Sohni Rajvaidya
@sohnirajvaidya
Senior Customer Operations Specialist with 8+ years improving support, escalations, and customer experience.
IndiaWhat I'm looking for
I’m a Customer Operations and Support professional with 8+ years of experience supporting global customers across SaaS, technology, e-commerce, CRM, and customer success environments. I specialize in customer escalations, technical troubleshooting, process improvement, CRM administration, onboarding, knowledge management, and cross-functional collaboration.
In my recent roles, I’ve managed complex platform and workflow issues, developed SOPs and knowledge base resources, and partnered with Product, Operations, Engineering, and Trust & Safety teams to drive root-cause resolution. I also bring strong operational leadership—training teams, optimizing HubSpot workflows, and improving response and resolution efficiency in fast-paced remote environments.
Experience
Work history, roles, and key accomplishments
Provided ticket-based support to global customers, resolving complex issues related to platform functionality, workflows, and operational processes. Managed escalations and improved support consistency by creating and maintaining SOPs and knowledge base resources in partnership with cross-functional teams.
HubSpot Specialist
Insidea
Feb 2024 - Sep 2024 (7 months)
Delivered HubSpot technical support and CRM consulting for US-based clients, optimizing CRM configuration, automation workflows, and reporting dashboards. Supported onboarding and troubleshooting while training clients and improving client outcomes through streamlined internal collaboration.
Customer Support Manager
Wellness Coach
Aug 2022 - Jan 2024 (1 year 5 months)
Led customer support operations, handling escalations and technical inquiries while driving customer experience improvements. Implemented and optimized HubSpot ticketing workflows, created SOPs and support documentation, and mentored team members to standardize service delivery and resolution quality.
Sales Manager
Whitehat Jr
Dec 2020 - May 2021 (5 months)
Supported prospective customers through consultations, onboarding guidance, and product education while building relationships through solution-oriented communication. Assisted with product-related concerns and account support and contributed to customer engagement and retention initiatives.
Customer Support Representative
Amazon India
Jan 2017 - Nov 2020 (3 years 10 months)
Handled customer support across voice, chat, and email in a high-volume environment, resolving complex concerns while maintaining strong customer satisfaction metrics. Managed escalations, collaborated with internal teams for timely resolution, and supported process improvement initiatives to enhance service quality and efficiency.
Senior Relationship Manager
ICICI Securities
Jul 2013 - Aug 2014 (1 year 1 month)
Managed client relationships and provided financial product guidance, including responding to investment-related inquiries and conducting market research. Supported business growth through lead generation and customer engagement and collaborated with stakeholders on new product launch adoption initiatives.
Education
Degrees, certifications, and relevant coursework
Institute of Management Studies
Master of Business Administration, Marketing
2011 - 2013
Grade: 8.3
Completed an MBA with a focus on Marketing from 2011 to 2013, achieving a GPA of 8.3.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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