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akanksha bhatt

@akankshabhatt

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I resolve B2B SaaS customer issues, accelerate onboarding, and improve support workflows for global clients.

India

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What I'm looking for

I'm looking for a fast-paced, remote-first global SaaS role where I can own customer issues, improve support workflows, and help clients adopt products successfully.

At Amazon, I supported US-based B2B SaaS clients remotely across phone, chat, email, and scheduled meetings, serving as their first point of contact for onboarding, platform setup, and technical issues.

I managed high-volume ticket queues, stakeholder escalations, and complex issue resolution while maintaining detailed case records in Zendesk and Zoho CRM. I coordinated with internal teams, documented recurring customer pain points, and created help articles and product tutorial videos to strengthen self-service adoption.

I led a billing-discrepancy workflow improvement that reduced resolution turnaround by 47%, from a 15-minute SLA to 8 minutes, while maintaining 80%+ customer satisfaction. I'm motivated by fast-paced, remote-first SaaS environments where clear communication, ownership, and product curiosity help customers succeed.

Experience

Work history, roles, and key accomplishments

Customer Success & Support

Amazon

Jun 2024 - Feb 2026 (1 year 8 months)

Managed a high-volume portfolio of US-based client accounts within a B2B SaaS platform, serving as first point of contact across phone, chat, email, and meetings. Led a billing discrepancy improvement initiative that achieved a 47% faster resolution turnaround while maintaining 80%+ customer satisfaction.