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Prathamesh Iyer

@prathameshiyer

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Customer operations specialist optimizing SaaS support, onboarding, and process automation for better CSAT.

India

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What I'm looking for

I seek a mid-level SaaS role focused on customer operations or success where I can improve onboarding, automate workflows, and raise CSAT through cross-functional collaboration.

I am a Customer Operations and Support Specialist with 3+ years of experience delivering empathetic chat support and resolving technical issues in fast-paced SaaS environments.

I've driven measurable improvements in CSAT, SLA adherence and onboarding success by troubleshooting HubSpot and Zendesk workflows, creating knowledge base articles, and establishing structured feedback loops across Sales, RevOps, and Product.

At my current role I produced 60+ qualified opportunities monthly, achieved 100% CRM data accuracy, and improved discovery-to-demo conversion by 25% through optimization of AI-assisted outreach and automation workflows.

Previously, I improved first-contact resolution to 90%, raised CSAT to 95%, reduced resolution time by 35%, and increased retention by 28% year-over-year by implementing ticket triage, quality-control audits, and cross-functional collaboration.

Experience

Work history, roles, and key accomplishments

Current

Customer Operations Specialist

Current

FlowingDesk

Jun 2024 - Present (1 year 8 months)

Drove 60+ qualified opportunities monthly by implementing empathetic chat workflows and cross-functional alignment, improved CRM data accuracy to 100%, and increased discovery-to-demo conversion by 25% through automation optimizations.

HubSpot Chat Support Workflow Automation Customer Onboarding

Customer Success Manager

Cognizant

Mar 2021 - Jul 2024 (3 years 4 months)

Achieved 90% first-contact resolution and raised CSAT to 95% within 9 months by implementing ticket triage, troubleshooting with engineering, and maintaining knowledge resources across 50+ enterprise accounts.

Zendesk SLA Management Troubleshooting Root Cause Analysis CSAT

Education

Degrees, certifications, and relevant coursework

Shri Ramdeobaba College of Engineering and Management

Bachelor of Engineering, Electronics and Communication Engineering

Grade: 7.8/10

Completed a Bachelor of Engineering in Electronics and Communication Engineering with a CGPA of 7.8/10, focusing on electronics and communication fundamentals and practical engineering projects.

Shri Datta Meghe Polytechnic

Diploma, Electronics and Communication Engineering

Grade: 8.5/10

Completed a Diploma in Electronics and Communication Engineering with a CGPA of 8.5/10, covering core technical skills and vocational training in ECE.