About
Customer Success and Implementation professional with 3+ years of experience across SaaS implementation, business analysis, customer onboarding, and operations.
Currently working with UK-based customers at VoiceStack, managing SaaS implementations from onboarding and configuration through training, go-live, troubleshooting, and post-launch support. I work directly with customers and cross-functional teams to coordinate implementations, resolve technical and operational issues, and ensure a smooth transition to live service.
Previously worked in business analysis and technology roles at Fragomen and Cognizant, with experience in process improvement, reporting, stakeholder management, SLA tracking, Agile delivery, and data-driven problem solving.
I'm particularly interested in remote opportunities across Customer Success, Implementation, Customer Onboarding, Business Operations, and Business Analysis.
What I'm looking for
I'm seeking a remote role in Customer Success, Implementation, Customer Onboarding, Business Operations, or Business Analysis within a SaaS or technology company. I bring experience in customer-facing implementations, stakeholder management, problem solving, process improvement, and operations. I value ownership, collaborative teams, continuous learning, and a healthy work-life balance.
Experience
Associate Customer Enablement & Experience (Implementation Specialist)
VoiceStack
Feb 2026 – Present
Own customer onboarding and implementation for UK dental practices, guiding customers from pre-go-live planning through configuration, training, launch, and post-go-live stabilization.
Manage a portfolio of approximately 12 concurrent implementations, coordinating customer actions, internal dependencies, device readiness, network checks, call routing, and number-porting milestones.
Serve as a primary customer contact across email, WhatsApp, video calls, and live training; translate operational requirements into practical call flows, business-hours rules, voicemail, routing, and user setups.
Lead remote device and network readiness activities for Yealink and Polycom endpoints, troubleshoot provisioning/connectivity issues, and coordinate escalations with Support, Product, telecom providers, and customer IT teams.
Support successful go-lives by validating call behavior, configuring customer environments, training reception teams on the VoiceStack application, and investigating post-launch issues using call and operational data.
SaaS ImplementationCustomer OnboardingTechnical Troubleshooting
Business Immigration Analyst
Fragomen Immigration Services India
May 2022 – Apr 2024
Managed high-volume business immigration case workflows for corporate clients, gathering and reviewing documentation, preparing case materials, maintaining accurate case data, and tracking work against client SLAs and deadlines.
Communicated with foreign nationals, client contacts, and internal teams on case status, missing documentation, process requirements, and escalations, strengthening client service in a deadline-driven environment.
Compiled and summarized case and operational data for reporting, while using Tableau/Excel-based analysis to identify workflow bottlenecks and opportunities to improve turnaround and workload visibility.
Balanced competing case priorities across client processes while following data-privacy, quality, and compliance standards and keeping stakeholders informed of progress and risks.
TableauExcelBusiness Analysis
Programmer Analyst Trainee - Hadoop Production Support
Cognizant Technology Solutions
Apr 2021 – Apr 2022
Supported a production Hadoop environment for a leading insurance client using Cloudera Manager, Cloudera Distributed Systems, and ServiceNow.
Monitored support queues, assigned tasks, created and implemented change tickets, provisioned application access, and provided on-call troubleshooting for cluster and user issues.
Tracked incidents and changes and produced daily operational reports, giving teams clear visibility into production activity, outstanding work, and service continuity.
Applied structured troubleshooting and root-cause thinking in a live enterprise environment while coordinating with operations and infrastructure stakeholders.
ClouderaServiceNowHadoop
Education
Rajagiri School of Engineering and Technology, India
Bachelor of Technology · Information Technology
2020
Certifications
Business Intelligence Analytics Program
TripleTen
Aug 2024 – No expiry
Skills
Power BIMicrosoft ExcelSQLServiceNowJiraAgileUser TrainingTroubleshootingRequirements GatheringCross CollaborationClient RelationshipProcess ImprovementBusiness OperationsBusiness AnalysisProject ManagementStakeholder ManagementImplementation ManagementCustomer OnboardingSaaS ImplementationCustomer Success
Languages
English (Native or bilingual proficiency)
