Headline

Customer Support & Operations Lead | SLA, CSAT & KPI Management | Salesforce CRM | Team Leadership | Process Improvement

About

I'm a Customer Support & Operations Leader with 6+ years of experience driving frontline team performance, service delivery governance, and operational excellence in fast-paced EdTech environments. At Focus Edumatics (FEV Tutor), I led a team of 10+ support specialists, managed high-volume operations supporting 5,000+ students daily, and delivered measurable improvements across every key metric — CSAT up 15%, turnaround time reduced 20%, and SLA adherence consistently maintained. What I'm known for: Team Leadership & Coaching — structured performance management, targeted coaching plans, and skill development frameworks that raise team productivity Support Operations Excellence — end-to-end ownership of ticket management, escalation handling, queue prioritisation, and SLA compliance CRM & Workflow Optimisation — Salesforce CRM implementation, Freshdesk administration, and process redesign that improved case visibility and resolution efficiency Quality & Data-Driven Decisions — quality audits aligned to CSAT, FRT, and AHT targets; dashboards and reports that translate data into action Cross-Functional Collaboration — working closely with QA, product, and engineering teams to convert customer pain into process and product improvements Implementation & Onboarding — led school launch projects coordinating students, parents, teachers, and administrators across tight timelines Core Expertise: Customer Support Operations • Team Leadership & Staff Development • SLA / CSAT / AHT / FCR Management • Salesforce CRM & Freshdesk • Process Improvement & Workflow Optimisation • Quality Assurance • Escalation Handling • Operational Reporting & Dashboards • Cross-Functional Collaboration Based in Bengaluru — available for discussions on Customer Support Leadership, Service Delivery Management, CRM Operations, and Team Lead / Manager roles.

Location

Bengaluru

Work experience

Customer Support Team Lead at FEV Tutor, May 2022 - Jan 2025 · 2 yrs 9 mos, Led a team of 10+ support executives, managing daily operations, performance, and quality metrics Oversaw the launch and integration of Salesforce CRM and new support process flows, improving case handling efficiency and data visibility Designed and implemented process flowcharts to streamline workflows and reduce redundant steps Conducted quality audits and analysis to ensure adherence to CSAT,FRT, SLA, and AHT and KPIs Provided actionable feedback and coaching based on quality metrics and customer feedback trends Collaborated with QA, MISQC, and cross-functional teams to align processes and enhance customer experience Monitored team performance, conducted one-on-ones, and drove continuous improvement initiatives Created reports using MS Excel, Caspio, and GSuite tools for stakeholder updates and executive dashboards

Scheduling Project Team Lead – School Launch & Scheduling Project at FEV Tutor, Apr 2021 - Apr 2022 · 1 yr 1 mo, Successfully led and executed multiple school onboarding and scheduling projects across regions Coordinated with key stakeholders, including students, parents, teachers, school and district admins, ensuring seamless communication and timely updates Drafted and sent confirmation emails with login credentials and instructional materials, improving onboarding clarity and reducing support queries Ensured project milestones and deadlines were consistently met

Scheduling Project Associate at FEV Tutor, May 2020 - Apr 2021 · 1 yr, Managed end-to-end scheduling operations for over 1,000 students daily, ensuring accuracy and timeliness Collected and processed scheduling data submitted via Google Forms by Customer Success Managers (CSMs) Collaborated with multiple internal teams to align schedules and coordinate resource availability Maintained operational continuity during high-volume periods before project transition to a different department

Education

Max Muller High School - India