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
07.2014 - 05.2018
High School Degree -
Kendriya Vidyalaya No.1, AFS Tambaram
07.2012 - 05.2014
Skills
Customer Service & Support
Escalation Management
Leadership & Team Building
IT Service Management
Service-Level Agreements (SLA)
REST APIs
HTML, CSS and JQuery
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
07.2014 - 05.2018
High School Degree -
Kendriya Vidyalaya No.1, AFS Tambaram
07.2012 - 05.2014