Headline

Customer Success Team Lead | Customer Experience & Contact Center Operations Leader | People Management | CSAT, SLA & Escalation Management | 8+ Years in SaaS & Customer Support

About

Customer Success and Customer Service Team Lead with 8+ years of experience leading high-performing teams across SaaS and customer support environments. My expertise lies in building customer-centric operations that balance exceptional customer experiences with measurable business outcomes. Throughout my career, I have successfully led teams, improved customer satisfaction, reduced churn, streamlined processes, and collaborated with cross-functional stakeholders to drive service excellence. Key achievements include: • Sustained CSAT above 90% across a portfolio of 100+ enterprise and SMB customers • Reduced customer churn by 15% through proactive health monitoring and risk mitigation • Improved resolution times by 30% through structured escalation frameworks • Reduced manual effort by 25% through process optimization and automation • Led and mentored customer success teams, driving continuous performance improvement and employee engagement Core strengths: ✔ Customer Success Leadership ✔ Team Management & Coaching ✔ Contact Center Operations ✔ Customer Retention & Growth ✔ SLA & KPI Management ✔ Escalation Management ✔ Process Improvement ✔ Cross-Functional Collaboration ✔ Customer Experience Strategy ✔ Performance Management I am passionate about developing people, creating high-performing teams, and delivering exceptional customer experiences that drive long-term business value. Open to leadership opportunities in Customer Success, Customer Experience, Customer Operations, Contact Center Management, and Service Delivery.

Location

India

Work experience

Customer Success Team Lead at Defmacro Software Pvt. Ltd. (Clear), Oct 2017 - Aug 2025 · 7 yrs 11 mos, Bengaluru, Karnataka, India, Led and developed a team of 6 Customer Success Executives through coaching, mentoring, performance reviews, and career development initiatives. Maintained customer satisfaction scores above 90% across a portfolio of 100+ enterprise and SMB accounts. Reduced customer churn by 15% through proactive customer health monitoring and structured intervention strategies. Improved average resolution time by 30% through escalation management frameworks and cross-functional collaboration. Designed onboarding and enablement programs that accelerated new hire productivity and improved service quality. Built dashboards and reporting mechanisms for KPI tracking, SLA adherence, customer health scores, and satisfaction trends. Implemented process improvements that reduced manual effort by 25% while supporting a 40% increase in customer volume. Partnered with Product, Sales, and Engineering teams to improve customer outcomes and product adoption.

Customer Relationship Management Executive at ZN Retail Pvt Ltd, Apr 2016 - Oct 2017 · 1 yr 7 mos, ● Handle 90+ calls daily, with duties including signing up new customers, retrieving customer data, presenting relevant product information, and canceling services. ● Trained new employees in how to use Freshdesk, admin tool, entering customer data and organizing customer interaction logs.

Senior Customer Support Executive at ZN Retail Pvt Ltd, Apr 2016 - Jul 2017 · 1 yr 4 mos, Managed high-volume customer support (80+ tickets/day) across email and voice channels while maintaining CSAT above 85%. Mentored junior team members on escalation handling and communication standards, contributing to a 10% improvement in team-wide satisfaction scores. Coordinated with logistics partners to resolve shipment and payment disputes, reducing average resolution time by 20% through improved escalation protocols.

Associate Team Lead at Champions Group, Jun 2010 - Jul 2015 · 5 yrs 2 mos, Bangalore

Associate Team Lead at Strategic Outsourcing Services, Jun 2010 - Apr 2015 · 4 yrs 11 mos, ● Building email lists as per client requirements from various sources available. ● Managing team member’s records, preparing consolidated performance reports and submitting to project leaders. ● Responsible for completion of projects before deadline.

Education

Associate's Degree, Computer Programming, Specific Applications, Bharath Education Society

High School Diploma, National High School