Kirithika Anandhakrishnan
Team Lead - Customer Support
Coimbatore
Summary
Dynamic and customer-focused leader with 8+ years of experience in Customer Success and Technical Account Management. Proven track record in driving client satisfaction and retention by leveraging platforms including Salesforce, HubSpot, Okta, Azure, and JIRA. Adept at resolving escalations, mentoring teams, and ensuring consistent achievement of CSAT and SLA targets. Recognized for building strong client relationships, fostering loyalty, and driving revenue growth through strategic retention and upselling initiatives.
Overview
8
8
years of professional experience
Work History
Team Lead - Customer Support Specialist
Responsive
09.2022 - Current
- Led and mentored a high-performing team of 6, providing guidance on customer and product queries while fostering continuous learning.
- Ensured strict adherence to CSAT and SLA metrics, driving improvements in customer satisfaction and service delivery.
- Trained and onboarded new hires, facilitating smooth transitions into production environments.
- Managed escalated customer cases with efficiency, delivering timely and effective resolutions.
- Conducted regular 1:1s, performance reviews, and coaching sessions to build high-performing teams and monitored individual and team scorecards to track performance and identify areas for development.
- Trained and onboarded new hires, ensuring smooth transitions into production roles.
- Contributed to process enhancements, including building and managing a module expert team to improve operational excellence.
- Built subject-matter expert (SME) groups within the team to drive specialized knowledge and faster resolutions
- Promoted a positive work environment that encouraged open communication between team members, leading to higher levels of employee engagement.
Senior Customer Support Specialist / TAM
Responsive
03.2022 - 09.2022
- Worked alongside CSMs to train customers on product functionalities.
- Mentored and guided new team members on ticket resolution.
- Managed a set of dedicated accounts (15) and resolved customer queries.
- Mentored junior team members, fostering professional growth and development within the department.
- Streamlined support processes for increased efficiency and a faster response time to customer inquiries.
- Established strong relationships with key clients, leading to high levels of retention and repeat business.
- Collaborated with cross-functional teams to resolve product-related issues promptly, ensuring a seamless customer experience.
Customer Support Specialist
Responsive
08.2020 - 03.2022
- Managed a high volume of inbound calls (close to 15/day) while maintaining excellent call quality standards and adhering to established procedures.
- Analyzed complex customer issues, identified root causes, and delivered timely, effective solutions.
- Configured and customized tools to meet diverse client requirements, ensuring seamless product adoption.
- Partnered with engineering and product teams to troubleshoot and resolve bugs, improving overall customer experience and product stability.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
Customer Success Specialist
NDOT Technologies
01.2018 - 08.2020
- Handled customer queries with professionalism and delivered effective resolutions, ensuring high client satisfaction.
- Conducted onboarding sessions and regular account health checks to drive product adoption and retention.
- Led upselling initiatives and managed MRR (Monthly Recurring Revenue) and ARR (Annual Recurring Revenue) collections, contributing to revenue growth.
Education
Bachelor of Engineering (B.E.) - Computer Science Engineering
Sri Ramakrishna College of Engineering
Coimbatore, India 04.2001 -
Skills
Customer Success & Account Management
Team Management & Leadership
Technical Support & Troubleshooting
Salesforce, HubSpot, Okta, Azure, JIRA
RFP Process & Customer Onboarding
undefinedAccomplishments
- Achieved Business English Certificate – Cambridge English passed with result council of Europe level B1.
- ITIL Certified.
- Won 2nd prize on Android App Development at IIT Madras.
- Received multiple client appreciation via emails.
- Awarded as “ROOKIE of the Year-2021”.
- Consecutively thrice awarded as Circle of Excellence (maintaining FR, SLA,CSAT).
Additional Information
- Achieved Business English Certificate (Cambridge English) – Council of Europe Level B1.
- Certified in ITIL (Information Technology Infrastructure Library).
- Secured 2nd Prize in Android App Development competition at IIT Madras.
- Received multiple client appreciation emails for exceptional service delivery.
- Awarded “Rookie of the Year – 2021” for outstanding performance during the first year of tenure.
- Recognized with the Circle of Excellence Award for three consecutive terms, for consistently maintaining high standards in FR, SLA, and CSAT metrics.
Timeline
Team Lead - Customer Support Specialist
Responsive
09.2022 - Current
Senior Customer Support Specialist / TAM
Responsive
03.2022 - 09.2022
Customer Support Specialist
Responsive
08.2020 - 03.2022
Customer Success Specialist
NDOT Technologies
01.2018 - 08.2020
Bachelor of Engineering (B.E.) - Computer Science Engineering
Sri Ramakrishna College of Engineering
04.2001 -
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