Nishat Nazneen
Lead - Customer Specialist , Strategy, Operations, Sales & Enablement @ Freshworks
About
With over four years as Lead - Customer Specialist at Freshworks, I specialize in program management, cross-functional collaboration, and operational process optimization. My work involves fostering team growth, overseeing hiring, onboarding, and professional development, and driving strategic initiatives in automation and AI adoption to enhance ticket deflection and self-service capabilities. At Freshworks, I contribute to creating a high-performance culture by tracking KPIs, mentoring team members, and managing relationships with senior stakeholders across internal and external partners. My mission is to empower teams, streamline processes, and deliver customer-focused solutions that achieve operational excellence and drive organizational success.
India
Chennai
Information Technology & Services
Product led, Program Management, Sales, Customer Support, Artificial Intelligence (AI), Data Analysis, Customer Service Management, Communication, Tech Career Skills, Banking Solutions, Consultative Selling, Organizational Alignment, Automation, Operating Efficiencies, Proactive Monitoring, Data-driven Decision Making, Strategy, Data Analytics, Operational Efficiency, Customer Experience
Experience
Lead - Customer Specialist , Strategy, Operations, Sales & Enablement
Freshworks
Chennai
Led team expansion and enablement, overseeing hiring, onboarding, and professional development. Cultivated a high-performance culture through rigorous KPI tracking and mentorship, delivering consistent operational excellence. Collaborated cross-functionally with Product, Engineering, Sales, Presales, BizApp, and Success teams; managed senior stakeholder relationships across internal and external partners. Spearheaded strategic initiatives in automation, AI adoption, and process redesign to drive ticket deflection and self-service capabilities.
Senior Customer Specialist
Freshworks
Chennai
Managed customer inquiries via chat, tickets, and phone calls while driving sales conversions through cross-sells. Trained new hires on product knowledge and processes; monitored their performance during on-the-job training (OJT). Resolved internal and external escalations, ensuring customer satisfaction and operational efficiency. Identified and led initiatives for process improvements and optimization.
Customer Support Executive
Citi India
Chennai
Managed inbound calls and live chats, consistently providing prompt and effective resolutions to customer inquiries. Served as an SME, handling escalations, coaching new team members, and acting as the primary POC. Expertly pitched a range of banking products, tailoring solutions to customer needs while overcoming objections. Took on additional team responsibilities, including ticket allocation and leading sales initiatives to drive performance. Contributed to multiple initiatives aimed at reducing ticket SLAs, calling AHT, and enhancing chat quality.
Nishat Nazneen's Contact Information
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