Always approachable for any issues with the SaaS based software.Implemented extensive triaging process for Synup support team and created L1 & L2 process SOP’s.Implemented Customer support process by introducing SLA’s, Satisfaction survey, post call rating and proactive touch base with new clientele Worked as a stand in Customer Success Manager in absence of CSM’s to take care of Indian book of business for a short time, currently handling a small BoB as well.Interacted daily with Engineering & product to provide client feedback regarding the product & how to enhance it the best way possible to provide users best & seamless experience. Trained Support & CSM personnel regarding the product and process in Synup.

Providing Voice & Email support to B2B & B2C clients.Proactively getting in touch with clients & going an extra mile to resolve their issues which helped in Customer satisfaction & Retention to the brand and in turn was able to increase NPS score and establish a benchmark.Handling AHT, Headcount, breaks and escalations to achieve the specified targets at the least or better results.Working with Sourcing, Marketing, Logistics departments personally to provide client feedback regarding the products.