At ConnectAndSell, Inc., I lead technical support for a B2B SaaS sales engagement platform. I redesigned root-cause diagnostics and triage, improving First Call Resolution by 65%.
I own complex SaaS cases and CRM troubleshooting across Salesforce, Microsoft Dynamics 365, and HubSpot. I also built knowledge resources and partnered with Product and Engineering to resolve bugs and improve processes.
At iYogi Inc., I led Apple support and upselling teams that contributed 22% of total revenue. I improved CSAT from 78 to 91 and reduced team attrition by 17%, while building mentoring, training, and orientation programs.
At Convergys India, I managed a 25-member AT&T operations team, cutting ramp-up time by 20% and increasing productivity by 15%. I also led Quarterly Business Reviews and designed knowledge-management initiatives to standardize team processes.
