towards promoting empowering work culture and streamlining day to day support operations to reduce escalations and improve customer satisfaction.
  • Analyzed daily trends and customer feedback to improve internal processes and tracking.


Technical Account Manager

Freshworks
Chennai
05.2021 - 09.2022
  • Won Employee of the Year - Global CXG Conference 2021
  • Awarded as Freshworks Engagement Champion - Q2, Q3, Q4 2021.
  • 20+ Enterprise Accounts with a portfolio of $204,690 MRR.
  • Involved in high-impact solution development, optimization, and scalability in a fast-paced environment.
  • Handled Social Support (Twitter, Facebook) and Freshworks Community Forums.

Product Specialist

Freshworks
Chennai
07.2019 - 04.2021
  • Specialized in Freshservice (ITSM system) & worked with IT admins to setup process flows for their IT teams including Onboarding/Offboarding and Asset Management.
  • Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements.
  • Worked on Bulk API scripting and HTML/CSS customization requests.

Product Support Engineer

LeadSquared
Bengaluru
01.2018 - 02.2019
  • Worked closely with Customer Success and Sales Teams to understand customer requirements & use cases and provided out of box solutions/workarounds.
  • Trained in SaaS model, apps, connectors, API and Web hooks and Lapps.
  • Supervised and trained interns in providing excellent customer service to callers requiring assistance for technical issues and sales/support related queries.

Education

B. TECH - Information & Telecommunication Engineering

SRM University
2014.07 - 2018.05

High School Degree -

Kendriya Vidyalaya No.1, AFS Tambaram
2012.07 - 2014.05

Skills

Customer Service & Support

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Timeline

Lead - Customer Support

Freshworks
10.2022 - Current

Technical Account Manager

Freshworks
05.2021 - 09.2022

Product Specialist

Freshworks
07.2019 - 04.2021

Product Support Engineer

LeadSquared
01.2018 - 02.2019

B. TECH - Information & Telecommunication Engineering

SRM University
2014.07 - 2018.05

High School Degree -

Kendriya Vidyalaya No.1, AFS Tambaram
2012.07 - 2014.05

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