About
Highly accomplished Technical Account Manager with over 8 years of experience in customer success, technical support, and account management, specializing in high-value client accounts ($10M-$20M MRR). Proven leader in driving process improvements, achieving 95%+ customer satisfaction, and leveraging data-driven insights with SQL, Power BI, and JIRA to foster client partnerships and mentor teams. Passionate about operational excellence and business growth, I am adept at translating complex technical concepts into strategic solutions that deliver exceptional service and measurable results.
Work
Toronto, ON, Canada
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Summary
Currently contributing to manufacturing operations at Interbake Canada, focusing on optimizing production efficiency, upholding stringent quality standards, and ensuring a safe work environment.
Highlights
Optimized production efficiency through expert scheduling, line changes, and precision machinery adjustments.
Maintained 100% compliance with Interbake Canada Quality Systems by meticulously reviewing and maintaining critical quality and food safety documentation.
Trained new staff and temporary personnel on Quality, Safety, HACCP, GMP, and SOP standards, ensuring operational excellence and adherence to industry best practices.
Managed and executed comprehensive sanitation programs and audits, consistently achieving regulatory compliance and high safety standards.
Promoted a safe workplace culture, supporting "Zero tolerance of injuries" by proactively reporting unsafe conditions and completing accident documentation.
Bangalore, KA, India
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Summary
Led a high-performing technical support team for Sinch's CREDENCE solutions, ensuring exceptional customer satisfaction and driving significant account growth and operational efficiency.
Highlights
Achieved and maintained 95% customer satisfaction by leading a high-performing technical support team, resolving escalations, and implementing actionable client communication plans.
Drove operational excellence by optimizing JIRA support tickets and introducing process innovations, reducing product feature deployment time by 30% through cross-functional collaboration.
Spearheaded account growth and client retention for high-value accounts ($10M-$20M MRR), providing 24/7 strategic guidance and leveraging the Sinch product suite.
Served as primary client liaison, collaborating with development teams to address software flaws and fulfill customer-requested features, facilitating new client onboarding with product demonstrations.
Mentored the L1 support team, fostering skill development and driving a 40% increase in annual revenue growth through strategic account management and relationship-building.
Mumbai, MH, India
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Summary
Managed SME operations analytics, focusing on customer escalation resolution, data visualization, and process optimization to enhance business performance and data reliability.
Highlights
Managed customer escalations, ensuring timely communication and efficient resolution of issues to maintain service levels.
Enhanced reporting capabilities and data visualization projects utilizing SQL, Excel, and Power BI.
Improved customer satisfaction by 10% through proactive issue analysis and resolution, significantly reducing monthly complaints.
Collaborated with the finance team to ensure accurate monthly revenue booking and prevent over 5% monthly revenue leakage.
Delivered actionable insights and optimized business processes by collaborating with cross-functional teams.
Streamlined operations and enhanced data reliability through the implementation of automated reporting structures.
Awards
High-Flyer Award
Awarded By
TATA Tele-services Ltd.
Received two times for consistent high performance and significant contributions.
On the Spot Award
Awarded By
TATA Tele-services Ltd.
Received three times for exceptional performance and immediate impact.
Got Rock Star Award
Awarded By
One97 Communications Ltd.
Awarded for extra efforts and outstanding contributions.
Languages
English
Certificates
Skills
Data & Analytics
SQL, Power BI, SAS, Excel, Data Visualization, Complex Dataset Handling, Business Analytics.
Project Management & Collaboration
Jira, Confluence, Zendesk, Google Smart Sheet, SharePoint, MS Project, Project Planning, Escalation Management, Release Management, Stakeholder Engagement, Vendor Management, Product Knowledge.
Communication & Leadership
Leadership, Team Collaboration, Client/Customer Front-facing.
Business Acumen
Applied Math, Computer Skills, Customer Support.