About Me
Customer-focused support professional with 5+ years of experience across customer support, technical troubleshooting, operations management, and customer experience. Skilled in handling escalations, resolving complex customer issues, and improving support processes to deliver high-quality customer satisfaction outcomes. Experienced in collaborating with cross-functional teams including product, engineering, and operations to ensure smooth issue resolution and continuous service improvement. Strong analytical and technical background with hands-on experience in SQL, Python, Grafana, and workflow automation to enhance support efficiency and customer experience.
Experience
Team Leader – Central Coordination
2019 – 2024Country Delight
- Led a 20+ member support and operations team focused on delivering seamless customer experience and timely issue resolution
- Managed end-to-end customer support operations, handling escalations and improving resolution turnaround time
- Collaborated with product and engineering teams to troubleshoot operational and system-level issues
- Acted as a key liaison between operations, customer support, and tech teams to streamline communication and execution
- Analyzed operational and customer data using Excel/SQL to identify bottlenecks and drive process improvements
- Introduced structured reporting and dashboards to monitor performance metrics and team productivity
- Supported process automation initiatives and workflow improvements to reduce manual effort and errors
- Planned and executed social media and customer engagement campaigns to enhance brand presence
- Monitored customer feedback across channels and implemented actionable improvements to service quality
Technical Support Specialist
2025 – 2026Enpass
- Delivered technical support to a global user base across Windows, macOS, Android, and iOS platforms
- Diagnosed and resolved complex issues related to data synchronization, migrations, and account configurations
- Maintained high-resolution rates while managing customer queries via email and ticketing systems
- Collaborated closely with product and engineering teams to identify bugs, escalate critical issues, and improve product reliability
- Authored and optimized knowledge base articles, reducing repetitive support queries and improving self-service adoption
- Designed and built analytics dashboards (SQL, Grafana) to track support performance and user behavior
- Integrated HubSpot workflows to streamline customer lifecycle management and support revenue growth
- Utilized Python and SQL for data analysis, automation, and internal tooling to enhance support efficiency