Headline

Senior Customer Success Consultant | SaaS Platform Onboarding & Retention | AI-Augmented Support | Open to Opportunities

About

About 4 years in customer success has taught me one thing above everything else: the best support isn't just solving the problem in front of you — it's understanding what's actually breaking and fixing it permanently. I've spent that time onboarding enterprise clients onto complex platforms, managing high-stakes escalations, and making sure customers get real value from what they're using — not just a ticket closed. I work with high ownership, operate cross-functionally without losing the customer's perspective, and use AI tools daily to work smarter and faster. What I bring to the table: → Turning frustrated customers into loyal ones → Onboarding enterprise clients and getting them to value fast → Spotting churn before it happens — and fixing the system behind it → Using AI tools intelligently — certified in Generative AI & Prompt Engineering → Cross-functional collaboration without losing the customer's voice I'm currently exploring Customer Success Manager and Onboarding Manager roles at funded startups — preferably in B2B SaaS, fintech, or HR tech — where the work is meaningful and the standard is high. If you're building something customer-first and need someone who treats every interaction like it matters — let's connect.

Location

Bengaluru

AI stack

claude

elevenlabs

gemini

notion

perplexity

ChatGPT

Work experience

Senior Consultant Customer Support at IntouchCX, Mar 2024 - Present · 2 yrs 7 mos, Bengaluru, Karnataka, India, Senior-level customer support consultant managing complex client interactions, platform issue resolution, and cross-functional escalations for enterprise accounts across email and chat channels. Key contributions: • Managed high-volume customer support interactions across email and chat, delivering accurate and timely resolutions while maintaining strict SLA adherence • Served as the primary point of contact between clients and internal product, engineering, and operations teams — ensuring issues were escalated with the right context and resolved completely • Proactively identified at-risk accounts and intervened with tailored retention strategies — driving meaningful reduction in churn through early engagement rather than reactive damage control • Resolved complex technical and operational customer issues end-to-end — owning each case until genuinely closed, not just marked resolved • Identified recurring issue patterns and implemented process improvements that reduced complaint volume — fixing root causes rather than patching symptoms • Built and maintained internal knowledge base documentation — improving team response consistency and reducing resolution time across the board • Applied Generative AI and prompt engineering tools daily to streamline support workflows and increase output without compromising communication quality.

DBOR at Alorica, Feb 2022 - May 2023 · 1 yr 4 mos, Mohali district, India, Worked in a high-volume back office and non-voice customer support environment, handling data processing, query resolution, and process documentation across multiple client accounts. Key contributions: • Managed 200+ weekly customer queries across email and chat channels with consistently high resolution rates and accuracy • Maintained clean, accurate CRM records supporting team visibility and data integrity • Identified recurring issue patterns and contributed structured feedback to team leads — supporting process improvements that improved satisfaction outcomes • Updated and improved onboarding documentation — reducing new-hire ramp time and improving team response consistency.

Education

Bachelor of Technology - BTech, Electrical and Electronics Engineering, Punjab technical university