Rakunathan Suramyan

At Creately, I resolve high-volume SaaS support requests across live chat and email while maintaining SLA compliance. I personally resolved approximately 1,756 tickets in 45 days and consistently handled around 170 tickets per week.

I own the Help Center end-to-end, authoring and updating 359 articles, FAQs, and troubleshooting guides that support customer self-service. I also manage escalations from triage through resolution, partnering with engineering, product, and billing teams on bugs, feature requests, refunds, subscriptions, and payment issues.

For more than three months, I independently led a four-member support squad, coordinating shifts, prioritising workloads, triaging tickets, and coaching agents. I also delivered knowledge-transfer sessions and structured onboarding for two new support agents.

My customer-facing background also includes energy and banking, where I handled enquiries, orders, applications, and sensitive issues across phone, email, and in-person channels. I communicate fluently in English and Sinhala, with Tamil as my native language.