Pavithran Rs

Customer Success professional with 4.5+ years of overall experience, including 3+ years in customer-facing roles supporting enterprise B2B customers. Experienced in handling customer queries, escalations, service requests, and complaints across calls, email, and virtual meetings while maintaining SLA and service quality. Strong background in issue resolution, troubleshooting, stakeholder communication, root cause analysis, and cross-functional coordination.

Proven ability to manage 20–30 daily customer interactions, maintain 95%+ SLA compliance, and reduce Mean Time to Resolution by ~40%.

Customer Success at FREESPACE (2023-06 – Present)

• Manage 15+ enterprise B2B accounts, handling customer requirements, service requests, escalations, and follow-ups with technical and internal teams.
• Handle 10–30 daily customer interactions across calls, email, and virtual meetings, providing timely communication and resolution while maintaining 95%+ SLA compliance.
• Resolve increasingly complex service issues using root cause analysis and structured troubleshooting, reducing Mean Time to Resolution by ~40% (5 hrs → 3 hrs).
• Monitor customer health, service metrics, open issues, and recurring blockers, identifying risks and coordinating remediation follow-ups.
• Lead client requirements and service discussions, gathering information, coordinating stakeholders, and tracking issues through resolution.
• Strong background in problem-solving, decision making, troubleshooting, root cause analysis, stakeholder communication, CRM management, and collaboration.

Associate System Engineer at FREESPACE (2022-04 – 2023-05)

• Resolved 20–30 daily client service requests through structured ticketing workflows while maintaining SLA compliance and data accuracy across enterprise accounts.
• Developed SOPs and knowledge resources and partnered with internal teams to reduce repeat service issues by ~25%.

Bachelor of Mechanical Engineering in Mechanical Engineering – CMS College, Anna University (2015-05 – 2019-06)