• University: Northeastern University
• College: N/A
• Major: Information Systems Management
• Minors: NA
• Start Date: 26 August 2023

• University: Northeastern University
• College: N/A
• Major: Electrical Engineering Technologies & Technicians
• Minors: NA
• Start Date: 01 July 2016

Technical Account Manager (Senior Product Specialist)

● Led an Agile, cross-functional team for analyzing and expediting bug fixes in the Freshservice product for one year, achieving a 30% reduction in overall product bugs. ● Innovated an analytical tracker and collaborated with the product management team to develop a go-to-market strategy, achieving 83% accuracy in monitoring and implementing feature requests. ● Developed vision and strategy for enhancing the experience of existing enterprise customers, improving retention metrics by tracking and analyzing key performance indicators (KPIs). ● AD-HOC support for newly on-boarded and high-touch clients to construct complicated automation and configure analytics. ● Trained, upskilled, and led a team of 6 new hires who work with small company customers.

Product Specialist

● Led engagement with 40+ enterprise customers in the U.S., valued at $800K, delivering tailored solutions to streamline complex business workflows, including operations, asset management, and optimizing the Freshservice ITSM-SaaS platform. ● Conducted market research to analyze support-related issues and identify key problem areas, reducing the mean time to resolve within 24 hours by 74%, thereby surpassing SLA requirements. ● Managed SSO configurations for clients utilizing a range of identity Providers, predominantly Azure, OneLogin, and Okta, while also investigating and resolving high-priority L2 Incidents by log analysis using Haystack.

Associate Marketing Manager

● Spearheaded social media marketing campaigns for 20+ clients, applying Six Sigma principles to streamline processes and reduce inefficiencies. ● Collaborated cross-functionally with finance, design, and analytics teams to integrate social media marketing strategy. ● Translated customer goals into actionable social media plans, increasing engagement rates by 30%. ● Monitored KPIs and optimized strategies based on performance analytics, enhancing client satisfaction.

• LGBTQ: no
• Ethnicity: Asian
• Disability: no
• Veteran: no
• First-generation College Student: no
• Pell Grant Eligibility: no
• Work Authorization: yes
• Visa Sponsorship: yes