Open to opportunities

Ramya Gandhi

@ramyagandhi

Message

Customer Success and technical support leader improving SaaS adoption and resolving complex customer issues.

India

Message

What I'm looking for

I’m looking for a role where I can lead customer success and technical support—driving SaaS onboarding and adoption, resolving complex escalations, and improving support processes through data, documentation, and close collaboration with product and engineering.

I’m a Customer Success and technical customer support leader with 18+ years of customer-facing experience across SaaS, hospitality, and service environments. I focus on turning customer problems into clear next steps—whether that’s troubleshooting a platform issue, guiding onboarding, or driving product adoption.

In my current role as Chief Operating Officer (COO), I oversee customer support operations to ensure timely resolution of client concerns. I collaborate with internal teams to troubleshoot operational and service-related issues, monitor feedback, and implement process improvements that raise customer satisfaction.

Previously, I supported customers through onboarding, adoption, and issue resolution using SaaS platforms, working closely with product and technical teams to investigate and resolve reported platform problems. I guide users through setup and best-practice utilization, maintain CRM records and interaction tracking, and escalate recurring bugs or technical issues for faster, smarter fixes.

Across my history, I’ve been the primary point of contact for escalations, coordinating across departments while maintaining high customer experience standards. I’m known for strong communication, process documentation, and quality assurance—helping both technical and non-technical customers feel confident, informed, and supported.

Experience

Work history, roles, and key accomplishments

Current

Chief Operating Officer (COO)

Current

KVK Square Solutions Pvt Ltd

Mar 2026 - Present (3 months)

Oversee customer support operations to ensure timely resolution of client concerns. Collaborate with internal teams on operational/service issues and support customer onboarding and ongoing service delivery.

Customer Support Operations Customer Escalation Management Process Improvement Onboarding & Support Service Delivery Customer Documentation Cross Functional Collaboration Customer Experience

Chief Marketing Officer (CMO)

MyRmc Solutions Pvt Ltd

Apr 2022 - Feb 2026 (3 years 10 months)

Support customers using a SaaS platform through onboarding, adoption, and issue resolution. Investigate customer-reported platform issues with product and technical teams, maintain CRM records, and train users to improve adoption.

SaaS Platforms Customer Onboarding CRM Management Customer Training Escalation Management Cross Functional Collaboration

General Manager | Operations & Sales

Fortune Group of Companies

Jul 2014 - Mar 2022 (7 years 8 months)

Serve as the primary point of contact for customer escalations and service-related concerns. Investigate operational issues, coordinate across departments for timely resolutions, and manage customer records, documentation, and reporting while training service/support teams.

Customer Escalation Operations Management Sales Operations Documentation Customer Satisfaction Operational Reporting

Assistant Sales Manager

Fortune Park Hotels Pvt Ltd

May 2011 - Mar 2014 (2 years 10 months)

Support corporate clients through account management and customer service activities. Handle customer inquiries via phone/email/in-person, coordinate with hotel operations to resolve guest concerns, and maintain CRM records and communication logs.

Account Management Customer Service Excellence Guest Issue Resolution CRM Team Support Customer Communications

Assistant Sales Manager - Pre-Opening

Starwood Hotels & Resorts

Jan 2010 - Apr 2011 (1 year 3 months)

Assist customers with reservations, service requests, and account-related inquiries during the pre-opening period. Manage CRM updates and customer communications while coordinating with operations teams to ensure seamless customer experiences and support loyalty program initiatives.

Reservation Support Customer Service CRM Customer Communications Loyalty program support Hospitality Operations

Sales Executive

Fortune Park Hotels Pvt Ltd

Jan 2009 - Jan 2010 (1 year)

Handle customer inquiries and maintain customer databases while supporting CRM updates, reporting, and follow-ups. Assist with account management and customer engagement activities to support service delivery.

CRM Reporting Customer Management Account Management Support Customer Engagement

Sales Executive

Asiana Hotels & Aitken Spence Hotels

Jan 2007 - Jan 2009 (2 years)

Manage customer communications and service requests while maintaining accurate customer records and operational documentation. Support customer support and relationship management activities and assist with service delivery workflows.

Customer Communications Records Management Relationship Management Customer Support Sales Support