Looking for a job

Nancy vinisha

@nancyvinisha

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I improve SaaS customer activation through technical support, product adoption, and CRM workflows.

India

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What I'm looking for

I'm looking to help SaaS teams improve customer activation, product adoption, and customer experience through technical support, CRM workflows, cross-functional collaboration, and customer feedback.

At Freshworks, I support more than 100 trial and early-stage customers each month through chat and phone, helping them understand product capabilities and move toward activation.

I work across Freshdesk, Freshchat, Freshcaller, Freshsales, Freshservice, and Salesforce CRM to resolve issues, maintain accurate customer records, and enable timely follow-ups. I also partner with Support, CSM, Product, and Engineering teams to surface feedback, improve workflows, and create a consistent customer experience.

Previously at Standard Chartered, I supported customers across banking accounts, cards, and loans while maintaining confidentiality, compliance, and reliable case follow-through.

I'm also building an AI-driven inbound call automation workflow using Freshcaller and CRM integrations to streamline triage, qualify leads, automate CRM updates, and improve response times.

Experience

Work history, roles, and key accomplishments

Customer Specialist

Freshworks

Aug 2024 - May 2026 (1 year 9 months)

Improved conversion by identifying workflow gaps and facilitating clearer feature understanding, enabling smoother AE handoffs and increasing customer activation rates. Acted as a cross-functional liaison between Support, CSM, and Product teams to resolve customer issues and streamline workflows.