Abarna Thirumalai

Built and led a customer success and upselling team, increasing onboarding completion to 82% and improving renewals through customer health dashboards and proactive account management.

Led a 30+ associate customer success technology team, implemented escalation management and SOPs that raised customer retention to 32% and improved CSAT.

Trained 25+ associates per shift on product adoption, improved SLA achievement to 93.45% and increased renewal rates to 43% through process improvements and data-driven coaching.

Provided SaaS support for onboarding, billing and troubleshooting, consistently achieving top CSAT, productivity and FCR rankings over multiple months.

Provided technical chat support for Microsoft Office and Windows users, managing ~22 sessions daily and maintaining high customer satisfaction while progressing to a mentoring role.

Handled 50–60 customer enquiries daily across channels, contributed to knowledge base creation, and supported engagement initiatives that improved customer satisfaction.

Owned pre-contract activities and commercial documentation, prepared quotes and helped meet quarterly sales targets while streamlining operations to secure more client work.

Supported project execution by developing technical specifications, improving project documentation and supplier coordination to ensure timely delivery of materials.

Grade: 8.34/10

Completed a Bachelor's degree in Electrical and Electronics Engineering with a GPA of 8.34/10, focusing on core electrical and electronics coursework and project work.

Grade: 77%

Completed 12th Board education with a focus on higher secondary curriculum, achieving a percentage of 77%.

Grade: 89%

Completed 10th Board education, securing a percentage of 89% in the secondary school examinations.