Headline

Global Operations | Customer Success Manager | Customer Retention | Customer Onboarding | Stakeholder Management | Product Adoption | CRM | NetSuite | Excel | Salesforce | Zendesk | Freshdesk | NA-EMEA-APAC-CALA

About

As a Global Operations Specialist at Cambium Networks, I focus on product ownership, backlog management, and cross-functional collaboration to drive operational success. With a BTech in Mechanical Engineering from the Vidya Academy of Science and Technology, I leverage a strong analytical foundation to support agile delivery and enhance customer experience. I bring expertise from diverse roles, including customer success and community operations, to prioritize customer needs and streamline processes. My background includes generating quality reports, training team members, and exploring opportunities to exceed customer expectations. Motivated by customer-centric innovation, I aim to enhance product quality and operational efficiency.

Location

Bengaluru

AI stack

claude code

gemini

meta

openai

perplexity

ChatGPT

Work experience

Global Operations Specialist at Cambium Networks, Sep 2023 - Present · 3 yrs 1 mo, Kochi, Kerala, India, Post-sale ownership of enterprise, distributor, and channel-partner accounts for a global wireless networking vendor. Serve as primary post-sale point of contact for a portfolio of 150+ distributor and enterprise accounts, owning the relationship from onboarding through renewal-critical support across installation, configuration, performance, and maintenance issues. Sustain 92% CSAT across an average of 60+ customer interactions per week via phone, email, and CRM channels, consistently resolving escalations within agreed TAT. Own the full subscription and license lifecycle — activation, revocation, warranty activation, and warranty extension — for the partner base, protecting recurring revenue and preventing service interruption at renewal. Diagnose subscription sync discrepancies by querying the customer database in SQL to validate entitlement levels, then correcting records in CRM — a root-cause approach that reduced repeat subscription-mismatch escalations by ~30%. Coordinate the RMA process for faulty units with supply chain and engineering, handling ~40 units per month and meeting replacement turnaround SLA on 95% of cases. Allocate daily workload and shift coverage across a team of 6, maintaining seamless weekend and out-of-hours coverage aligned to global customer demand. Partner with engineering and product to escalate complex defects and feed recurring customer pain points into the product roadmap and knowledge base. Maintain rigorous CRM documentation of every interaction and resolution, improving handover quality and account history for the wider commercial team.

Customer Success Specialist at Ugrocol solutions PVT LTD, Mar 2021 - Sep 2023 · 2 yrs 7 mos, Assisting traders with trading issues, foreign exchange concerns, symbols, and trading times. Coordinating with a team of 10-15 people, following up, and generating quality/CSAT reports. Generating customer satisfaction reports on a weekly and monthly basis. Training new joiners and monitoring their progress in upgrading their skills. Participating in meetings to explore opportunities to increase order volume and exceed customer service expectations, and performing other duties as assigned by management.

Community Operational Specialist at Dunzo Digital Pvt. Ltd, Aug 2019 - Mar 2021 · 1 yr 8 mos, Bengaluru, Karnataka, India, High-volume consumer operations for a leading Indian on-demand delivery platform. Resolved an average of 80+ customer interactions per day across chat, email, and voice in a high-pressure environment, maintaining ~90% first-contact resolution. Applied crisis management techniques during service disruptions and peak-demand events, delivering corrective solutions that protected customer satisfaction during outages. Built strong working relationships with the field operations team, closing the loop between customer-reported issues and on-ground fixes to improve delivery reliability. Assisted management in creating processes, procedures, and policies subsequently adopted across the support organisation. Analysed customer information to identify underlying issues and develop repeatable solutions rather than one-off fixes.

Project Engineer at Hailstone Innovations Pvt. Ltd, Jan 2017 - Jul 2019 · 2 yrs 7 mos, Thrissur, Kerala, India, ● Track project progress and report team hours and expenses every week. ● Ensure the project documents are complete, current, and stored properly. ● Ensure any deliverables are of high standards and signed off by the senior project manager before passing them to the client. ● Manage day-to-day operational aspects of project delivery. ● Determine the needs of the company regarding machinery and suppliers necessary for safe operation and adjust inventory accordingly. ● Research and meet with potential suppliers to compare product prices, and lease terms and make the best decision for the company. ● Negotiate sales agreements with selected vendors to get the best value, and periodically revisit and negotiate contracts for the duration of the business relationship. ● Arranging periodic site visits for inspection of supplied equipment and service. ● Coordinating with customers and suppliers to ensure timely delivery and payments and ensure customer satisfaction. ● Guided customers with payments; resolving their queries by explaining to them various payment arrangements.

Education

Bachelor of Technology - BTech, Mechanical Engineering, Vidya Academy of Science and Technology

Master's Degree, Mechanical Engineering, Sree Rama Government Polytechnic College