I am looking for a full-time remote role in Customer Success, Support Operations, or Onboarding where I can leverage my experience in process optimization, SLA management, and team leadership. I thrive in global, collaborative environments where I can build scalable customer onboarding frameworks, drive product adoption, and streamline support workflows using modern automation and tooling.
Looking for a job
Sumaiya Fatima
@sumaiyafatima99
Customer Success & Support Ops Specialist with a track record of streamlining onboarding & driving adoption for global teams.
IndiaWhat I'm looking for
I am a Customer Success and Support Operations professional with extensive experience streamlining support workflows, leading cross-functional teams, and building scalable customer onboarding frameworks.
Throughout my career (including key roles at TCS across SAP SkillUp and Pre-Sales projects), I’ve specialized in optimizing the end-to-end customer journey—reducing onboarding ramp-up times by up to 40% while driving long-term product adoption and retention.
Core Competencies & Expertise:
Customer Operations & Support: SLA & incident management, high-volume ticketing workflows, UAT, and ticket resolution.
Cross-Functional Collaboration: Pre-sales enablement, stakeholder management, and continuous process improvement.
Process Automation & Tools: Experienced with ServiceNow, MS Excel, SAP ESM, and leveraging AI/RPA workflows to enhance operational efficiency.
Onboarding & Enablement: End-to-end client onboarding, user adoption strategies, and group training facilitation.
I am passionate about leveraging operational excellence and customer-centric strategies in a remote-first global team.
Experience
Work history, roles, and key accomplishments
TS
Current
Data-driven Customer Success & Support Ops Lead with 4+ yrs at TCS. Reduced client onboarding ramp-up by 40% through structured training frameworks. Expert in high-volume SLA ticketing, UAT, and process automation (RPA/ServiceNow). Proven leader bridging technical solutioning with client adoption to streamline support operations and drive satisfaction.
Education
Degrees, certifications, and relevant coursework
GM Institute of Technology
Bachelor in Engineering, Computer Science and Engineering
2016 - 2021
Grade: 3.1
Tech stack
Software and tools used professionally
Availability
Looking for a job
Location
IndiaAuthorized to work in
Salary expectations
40k-90k USD
Social media
Job categories
Skills
CRMSQLMicrosoft OfficeStakeholder ManagementAccount ManagementCustomer ServiceEnglishServiceNowSAPCustomer SupportCustomer SuccessCustomer EngagementProcess ImprovementTeam LeadershipTeam CoachingTeam BuildingGoogle SheetsGoogle WorkspaceGoogle MeetGoogle DocsSLA ManagementSLASlackZoom WorkplaceZoomClaudeGeminiAI ToolsEscalation HandlingEscalation ManagementSupport OperationsSupport Ticketing SystemsSupport ManagementIncident ManagementIncident ReportsIncident ResponseIncident resolution
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