Summary
Overview
Work History
Education
Skills
Certifications And Awards
Timeline
Generic

AYESHA TAJ M A

Customer Success Professional and Subject Matter Expert
Bengaluru

Summary

Customer Success Professional & SME with 10+ years of experience. Proven ability to drive customer satisfaction and retention. Skilled in relationship-building, client enablement, and cross-functional collaboration. Expertise in process optimization, resolving technical queries and internal training to enhance service delivery and operational efficiency.

Overview

13
13
years of professional experience

Work History

Subject Matter Expert

Axio
Bengal
01.2018 - Current
  • Handle all customer complaints, including RBI and consumer forum cases and resolve within 24-48 working hours.
  • Investigated and resolved app related issues and escalate technical issues related to BOT, Freshdesk, ameyo, leadsquare.
  • Acted as a primary technical contact, delivering expert troubleshooting and support to both internal teams and external clients, improving time-to-resolution and customer satisfaction.
  • Communicated complex technical details effectively to diverse audiences — from software developers to non-technical stakeholders — through documentation, email, and real-time interactions.
  • Collaborated with engineering and product teams to identify, replicate, and escalate bugs, contributing to product quality and stability.
  • Developed and maintained knowledge base articles, technical guides, and internal documentation to promote self-service and improve team efficiency.
  • Demonstrated strong problem-solving skills and a continuous learning mindset, staying current with emerging technologies and product updates.
  • Participated in the enhancement of internal processes and tools, ensuring scalability and improved customer support workflows.
  • Develop knowledge bases, FAQs, and SOPs for processes and products.
  • Manage Google Play Store reviews, contact customers for updates, and maintain app rating of 4.2+.
  • Support team operations: monitor workload, manage rosters, breaks, and leave schedules.
  • Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.

Senior Technical Officer

Zenpower Technologies Pvt. Ltd.
11.2016 - 01.2018
  • Resolved technical support issues via email and calls for home automation systems.
  • Advised customers on product specifications and proper usage of products.
  • Created RMAs for defective items
  • Handled supervisor escalations.
  • Contributed to post-sale support and customer retention.

Information Retrieval Officer

Just Dial Limited
10.2012 - 03.2016
  • Delivered quick and relevant information to users in response to search queries.
  • Recognized for accuracy and customer handling under high call volume.
  • Converted to Sales
  • Trained Juniors with best practices to solve customer concerns

Education

2nd PUC -

Skills

Excellent Communication & Collaboration

Data Analysis & Reporting

Process Improvement

Support Tools & Platforms

Problem-solving abilities

Adaptability and flexibility

Continuous learning

Certifications And Awards

  • Best SME Award - Justdial
  • All-Rounder Award - Zenlefin
  • Best Customer Satisfaction Award
  • Attended Leadership Course and earned Certificate from Still waters.

Timeline

Subject Matter Expert

Axio
01.2018 - Current

Senior Technical Officer

Zenpower Technologies Pvt. Ltd.
11.2016 - 01.2018

Information Retrieval Officer

Just Dial Limited
10.2012 - 03.2016

2nd PUC -

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AYESHA TAJ M ACustomer Success Professional and Subject Matter Expert