6+ years Customer Successs Specialist across SaaS/E-learning/FinTech, and IT services, with 90% CSAT rating, driving product adoption, and retention.

•Led structured onboarding programs for new SaaS clients, improving activation and feature adoption by 25%.

•Monitored customer health through Salesforce and Freshdesk analytics, using insights to identify churn risks

and implement retention strategies that reduced inactive accounts by 15%.

• Delivered live onboarding sessions, walkthroughs, and Q&A calls to increase engagement and confidence in product

usage.

• Made development teams aware of recurring client issues through detailed JIRA documentation that informed feature

improvements.

• Maintained 95% SLA compliance and 90% satisfaction across technical and operational inquiries.

•Managed customer onboarding and supported institutional clients across multiple digital learning platforms.

• Conducted live training sessions and onboarding workshops with educators and administrators, reducing their learning

curve by 30% and increasing satisfaction scores by 70%.

• Designed user-friendly guides, tutorials, and help center articles, enabling customers to resolve basic issues

independently.

• Configured Zoho CRM automation to track customer progress and enhance visibility across onboarding workflows.

• Translated 200+ user pain points into JIRA tickets, cutting recurring issues by 50% in 3 months.

• Increased client satisfaction scores by 70% through training, support, and proactive communication.

Maintained 90%+ CSAT while resolving 50+ weekly tickets via email/chat.

• Provided Tier 1 and Tier 2 technical support across multiple SaaS platforms, maintaining consistent response quality

and fast resolution times.

• Conducted 20+ weekly engagement calls and responded to 100+ support inquiries via email and chat, maintaining 95%

SLA compliance and consistently exceeding internal service KPIs.

• Enhanced international support efficiency by 40% via structured asynchronous communication protocols.

• Improved self-service rates by 30% through revamped knowledge base and client resources.

• Guide clients through platform navigation, trade execution, deposits, and withdrawals while maintaining under 2 minute first response time and 95%+ SLA adherence.

• Support 80 to 120 live client inquiries per shift while maintaining 90%+ CSAT across complex transaction and trading scenarios.

• Act as subject matter expert for PrimeXBT and MetaTrader 5, achieving 85%+ first contact resolution.

• Partner with Back Office and Payments teams to investigate and resolve 40 to 60 failed transaction cases weekly with a near 100% resolution.

• Conduct proactive follow-ups after technical resolutions to improve retention of active trading clients.

• Utilize internal Knowledge Bases to provide real-time solutions for digital asset management and trading inquiries,

contributing to documentation for emerging platform features.