Open to opportunities

Provesha User

@proveshauser

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Senior customer success professional specializing in complex issue resolution and retention for product-led SaaS.

India

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What I'm looking for

I’m looking for a product-led SaaS role in customer success/support where I can own escalations, improve retention through first-contact resolution, and collaborate with product and engineering to deliver fast, high-quality outcomes.

I’m a senior customer success professional with 3.5+ years of experience in product-led SaaS, specializing in complex issue resolution, escalations, customer retention, and cross-functional collaboration with product and engineering teams. I served as a primary escalation owner and first responder for critical issues, including emergency downtime incidents, while supporting 50–100+ customer accounts and managing 30–50 tickets daily with 80–90% SLA compliance.

I focus on measurable outcomes like 60–70% first-contact or same-day resolution to reduce repeat interactions and customer friction. I also build product feedback loops through end-to-end bug management communications, lead technical debugging support calls, author Help Centre articles (Zendesk), and drive customer trust—contributing to a sustained 4.4/5 rating across Capterra and G2 while mentoring 5–10 new hires and interns.

Experience

Work history, roles, and key accomplishments

Customer Success Specialist

CometChat

Oct 2020 - Jul 2024 (3 years 9 months)

Owned escalations and incident triage for 50–100+ customer accounts, providing end-to-end resolution and supporting 30–50 tickets daily while maintaining 80–90% SLA compliance. Improved first-contact same-day resolution to 60–70% and built customer knowledge content that increased self-serve adoption, contributing to a sustained 4.4/5 rating on Capterra and G2.

Customer Success Escalation Management Triage Zendesk Intercom Jira Knowledge Base Management Customer Retention

Digital Engagement Associate

HumanLab Corporation

Dec 2019 - Oct 2020 (10 months)

Drove digital outreach and customer correspondence to increase sign-ups for the WFCN networking platform. Created interactive, audience-focused content to deliver a 70% increase in social media engagement.

Digital Outreach Social Media Management Content Creation Lead Generation Customer Correspondence Audience Targeting Community Engagement

Language Transcription Specialist

Crescendo Transcription Pvt Ltd

Apr 2019 - Nov 2019 (7 months)

Transcribed and reviewed multilingual Hindi, Bengali, and English audio files with high accuracy and confidentiality while meeting strict turnaround times. Managed multiple files in parallel with consistent remote work discipline.

Multilingual Transcription Audio review Quality Assurance Confidentiality Time Management Remote Work

Academic Trainer

Ivy Professional School

Oct 2017 - Nov 2017 (1 month)

Trained students for the ACET syllabus and provided targeted academic support. Assisted learners needing individual attention through learning reinforcement and follow-up support.

ACET Syllabus Support Student Coaching Tutoring Curriculum Support

Event Coordinator (Freelance)

Freelance

Jul 2016 - Sep 2016 (2 months)

Coordinated logistics and travel for large wedding events and managed on-ground execution. Maintained guest experience and satisfaction throughout event delivery.

Event Coordination Logistics Planning Travel Coordination Guest Experience Scheduling