Suvetha Somasundaram

• Provided technical support for Twilio's cloud communication platform, resolving customer issues effectively.

• I handle billing-related cases from a variety of customers, including individual developers and major brands (SendGrid and Segment). This involves troubleshooting billing issues, identifying and addressing bugs, and assisting customers with debugging their code.

• Process Improvement: I have been involved in multiple projects aimed at improving the efficiency and reliability of the support team. This includes initiatives like improving Service Level Agreements (SLAs) during cross functional collabroration and creating knowledge articles to streamline information access for the team.

• Cross-Functional Collaboration: I work closely with various internal teams, including engineering and operations. Providing data and insights to these teams helps improve the reliability and resilience of Twilio's systems and operations.

• DSAT Analysis: I co-founded a project focused on analysing and addressing DSAT (dissatisfaction) issues, which resulted in a significant reduction of DSAT incidents by over 80%. This indicates my ability to drive positive changes in customer satisfaction.

Key Contributions & Achievements:

• Developed and implemented new processes to enhance team efficiency and streamline workflow across support operations during CRM modernization.

• Achieved a 30% reduction in Customer Dissatisfaction Score through process improvements and proactive support strategies.

• Collaborating cross-functionally (email, voice) to identify and resolve technical issues affecting the customer experience.

• Trained new team members with onboarding and buddy them with support processes, fostering knowledge sharing within the team.

• Maintained a Customer Satisfaction Score (CSAT) of 4.5 (out of 5) and consistently met SLAs above 95%.

• Troubleshot, debugged, and validated reported issues on the Billing and Email platforms (Twilio, SendGrid)using tools like JIRA, Zendesk, Salesforce, Zuora, and Stripe.