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Sanjay Rameshbabu

@sanjayrameshbabu

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I build AI-powered customer support operations that improve satisfaction, resolution speed, and cost efficiency.

India

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What I'm looking for

I'm looking to lead customer experience or technical operations teams where I can scale AI-driven automation, improve support performance, solve complex customer challenges, and develop high-performing technical talent.

At Freshworks, I led AI/ML bot operations and a team of 7+ while sustaining 95%+ customer satisfaction and 87%+ resolution SLA. I combine customer experience leadership with hands-on technical escalation management.

I've delivered end-to-end Freddy AI bot solutions for 15+ enterprise clients across eCommerce, fintech, ed-tech, and logistics, including REST API integrations and production implementations. My automation work has generated $100K–$300K+ in annual cost avoidance for national and global clients.

I've trained more than 20 support engineers and Enterprise TAMs, built troubleshooting documentation and runbooks, and partnered across Engineering, Support, and Product. My work has earned Freshworks' Wall of Fame, Calmer of Storms, and Guardians of Galaxy recognition.

Experience

Work history, roles, and key accomplishments

Enterprise TAM / Team Lead - AI/ML Bots

Freshworks

Jan 2023 - Dec 2025 (2 years 11 months)

Led a 7+ member team, maintaining 95%+ customer satisfaction and 87%+ resolution SLA. Managed escalations, mentored team members, and received the Freshworks Wall of Fame Award (2023).

AI ML Chatbot Architecture Technical Troubleshooting Team Leadership Escalation Management Customer Satisfaction SLA Management

L2 Support Engineer - AI/ML Bots

Freshworks

Jan 2020 - Dec 2022 (2 years 11 months)

Served as Subject Matter Expert for Freddy AI bot platform, bridging Engineering, Support, and Product teams. Developed bot solutions for 15+ enterprise clients and trained 20+ support engineers.

Freddy AI REST APIs Chatbot Architecture Technical Troubleshooting Training Documentation Customer Requirements

Product Specialist - Freshdesk

Freshworks

Apr 2018 - Dec 2019 (1 year 8 months)

Provided technical support and product consultation to Freshdesk customers, achieving high satisfaction ratings with average resolution time of 4 hours. Conducted customized demo sessions and implementation guidance.

Freshdesk Technical Support Product Consultation Customer Satisfaction Demos

Technical Support Engineer

Movate (CSS Corp)

Sep 2016 - Apr 2018 (1 year 7 months)

Provided remote technical support for networking devices including Wi-Fi routers, access points, and switches. Delivered installation, configuration, and troubleshooting support to B2C and B2B clients.

Networking Wi Fi Routers Access Points Layer 2 Troubleshooting Installation Configuration

Education

Degrees, certifications, and relevant coursework

Anna University

Bachelor of Engineering, Electronics & Instrumentation

Grade: 7.25/10

Activities and societies: Engineering Project: Designed and developed an autonomous rescue robot for extracting children from deep borewells; integrated sensors, mechanical systems, and control logic.

Graduated with a Bachelor of Engineering in Electronics & Instrumentation, achieving a CGPA of 7.25/10. Completed an engineering project on an autonomous rescue robot for borewell rescue operations.