# Senior CX Specialist Location[Qatar](https://jobicy.com/resume-region/qatar.md)Rate, USD Not specifiedWork schedule Full Time, Part Time, Links Language skills EnglishAvailable for Hire Yes [Hire me](#resume-dialog) Save Log in to save ## About me I am a senior customer experience professional with 13+ years of experience across customer support, client success, community management, and quality operations. I have worked in remote and APAC-facing roles, supporting customers, players, and internal teams while consistently improving service quality and satisfaction. I specialize in CX quality control, chatbot training, knowledge base improvement, and process optimization. I have monitored customer interactions, conducted QA audits, coached agents, and identified trends and gaps to improve performance and operational efficiency. In my recent roles, I managed escalations, supported onboarding and training, tracked CSAT, DSAT, and resolution metrics, and helped teams maintain SLA and productivity targets. I also trained and fine-tuned chatbots by improving intents, conversational flows, and response quality. My background includes community management and senior client success leadership, where I managed strategic accounts, supported post-sales engagement, and acted as a liaison between customers and internal teams. I have experience driving upsell opportunities, account health, and customer retention across multiple industries. I bring strong leadership, critical thinking, problem solving, negotiation, and management skills. I am comfortable working cross-functionally, mentoring teams, and contributing to customer-centric process improvements. I hold a Bachelor’s degree in Industrial & Production Engineering and an MBA. I am based in Doha, Qatar, and I am open to remote customer experience and client success opportunities. ## Professional area ### [Customer Support](https://jobicy.com/resume-category/supporting.md)[Management & Operations](https://jobicy.com/resume-category/management.md) ## Skills ### [Account Management](https://jobicy.com/resume-skill/account-management.md)[Asana](https://jobicy.com/resume-skill/asana.md)[Community Management](https://jobicy.com/resume-skill/community-management.md)[Critical Thinking](https://jobicy.com/resume-skill/critical-thinking.md)[Customer Retention](https://jobicy.com/resume-skill/customer-retention.md)[Customer Support](https://jobicy.com/resume-skill/customer-support.md)[Data Analysis](https://jobicy.com/resume-skill/data-analysis.md)[Leadership](https://jobicy.com/resume-skill/leadership.md)[Mentoring](https://jobicy.com/resume-skill/mentoring.md)[Negotiating](https://jobicy.com/resume-skill/negotiation.md)[Onboarding](https://jobicy.com/resume-skill/onboarding.md)[Performance Management](https://jobicy.com/resume-skill/performance-management.md)[Problem Solving](https://jobicy.com/resume-skill/problem-solving.md)[Process Improvement](https://jobicy.com/resume-skill/process-improvement.md)[Quality Assurance](https://jobicy.com/resume-skill/quality-assurance.md)[Salesforce](https://jobicy.com/resume-skill/salesforce.md)[Slack](https://jobicy.com/resume-skill/slack.md)[Stakeholder Management](https://jobicy.com/resume-skill/stakeholder-management.md)[Team Leadership](https://jobicy.com/resume-skill/team-leadership.md)[Technical Support](https://jobicy.com/resume-skill/technical-support.md)[Trello](https://jobicy.com/resume-skill/trello.md)[Zendesk](https://jobicy.com/resume-skill/zendesk.md)[Zoom](https://jobicy.com/resume-skill/zoom.md) ## Education 2004 - 2010 Bachelor of Engineering in Industrial & Production Engineering @ Vishvesvarayaria Technological University (VTU) 2014 - 2018 Master of Business Administration (MBA) @ Madurai Kamaraj University ## Experience 2025 - 2026 CX Quality Control Specialist @ Playrix Games Monitored customer interactions for quality and compliance. Conducted audits using QA scorecards. Coached agents to improve performance. Identified trends and process gaps. Supported training and knowledge base updates. Tracked CSAT, DSAT, and resolution metrics. Improved customer satisfaction and operations. Trained and fine-tuned chatbots to improve accuracy, intent recognition, and response quality. Created and updated conversational flows, intents, and training datasets for the chatbot. Reviewed chatbot interactions to identify gaps and improve performance. 2022 - 2026 Community Manager @ SavvyKai Managed and engaged B2C communities across social and in-app channels. Responded to user queries, feedback, and escalations. Created and shared community updates and content. Monitored sentiment, trends, and community health. Collected and shared user feedback with internal teams. Supported campaigns, events, and product launches. 2022 - 2025 CX Lead @ Akamai Technologies Managed daily support operations to ensure service quality and timely resolutions. Managed escalations and complex customer issues. Coached agents to improve performance and productivity. Monitored queues, workloads, and SLA adherence. Conducted quality checks and shared feedback. Supported onboarding and training of new hires. Reported trends and recommended process improvements. Tracked key metrics and performed CSAT, DSAT, and resolution efficiency reviews. 2018 - 2022 CX Specialist @ Akamai Technologies Provided player support for gameplay, account, and technical issues. Resolved queries related to purchases, progress, login, rewards, and bugs. Investigated issues and ensured timely, accurate resolutions. Escalated complex cases to relevant teams when needed. Maintained CSAT and met SLA/productivity targets. Logged and updated tickets with accurate documentation. Reported recurring issues and player feedback. Followed support policies and security guidelines. 2017 - 2018 Senior Client Success Manager (APAC) @ Akamai Technologies Managed 125 strategic accounts across commerce, financial, media, gaming, and healthcare sectors. Partnered with account teams to drive upsell opportunities and case development. Led customer onboarding and provided tailored use-case guidance. Acted as liaison between customers, partners, and internal teams and monitored account health and proactively managed at-risk accounts. Supported post-onboarding success through technical and consultative guidance. Shared voice-of-customer insights with product teams. Served as SME for training and mentoring internal teams. 2015 - 2017 Client Success Manager (APAC) @ Akamai Technologies Managed 100+ indirect and partner accounts worth $15M+ in post-sales engagement and satisfaction. Supported account integration and program management across all clients. Conducted periodic health checks to ensure optimal platform usage. Coordinated with internal teams to resolve and escalate business and technical issues. Drove overall customer experience and satisfaction improvements. Managed daily client relationships and ensured timely routing of requests to the correct teams. Supported and contributed to internal and global customer projects. Collaborated with internal stakeholders to strengthen relationships and drive customer satisfaction and business goals. Provided post-sales support including data management, contract queries, and field service coordination. Met KPIs related to responsiveness, quality, proactivity, and compliance. 2013 - 2015 Account Success Manager (APAC) @ Akamai Technologies ## Recommend this talent ## Related resumes * [![Photo](https://jobicy.com/react/themes/app/images/candidate.png) Engineering ManagerCosta RicaI am an engineering leader with more than 20 years of experience keeping software projects organized, tested, and moving on small, fast-paced, distributed teams. 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