Sneha Jyothy
Bangalore
Summary
Customer-focused professional with 3.5+ years in technical support and customer success, skilled in resolving end-to-end issues via email, chat, and video with 95% SLA compliance. Experienced in onboarding 50+ client accounts, delivering product demos, and creating documentation that reduced tickets by 15%. Strong in CRM systems and cross-functional collaboration with Product & Engineering teams to drive adoption and customer satisfaction.
Overview
4
4
years of professional experience
Work History
Technical Support Engineer
Onextel Limited
Bangalore
05.2024 - Current
- Maintained a high level of product knowledge across SMS, Voice, WhatsApp, and RCS platforms to deliver accurate solutions to both clients and colleagues.
- Took end-to-end ownership of customer issues, resolving 5,000+ support tickets with 95% SLA compliance.
- Responded promptly to customer queries via email, chat, and video conferencing, ensuring clear and professional communication.
- Conducted 20+ product demos and onboarded 50+ client accounts, accelerating go-live timelines and adoption rates.
- Created and updated API documentation, integration guides, and user manuals, reducing repeat queries and ticket volume by 15%.
- Gathered customer feedback and collaborated with Product & Engineering teams to enhance onboarding flows and usability.
- Delivered 20+ training sessions for new hires and internal teams, improving readiness and consistency
Customer Success Executive
Tydy
Bangalore
06.2023 - 01.2024
- Handled customer inquiries within SLA timelines, maintaining a 92%+ customer satisfaction rating.
- Led monthly governance calls with clients, addressing product concerns and building stronger relationships.
- Created client-facing reports for high-value accounts, highlighting key success metrics.
- Developed knowledge base articles and templates, improving response times and reducing repeat issues.
- Designed product workflow flowcharts to improve client understanding and alignment.
HR Analyst
Capgemini
Bangalore
08.2021 - 12.2022
- Managed end-to-end recruitment cycles for three major business units, reducing time-to-hire by 15%.
- Conducted 35+ hiring drives and successfully met recruitment targets.
- Collaborated with hiring managers to align recruitment needs with staffing goals.
- Negotiated offers balancing company budgets and candidate expectations.
- Organized interview timelines and onboarding activities for seamless candidate experience.
Education
Bachelors in Commerce - Banking And Finance
Jain University
Bangalore01.2021
Skills
- Customer Support & Success: SLA management, customer satisfaction, client onboarding, incident management, issue ownership
- Product Knowledge & Delivery: Product demos, documentation, API/integration support, training delivery
- Collaboration & Improvement: Cross-team coordination (Product/Engineering), process design, workflow optimization
- Tools & Systems: Zoho, Clevertap, WebEngage, MoEngage, Leadsquared, ClickUp, Jira, Github
Timeline
Technical Support Engineer
Onextel Limited
05.2024 - Current
Customer Success Executive
Tydy
06.2023 - 01.2024
HR Analyst
Capgemini
08.2021 - 12.2022
Bachelors in Commerce - Banking And Finance
Jain University