Open to opportunities

Aamna Afreen

@aamnaafreen

Message

I’m a Customer Success Specialist improving SaaS onboarding, escalations, and SLAs.

India

Message

What I'm looking for

I’m looking for a fast-paced SaaS customer success role where I can own onboarding and escalations, triage high-volume cases, and drive measurable process improvements while maintaining 95%+ SLA and an empathetic guest/customer experience.

I’m a Customer Success Specialist with 2+ years of experience managing high-volume customer operations across chat, email, and CRM platforms. At Accenture for IHG Hotels & Resorts, I handled 50–70 daily interactions while consistently maintaining 95%+ SLA and quality compliance in a fast-paced global environment.

I serve as a primary point of contact for onboarding support, escalations, and operational issue resolution, triaging 100+ weekly customer cases and coordinating timely resolutions with cross-functional teams across APAC, EMEA, and North America. I also drive process improvement—reducing turnaround delays by 20%—and bring hospitality and guest-focused customer experience context, including vacation rental ecosystem support and Airbnb listing support.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Specialist

Current

Accenture

Aug 2024 - Present (1 year 10 months)

Managed 50–70 daily customer interactions across chat/email/CRM while maintaining 95%+ SLA and quality compliance. Triaged 100+ weekly cases, resolved onboarding and escalations, and helped reduce turnaround delays by 20% through process improvements and cross-functional coordination.

Customer Onboarding Customer Relationship Management SLA Management Escalation Handling Triage Salesforce Zendesk Intercom Jira Process Improvement

Education

Degrees, certifications, and relevant coursework

Amity University, Noida

Bachelor of Science, Information Technology

Grade: CGPA: 8.32

Activities and societies: Sales Management Intern, PepsiCo—coordinated with vendors/suppliers and regional stakeholders to optimize supply chain/account management. Software Engineering Intern, JP Morgan Chase—assisted in building software tools and data querying systems.

Earned a Bachelor of Science in Information Technology from Amity University, Noida, India (CGPA: 8.32). Completed internships in Sales Management (PepsiCo) and Software Engineering (JP Morgan Chase).