Open to opportunities

Lakshmi Menon

@lakshmimenon

Message

Customer success and operations lead delivering measurable improvements in retention.

Canada

Message

What I'm looking for

I seek a customer-facing operations role where I can lead support teams, optimize CRM workflows, improve retention, and use data-driven processes to scale excellent client experiences.

I am a customer service and operations professional with over five years of experience managing high-volume client interactions across phone, email, and live chat channels. I have led teams, implemented outbound retention programs, and reduced complaint resolution time by 30% while maintaining 99% documentation accuracy using tools such as Zendesk, Freshdesk, Outlook, and Microsoft Teams.

I excel at escalation handling, process documentation, training, and cross-functional collaboration, and I consistently drive improvements in response efficiency, first-contact resolution, and client retention. I hold a Master of Arts and multiple professional certificates, and I apply data-driven reporting and CRM workflows to deliver predictable, high-quality customer outcomes.

Experience

Work history, roles, and key accomplishments

Client Success Lead

StudyPlus Ltd

Jul 2022 - Apr 2025 (2 years 9 months)

Led a 10-member support team handling 150+ weekly escalations, reducing complaint resolution time by 30% and boosting client retention by 20% through proactive outreach and process improvements.

Zendesk Freshdesk CRM Escalations SLA Management Microsoft Teams Outlook Customer Retention

Customer Service Specialist

StudyPlus Ltd

Sep 2019 - Jul 2022 (2 years 10 months)

Provided inbound multi-channel support managing 50–70 daily inquiries, achieved 95% first-contact resolution and maintained 99% accuracy across 10,000+ documented customer interaction records.

CRM Live Chat First Contact Resolutions Excel Cross Functional Collaboration