Shakthi Vel

Product Support and Customer Success professional with 7+ years of experience across SaaS product support, B2B customer engagement, operations, telecom support, and team leadership. Experienced in Jira-based defect management, Defect Verification Testing (DVT), regression testing, SQL (DML), SAP HANA Cloud enterprise applications, CRM platforms, and cross-functional collaboration. Proven ability to lead operational teams, troubleshoot customer issues, validate software releases, manage escalations, and deliver high-quality customer experiences in fast-paced global environments.

Recognized for ownership, analytical thinking, adaptability, and delivering reliable support for both customers and internal stakeholders.

Support Intern – Product Support at Twenty5 LLC (2026-04 – 2026-06)

• Executed Defect Verification Testing (DVT) for Jira-assigned defects by validating implemented fixes against documented acceptance criteria.
• Performed functional, regression, and workflow testing across the Twenty5 iPE SaaS platform to ensure application quality and release readiness.
• Investigated reported product issues by reproducing defects, validating business workflows, and documenting observations for development teams.
• Utilized SQL (DML) for basic data validation and troubleshooting during product support and QA activities.
• Worked with SAP HANA Cloud-based enterprise applications while validating user authentication, proposal management, WBS assignments, bid workflows, and core application modules.
• Managed Jira QA iterations by executing structured test plans, documenting execution evidence, updating ticket status, and providing final QA verdicts.
• Identified secondary defects during testing and documented findings with supporting evidence, enabling efficient defect tracking and resolution.
• Collaborated closely with developers and QA leads to verify fixes before release and improve overall product quality.
• Maintained QA documentation, test artifacts, and technical knowledge using Confluence.
• Participated in structured product validation activities, ensuring delivered fixes met functional and business requirements.

Customer Support & Business Development Associate at Rnd Softech Pvt. Ltd. (2024-12 – 2025-10)

• Managed inbound and outbound communication with US-based B2B customers through voice, email, and CRM platforms.
• Delivered high-quality customer support while consistently meeting service quality and SLA expectations.
• Managed customer accounts, follow-ups, escalations, and issue resolution throughout the customer lifecycle.
• Recorded customer interactions accurately within CRM systems while maintaining detailed service documentation.
• Collaborated with internal teams to resolve customer issues efficiently and improve customer satisfaction.
• Assisted customers during onboarding and service adoption by providing product and process guidance.
• Built long-term customer relationships through proactive communication and professional support.

Media Operations & Event Production Lead at Kings Generation Church (2022-12 – 2024-12)

• Led end-to-end media operations for weekly services and large-scale events with audiences exceeding 2,000 attendees.
• Coordinated volunteers, leadership teams, vendors, and technical staff to ensure seamless event execution.
• Managed livestream production, presentations, photography, videography, and multimedia operations.
• Planned schedules, allocated resources, and resolved operational issues during live events.
• Introduced standardized workflows that improved operational efficiency and team coordination.
• Demonstrated leadership, crisis management, planning, and cross-functional collaboration.

Group Lead – Operations & Client Coordination at Information Evolution Inc. (2022-01 – 2022-12)

• Led a team of 15 associates supporting global B2B client operations while ensuring quality, productivity, and SLA compliance.
• Served as the primary escalation point for operational and customer-related issues.
• Conducted performance analysis and identified opportunities for process improvement.
• Mentored new team members and delivered coaching to improve team performance.
• Collaborated with management and stakeholders to enhance operational efficiency and customer satisfaction.
• Supported internal quality initiatives and continuous improvement programs.

Senior Process Associate – Client Operations at Information Evolution Inc. (2020-03 – 2022-01)

• Managed complex client workflows while consistently meeting quality and turnaround expectations.
• Supported multiple customer accounts with high accuracy and operational compliance.
• Assisted in onboarding new processes and conducting knowledge transfer sessions.
• Worked with cross-functional teams to improve operational efficiency and service delivery.

Process Associate – US Telecom Customer Support at KGISL (2018-12 – 2020-02)

• Delivered inbound customer support for US telecom customers across billing, account, and technical service requests.
• Resolved customer issues through structured troubleshooting and effective communication.
• Maintained productivity, quality, and customer satisfaction metrics in a fast-paced support environment.
• Built customer trust by providing accurate and timely resolutions.

Process Associate – B2B Data Validation at WOX Systems (2018-05 – 2018-10)

• Conducted outbound B2B verification calls to validate customer and business information.
• Maintained high standards of data accuracy to support lead generation and sales readiness.
• Improved database quality through structured verification and documentation processes.

Diploma in Mechanical Engineering – NLPT College

Higher Secondary Education – The Nilgiris Public School