Pooja Sathbhai
Customer Success Specialist
Follow me:
8
Years of experience
Pooja
About Me
My expert
areas
Skills
Customer Onboarding & Adoption
Customer Health Monitoring & Retention
SLA & Case Management
Data Analysis & Performance Reporting
Technical Issue Resolution & Escalation Handling
Cross-Functional Coordination & Client Communication (Outlook, Slack, Teams)
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8
Years of Experience -
75
Daily Customer Inquiries Managed -
50
Weekly Technical Escalations Resolved -
95
On-Time Resolution Performance(in Percent)
Education
Experience
Regal security Inc.
Concierge | January 2026 – Present
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Managed front desk service requests per shift for 20+ clients using CRM and ticketing platforms.
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Coordinated responses within SLA targets using prioritized workflows, achieving 95% overall on-time resolution.
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Scheduled 5+ weekly client meetings through shared calendars and validation protocols to prevent conflicts.
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Improved engagement accuracy by 40% while supporting seamless client onboarding and adoption.
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Tracked 15+ daily customer requests, monitored health metrics, and escalated critical issues to reduce resolution time by 30%.
Staples Canada
Client Solutions Coordinator | December 2024 – May 2025
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Coordinated daily scheduling and order processing for 20+ accounts using CRM and tracking platforms.
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Ensured 100% SLA compliance and reduced delays by 35% through cross-functional collaboration.
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Executed quality assurance on 30+ brand-sensitive projects monthly using structured checklists.
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Minimized operational errors while maintaining adherence to client specifications and onboarding requirements.
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Integrated CRM reporting with production workflows, driving 22% efficiency gains and 35% faster fulfillment.
Google Operations Center
Senior Process Associate - Digital Media | August 2022 – August 2023
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Resolved 50+ technical escalations weekly across Google Ads, Bing, Yahoo Japan, Baidu, and Facebook accounts.
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Managed cases via CRM and email, maintaining 98% resolution KPI through optimized workflows.
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Delivered solutions within a 24-hour TAT by diagnosing root causes and documenting 40+ protocols daily.
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Supported onboarding and operational SOP adherence while maintaining first-contact resolution performance.
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Resolved 45+ client cases per shift within a 35-member team while monitoring account health and quality checks.
Amazon.com
Customer Operations Associate | July 2017 – August 2022
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Processed 75+ customer inquiries daily via phone, email, and chat using CRM and internal tools.
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Resolved account, order, and product issues while maintaining a 4.9 satisfaction rating and operational metrics tracking.
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Deployed standardized troubleshooting protocols across 12 associates using performance trackers and internal metrics.
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Reduced average handle time by 18% while maintaining high customer satisfaction.
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Implemented retention strategy through cancellation pattern reviews and intervention coordination, reducing cancellations by 5% and supporting SLA compliance.
Certifications
Certified Associate in Project Management (CAPM)
November 2025
Project Management Institute (PMI)
Projects
SLA-Driven Customer Request Tracking & Health Monitoring
Regal security Inc. (CRM & Ticketing Platforms)
Concierge (Customer Service Operations)
Skills Used
- CRM, Ticketing Workflows, Customer Health Monitoring, SLA Management, Reporting, Escalation Handling, Scheduling Coordination
Key Roles
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Managed service requests for 20+ clients per shift using CRM and ticketing tools aligned to SLA targets.
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Prioritized and coordinated workflows to achieve 95% overall on-time resolution.
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Tracked 15+ daily requests using internal logs and monitored health metrics to identify critical issues.
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Escalated high-priority cases to product/support teams to reduce resolution time by 30%.
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Scheduled 5+ weekly client meetings using shared calendars and validation protocols to prevent conflicts and support engagement.
