Shabrish Krishnaswamy

Implementation Manager at JoulestoWatts Business Solutions (2025-12 – 2026-04)

Served as primary point of contact for 15+ international enterprise accounts across the US and Canada, onboarding and guiding clients through implementation with 100% on-time milestone completion.
Tracked account health and KPIs in HubSpot, identifying satisfaction trends and consistently retaining accounts against ~90% CSAT and <15% churn targets.
Proactively identified risk to client satisfaction and retention, resolving concerns before they escalated to churn events.
Advocated for client needs internally, partnering with Sales, Delivery, and Support to ensure client requirements were met on schedule.
Managed and resolved client escalations via ServiceNow within SLA, protecting satisfaction during critical situations.
Ran recurring check-ins and business reviews with clients, using KPI data and feedback to guide account strategy.

Senior Client Specialist at Sagility Healthcare (2025-06 – 2025-12)

Managed day-to-day customer operations for a portfolio of enterprise healthcare accounts, maintaining full SLA compliance and quality standards.
Diagnosed recurring workflow bottlenecks and implemented process fixes that streamlined escalation paths and lifted operational efficiency.
Maintained customer-facing performance reporting and documentation, contributing to continuous-improvement initiatives that drove measurable KPI gains.
Resolved customer escalations within agreed turnaround times, sustaining high satisfaction scores across the engagement.

Senior Client Servicing Associate at Deloitte Digital (2020-03 – 2024-09)

Managed relationships for international enterprise clients across simultaneous US, UK, and APAC accounts, serving as the primary point of contact throughout the engagement.
Tracked KPIs and campaign performance for a portfolio of enterprise accounts; ran regular business reviews with senior client stakeholders to surface trends and guide retention strategy.
Reduced average escalation resolution time by proactively coordinating with internal teams, directly improving client retention and satisfaction.
Led process-optimization initiatives that streamlined service delivery workflows, reducing turnaround time and lifting team productivity.

Client Service Executive at Ananth Wiretech Tooling Pvt. Ltd. (2018-11 – 2020-03)

Served as first point of contact for client communication, service requests, and issue resolution, improving CSAT through proactive account ownership.
Partnered with production and support teams to ensure on-time delivery against customer requirements, managing expectations across the full delivery timeline.

Associate Client Manager at R.R. Donnelley (2015-10 – 2018-11)

Served as single point of contact (SPOC) for enterprise customers and senior stakeholders, coordinating operational activity across multiple internal teams.
Managed escalations, service requests, and client communications in support of account management and process-improvement initiatives.

Customer Service Executive at HCL Technologies (2014-02 – 2015-10)

Delivered customer support via email and chat, consistently meeting quality and productivity targets, with recognition for customer satisfaction and operational excellence.

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