Geetha Shetty
@geethashetty
Customer support and SaaS operations leader at Cloud Software Group who led global licensing support and a team of 15.
IndiaWhat I'm looking for
At Cloud Software Group, I led global licensing and customer success operations, managing a team of 15 Licensing Support Engineers across 24x7 support operations.
I drove service quality through coaching, audits, and performance scorecards, and shared operational insights in MBRs, QBRs, and executive reporting.
As a Senior Customer Service Executive – Licensing, I resolved high-priority escalations with a 90% closure rate within 24 hours and supported complex investigations using Citrix Cloud.
Earlier, I provided licensing support across APAC, EMEA, and the Americas, achieving 95% CSAT. I’m now preparing for my next opportunity in Customer Support, SaaS Operations, or Enterprise Applications.
Experience
Work history, roles, and key accomplishments
Led a team of 15 Licensing Support Engineers and managed 24x7 global support operations, ensuring SLA compliance and driving service excellence through quality audits and coaching. Delivered operational insights through MBRs, QBRs, and executive reporting.
Resolved high-priority licensing escalations with a 90% closure rate within 24 hours and managed centralized licensing operations in Citrix Cloud. Improved support efficiency by 20% through knowledge base development and process improvement.
Provided licensing support across APAC, EMEA, and the Americas, consistently achieving 95% CSAT. Installed, configured, and troubleshot licensing infrastructure for Citrix solutions.
Education
Degrees, certifications, and relevant coursework
East Point College of Engineering for Women
Bachelor of Engineering, Electronics & Communication
Bachelor of Engineering in Electronics & Communication from East Point College of Engineering for Women, completed in 2013.
SCT Polytechnic
Diploma, Electronics & Communication
Diploma in Electronics & Communication from SCT Polytechnic, completed in 2010.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Social media
Job categories
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