Mona Kundi

Manage post-sales relationships with B2B SaaS customers, serving as a trusted technical advisor and primary point of contact for complex technical issues via chat, tickets and phone calls. Maintained SLA compliance above 98% while supporting 100+ MSP B2B customer accounts.

Led implementation and deployment of B2B SaaS solutions for enterprise customers across Windows and Linux environments, ensuring successful onboarding and adoption. Conducted business and technical discovery sessions to assess customer requirements and design tailored solutions.

Provided technical expertise on high-priority escalation emails and calls using Salesforce ticketing software, alongside creating well-documented JIRA tickets with steps to reproduce the issue. Configured and troubleshot the full SaaS cloud-based suite of products including ARC and PayPort.

Implemented e-commerce SaaS solutions on Shopify platforms for merchants and addressed front-end application challenges, utilizing JavaScript, jQuery, AJAX, and Liquid. Reduced customer inquiries by 15% by optimizing user experience and expanding self-service knowledge base resources.

Maintained a high level of professionalism with clients and worked to establish a positive rapport with every caller, assisting with orders, refunds, and complaints via phone and emails. Answered incoming customer calls regarding billing issues, service questions, and general client concerns via Zendesk platform.

Pursued a Bachelor's degree in Computer Applications, gaining foundational knowledge in computing and software development.