Headline

Team Leader | SaaS Operations | Team Management | Product Training | Process Improvement

About

Results-driven Team Leader with 5+ years of experience in SaaS Operations, Customer Success, Product Training, and Retail Management. Currently working at petpooja, leading a team of 10–15 members across Rajasthan and managing end-to-end operations including onboarding, escalations, and customer retention. Experienced in handling customer lifecycle management, team performance tracking, SLA adherence, and cross-functional collaboration with Sales and Support teams. Skilled in: • Customer Success & Escalation Handling • SaaS Product Training • Team Management & KPI Tracking • Process Improvement • LeadSquared, Zoho & MS Excel 🏆 Awarded for Customer Satisfaction Excellence & Highest Retention.

Location

Jaipur

Work experience

Team Lead- Merchant trainer & tech support at Petpooja, Apr 2024 - Present · 2 yrs 3 mos, On-site, - Leading a team of 10–15 members and managing daily operations across Rajasthan region - Handling end-to-end customer lifecycle including onboarding, training, escalation management, and retention - Acting as the primary point of contact for critical customer issues and ensuring timely resolution - Managing ticket assignment, workload distribution, team schedules, and daily planning activities - Monitoring KPIs such as SLA adherence, ticket resolution time, team productivity, and customer satisfaction - Conducting daily team meetings, training sessions, evaluations, and performance reviews - Collaborating with Sales, Support, and Management teams to improve onboarding and operational efficiency - Implementing process improvements and ensuring smooth execution of operational workflows - Managing customer escalations effectively and converting negative customer experiences into positive outcomes - Working on LeadSquared, Zoho, and MS Excel for reporting, ticket management, and operational tracking

Senior Merchant trainer at Petpooja, Apr 2023 - Mar 2024 · 1 yr, On-site, - Supervised and guided a team of 5–10 trainers to ensure smooth training operations and quality delivery - Conducted online and on-site product training sessions for merchants across India - Managed customer onboarding and ensured smooth implementation of POS and retail software solutions - Resolved customer escalations and provided quick support for operational and technical queries - Coordinated with Sales and Support teams to ensure seamless client handover and onboarding experience - Assisted team members in handling complex customer issues and improving training quality - Maintained training reports, performance tracking, and daily operational updates - Delivered training on billing software, inventory management, HRMS, payroll, and retail operations - Worked on tools like LeadSquared, Zoho, and MS Excel for reporting, ticket handling, and coordination

Merchant trainer & tech support executive at Petpooja, Jan 2021 - Mar 2023 · 2 yrs 3 mos, Jaipur, Rajasthan, India, - Conducted product training sessions for merchants through virtual meetings, calls, and on-site visits across multiple locations - Managed customer onboarding and ensured smooth implementation of POS and retail software solutions - Handled customer queries and ticket-based support through Zoho and email coordination - Provided training on billing software, inventory management, reporting, HRMS, payroll, and retail operations - Assisted merchants with software setup, hardware configuration, barcode printer setup, and networking support - Coordinated with customers to schedule training sessions and ensure successful onboarding experience - Maintained SLA compliance and ensured timely issue resolution with high customer satisfaction - Collaborated with internal teams for smooth execution of merchant onboarding and operational support - Managed multiple virtual training sessions and client interactions across India

Store Manager at The Waffle Co.- TWC, Dec 2019 - Dec 2020 · 1 yr 1 mo, Delhi, India, - Managed end-to-end store operations including staff supervision, inventory management, and customer service - Led daily store activities ensuring smooth operations, proper shift planning, and service quality - Handled billing operations, daily sales reporting, cash management, and vendor coordination - Managed inventory levels and reduced operational issues through proper stock monitoring - Supervised team members, assigned responsibilities, and ensured efficient workflow management - Resolved customer complaints effectively and maintained high customer satisfaction standards - Improved store performance through better customer experience and operational coordination - Ensured cleanliness, operational discipline, and adherence to company standards

Business Development Executive at TRIUMPH ORGANIZATION, Jan 2019 - Nov 2019 · 11 mos, Jaipur, Rajasthan, India, - Managed direct sales and marketing activities including lead generation, client interaction, and product promotion - Built and maintained strong customer relationships through effective communication and follow-ups - Identified customer requirements and provided suitable solutions to improve conversion rates - Conducted field sales activities and supported business development initiatives - Consistently achieved assigned sales targets through negotiation and customer engagement skills - Coordinated with internal teams to ensure smooth customer onboarding and service delivery - Gained hands-on experience in customer psychology, objection handling, and relationship management - Maintained sales reports and tracked daily activities to improve performance and productivity

Education

Bachelor of Commerce, Veer Narmad South Gujarat University (VNSGU), Surat