Tamil Selvan

• Led customer success and service delivery operations for multiple US‑based enterprise
clients, ensuring consistent SLA compliance and strong customer satisfaction outcomes.
◦
Managed and mentored a team of support and operations specialists, improving response
and resolution timelines through workflow optimization and performance tracking..
◦ Acted
as the primary escalation point for complex and high‑impact client issues, coordinating with
engineering, QA, and product teams to drive timely and accurate resolutions.
◦ Developed
SOPs, knowledge base articles, and playbooks to standardize onboarding, escalation
handling, and service delivery processes.

• Managed post‑implementation customer lifecycle for a marketing automation SaaS
platform integrated with Salesforce and HubSpot, supporting marketing and digital teams
across multiple client organizations.
◦ Delivered onboarding sessions, user training, and
adoption reviews to ensure customers effectively utilized campaign automation,
segmentation, and analytics capabilities.
◦ Collaborated with product and engineering teams
to relay customer feedback, usability concerns, and enhancement requests, contributing to
ongoing platform improvements.
◦ Analyzed platform usage patterns, campaign
performance, and support trends to identify engagement gaps and potential churn risks,
enabling proactive customer outreach.

• Provided enterprise technical support for Google Cloud Platform and Google Workspace
customers, ensuring business continuity and high service reliability.
◦ Managed
high‑priority escalations and worked directly with customer IT administrators to diagnose
and resolve complex technical issues.
◦ Conducted root cause analysis and documented
problem records, delivering preventive recommendations to reduce repeat incidents and
improve overall customer experience.

• Led rollout stabilization and training for CK-Xnapp and AachiXnapp projects, supporting
50+ outlets for smooth adoption with the help of Microsoft Dynamics 365 CRM.•Provided
L1-L2 support for Android mobility, and web services, stabilizing DMS/HHT workflows and
uptime.•Diagnosed mobility device issues using TeamViewer and Phone Explorer, restoring
sync and order management. Generated denial, aging, and performance reports using Excel
to help clients identify process inefficiencies and improve revenue cycle outcomes.
◦
Assisted customers during system upgrades, configuration changes, and workflow
transitions, ensuring minimal operational disruption and smooth adoption of new features.
• Coordinated with QA and development teams to validate fixes and enhancements before
production deployment.

• Supported customer‑facing ERP implementations and post‑go‑live stabilization for ORION,
SAP, and Oracle ERP platforms across multiple client environments.
◦ Conducted user
training sessions, UAT coordination, and solution walkthroughs to drive system adoption
and reduce user errors.
◦ Managed customer communications during deployment phases
and acted as the primary contact for issue tracking, status updates, and resolution
follow‑ups.

• Supported US healthcare claim processing applications and ensured timely resolution of
customer‑reported incidents using ServiceNow and BMC Remedy.
◦ Coordinated with
internal teams to maintain data integrity and support secure data migration and validation
activities.

• Led customer onboarding, configuration, and deployment of POS and inventory
management systems for retail clients across multiple locations.
◦ Delivered end-user
training, system documentation, and post deployment support to ensure smooth adoption
and long-term customer satisfaction.
◦ Provided ongoing client relationship management,
including system optimization recommendations and upgrade coordination.

• Supported healthcare document and data processing operations, ensuring adherence to
client SLAs, quality benchmarks, and data security requirements.
◦ Monitored queue
performance and collaborated with supervisors to manage workload distribution and meet
delivery timelines.