Customer Success and Operations Support Specialist

Generated qualified business leads using Google Maps and conducted cold calls, email outreach, and follow-up messaging. Made more than 150 outbound calls per day and maintained consistent prospect engagement throughout the sales process.

Presented website homepage concepts and platform features, gathered client feedback and approvals, and coordinated content, photos, page revisions, and final launch approvals. Built and customized more than 60 business websites and onboarded over 130 businesses using consultative selling and in-house CRM management.

Managed customer relationship management and business development responsibilities, serving as the primary client contact for inquiries, concerns, and communication with internal teams. Maintained client interaction records, communication histories, and sales pipeline information in the internal CRM.

Supervised and trained a team of three members in customer communication, client coordination, and relationship management. Conducted cold calling, lead generation, and prospect research to identify new business opportunities and partnerships.

Conducted lead generation and prospect research through LinkedIn to identify SaaS companies interested in outsourcing development services. Initiated cold messaging and professional networking outreach to establish relationships with international prospects.

Scheduled meetings between prospective clients and internal technical teams, tracked pipeline activity and communication history in Zoho CRM, and researched international market opportunities and potential partnerships.

Provided advanced Tier-2 customer support for escalated and complex cases, resolving customer concerns while maintaining professionalism, empathy, and high satisfaction levels. Documented case information accurately in the internal support system for effective issue tracking.

Guided Tier-1 agents on communication, problem-solving, and customer handling practices. Collaborated with quality assurance and operations teams to identify recurring issues, recommend improvements, and maintain service quality standards.

Managed and nurtured client relationships, contributing to a 10% increase in client retention and 5% growth in new business during the first year. Conducted market research, prospecting, cold calling, and email outreach to identify opportunities and acquire new clients.

Collaborated with internal teams to improve onboarding and service delivery, maintained a client database for consistent follow-ups, and prepared monthly reports on acquisition, retention, and lead progress. Also improved the company’s online presence through Instagram, Facebook, Google Reviews, and customer feedback initiatives.

Bachelor's degree in Psychology.

Higher Secondary Certificate.