• Managed a team of 28+ NOC engineers monitoring Virgin Mobile's U.S. telecom network.
• Led real-time network monitoring, ensuring optimal performance and rapid incident resolution.
• Coordinated cross-functional teams to resolve complex issues and minimize downtime.
• Mentored NOC staff, promoting continuous skill development and best practices.
• Analyzed network performance, driving improvements and implementing automation tools for efficiency.
• Managed routine maintenance, software upgrades, and security measures to maintain network reliability.
• Developed and enforced SOPs, streamlined incident management, and ensured compliance with regulations.
I am a seasoned professional with over two decades of extensive experience in the dynamic and ever- evolving fields of customer success and tech support. Over the course of my 22-year career, I have honed my leadership skills and developed a comprehensive understanding of the critical intersection between technology and customer satisfaction. My journey in this industry has equipped me with a deep technical aptitude, enabling me to effectively lead and guide teams in resolving complex technical issues. Throughout my career, I have successfully built and managed high-performing teams, fostering a culture of excellence and commitment to customer-centric values.
Team leadership
Relationship building
Decision-making
Critical thinking
Customer Experience
Customer Onboarding
SaaS
Speaker at the CS Summit 2025 held at IIT Delhi, where I delivered a session on Customer Success and Customer Onboarding. I had the opportunity to share strategies and best practices for ensuring smooth onboarding processes and building long-term customer relationships, engaging with top professionals and thought leaders in the tech industry.
Salesforce (CRM)
HubSpot
Freshdesk (Support Operations)
JIRA (Project Tracking)
Asana (Project Management Tools)
Tableau (Data Reporting and Analytics)
Google Workspace (Docs, Sheets, Slides)
Automation Tools (Zapier)
AI/ML Integration tools for Customer Success (like Chatbots, CSAT automation)
Customer Experience Strategy
Public Speaking and Mentorship
Cultural and Market Expansion
SaaS Growth and Adoption
Leadership & Team Building