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Nandhini M

@nandhinim1

Customer adoption specialist at Zoho who turns Zoho Creator workflows into onboarding guides and self-service tutorials.

India

Message

At Zoho Corporation, I create onboarding tutorials, feature deployment guides, and knowledge base resources for Zoho Creator, helping business users get started with the platform. I also maintain a repository of customer-facing video walkthroughs and web documentation.

I work with Pre-Sales, Solutions, Support, Product Managers, and Developers to turn user bottlenecks and feedback into adoption resources and release documentation. Before Zoho, I handled urgent customer escalations at Pickyourtrail and used Freshchat CRM to maintain an average first-response SLA under 60 seconds.

Experience

Work history, roles, and key accomplishments

Current

Technical Writer – Customer Adoption & Enablement

Current

Zoho Corporation

Nov 2022 - Present (3 years 11 months)

Spearheaded customer enablement for Zoho Creator by authoring onboarding tutorials, feature guides, and knowledge base resources. Collaborated with Pre-Sales, Solutions, and Support teams to translate workflows into adoption assets and manage a global repository of video walkthroughs and documentation.

Zoho Creator Customer Onboarding Product Adoption Knowledge Base Technical Writer Video Tutorials Community Moderation Cross Functional Collaboration

Customer Experience Associate

Pickyourtrail

Sep 2021 - Nov 2022 (1 year 2 months)

Managed end-to-end, high-urgency client escalations across 6+ global travel destinations, ensuring seamless operational resolutions and positive customer sentiment. Maintained an average first-response time SLA under 60 seconds via Freshchat CRM and de-escalated complex travel disruptions by liaising with international partners.

Customer Escalation Freshchat SLA Management Conflict Resolution Customer Satisfaction Travel Operations

Education

Degrees, certifications, and relevant coursework

Thiagarajar College of Arts and Science

Bachelor of Commerce, Professional Accounting

2018 - 2021

Activities and societies: Facilitated financial literacy training for a 45-student cohort under a certified Bajaj Finserv programme; hosted and emceed a fresher orientation event for 200+ students.

Pursued a Bachelor of Commerce in Professional Accounting, gaining foundational financial literacy and risk-assessment skills.