Headline

Product AI chatbot | Customer Success Manager || Ex - Taboolar-Ad Tech Engineer | Lead quality and training Customer Support|| Lean Six Sigma certified green belt | Digital marketing | SQL & API specialist || HTML ||

About

Results-driven Application Support & Product Specialist with 6+ years of experience in enterprise SaaS, AdTech tracking, and customer operations. Skilled in L2/L3 support, incident management, RCA, and SLA monitoring, with proven success in reducing incidents by 30% and maintaining 95%+ SLA adherence. Experienced in Google Tag Manager, Pixel & S2S integrations, SQL validation, CRM tools, and campaign optimization. Strong background in team leadership, process improvement, and stakeholder collaboration. Open to opportunities in Application Support, Product Support, Customer Success, and Technical Account Management.

Location

Gurugram

AI stack

anthropic apis

claude code

claude

codex

gemini

lovable

Work experience

Account Manager at Kapture CX, Mar 2026 - Present · 8 mos, Bengaluru, Serve as the primary business and technical point of contact for 5 enterprise accounts, managing customer requirements, implementation priorities, escalations, dependencies, and post-launch support across concurrent workstreams.

Product Specialist at JLL Technologies, Jun 2025 - Dec 2025 · 7 mos, Remote

Product Support Specialist at JLL Technologies, Jun 2025 - Dec 2025 · 7 mos, Provided L2/L3 enterprise SaaS support for production and business-impacting issues, working within SLA commitments across a global customer base.

Building Zomato at Zomato, Jan 2025 - Jun 2025 · 6 mos, Gurugram, Worked on building Zomato operations by identifying CX pain points and improving quality checks. Supported customer retrieval and retention through analysis of customer feedback and issue resolution. Contributed to new initiatives including breakfast menu optimization based on customer reviews. Assisted in automating email handling to improve response efficiency and accuracy.

Product Specialist at Zomato India Pvt. Ltd., Jan 2025 - Jun 2025 · 6 mos, Led customer experience initiatives by identifying pain points, analysing feedback, and implementing quality and process improvements across customer-facing operations.

T1 Technical Support Engineer at Taboola, Jun 2024 - Mar 2025 · 10 mos, Gurugram, Haryana, India

Team Lead at Concentrix (CNX), Mar 2020 - Jun 2024 · 4 y 3 mo, Gurgaon

Collection Mana at GNX Group, Mar 2019 - Mar 2020 · 1 y, Delhi

Education

Graduate, It, Calcutta University, Kolkata

Bachelor's Degree, EDUCATION, Examination