Led end-to-end onboarding for enterprise clients across North America and Europe. Served as primary escalation point for P1/P2 incidents, improving SLA compliance by 20%. Configured platform customizations via CI/CD pipelines (Jenkins) and delivered REST API integrations via Postman. Created L&D content using Generative AI tools, increasing product adoption rates. Authored SQL-driven QBR presentations influencing key account renewal decisions.

Resolved 200+ client issues weekly with consistent 95%+ CSAT score. Created self-service knowledge base articles, deflecting 15% of inbound support volume. Specialized in live video streaming troubleshooting, CDN performance, and API-based embed configurations.

Onboarded 15+ mid-market and enterprise SaaS clients within committed go-live timelines. Designed client engagement plans reducing early churn risk by 30%. Generated SQL and API-based reports for client rewards and wellness program insights.

Owned escalation management for enterprise and SMB clients across multiple SaaS modules. Developed internal SOPs and client communication templates adopted across the operations team.

Managed customer escalations, app troubleshooting, and merchant dispute resolution via Zendesk. Maintained top-quartile CSAT scores across high-volume chat and email channels.

Provided technical support for newly launched websites. Managed client communication end-to-end, translating requirements into actionable tasks.