Nishchhal Srivastava

AI Adoption & Customer Success professional with nearly 10 years of experience working with SaaS products, global clients, and support operations. Experienced in understanding client workflows, identifying automation opportunities, and translating business problems into technology solutions. Skilled in client consulting, onboarding, ticketing systems, AI-assisted workflows, and cross-functional collaboration with product and engineering teams.

Customer Success Manager at iSummation Technologies (2025-08 – Present)

• Managing global client relationships for SaaS ticketing platforms
• Leading onboarding, demos, training, and lifecycle support
• Using Zoho CRM and Freshdesk for pipeline and support operations
• Leveraging AI tools (ChatGPT, Perplexity, Claude, Gemini, etc.) for faster response drafting, knowledge retrieval, and workflow efficiency
• Creating SOPs and improving support documentation.

CSE / Team Leader at Infomatic Solutions (2023-06 – 2025-06)

• Led support operations and ticket resolution processes
• Used Halo CRM and Excel for KPI tracking and reporting
• Leveraged AI tools (ChatGPT, Perplexity, Claude, Gemini) for ticket analysis and response drafting
• Mentored new team members and improved workflow efficiency.

Customer Experience Specialist at Etech Global Services LLC (2020-09 – 2023-06)

• Assisted Team Leaders with coaching sessions, QA reviews, and onboarding support
• Completed the Aspiring Leaders Program and received multiple Top Performer recognitions for quality and productivity
• Trained and supported new hires during onboarding
• Analyzed support performance metrics to identify improvement opportunities.

Senior Executive - Technical Support at Vodafone India Services Pvt. Ltd. (2019-03 – 2020-08)

• Provided support for broadband, TV, and landline services across copper and fiber networks
• Assisted with billing, plan migrations, and internal knowledge-sharing for campaigns and renewals

Executive at Medusind Solutions Pvt. Ltd. (2018-11 – 2019-02)

• Handled insurance eligibility checks and verification calls for US healthcare clients
• Ensured accurate documentation and coordination within a 15-member team

Process Associate at Tata Consultancy Services (TCS) (2015-03 – 2017-10)

• Performed data verification, validation, and accuracy monitoring on US-based market research datasets
• Ensured consistency and reporting quality in high-volume workflows.

Master of Arts in Mass Communication – Sikkim Manipal University (2014 – 2016)

Bachelor of Science – Saurashtra University (2011 – 2014)

Higher Secondary – CBSE (2009 – 2011)