Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Nadia Shah

Mississauga

Summary

Results-driven Support Leader with 5+ years of experience in Customer Support, Operations, and Project Coordination in the SaaS and Telecommunications sectors. Proven ability to lead teams, optimize processes, manage cross-departmental deployments, and ensure successful client onboarding and product adoption. Adept at bridging technical requirements with customer needs, driving operational excellence, and delivering measurable business impact.

Overview

4
4
years of professional experience

Work History

Customer Support Team Lead

myKaarma
07.2025 - Current
  • Hired and onboarded Support Agents, building scalable training and mentorship programs that reduced onboarding time and increased readiness for go-live.
  • Introduced structured workflows to improve accountability, ownership, and cross-team communication.
  • Partnered with Technical Project Managers to revise internal processes using real-time customer and agent feedback, directly enhancing resolution speed and product reliability.
  • Elevated SOP and documentation standards, leading to measurable efficiency gains in resolution times during high-volume ticket surges.
  • Volunteered for weekend backlog reduction, directly improving customer turnaround times and easing operational load.
  • Consistently identified and communicated deployment blockers, resulting in faster engineering prioritization and issue resolution.
  • Championed a positive work environment that encouraged employee motivation, engagement, and retention.
  • Consistently exceeded established KPIs related to speed of resolution, customer satisfaction, and team performance.

Product Support Analyst

myKaarma
03.2023 - 06.2025
  • Acted as a primary liaison between customers, support, and engineering for complex deployment-related issues, ensuring accurate scoping, timely escalation, and clear communication.
  • Led product shadowing and scenario-based training for new hires, improving readiness and reducing early-stage error rates.
  • Collaborated with cross-functional teams and external vendors to troubleshoot integrations, resolve outages, and improve deployment workflows.
  • Provided actionable feedback to product and engineering teams to accelerate feature fixes and enhancements based on real-world customer impact.
  • Maintained 100% CSAT on all assigned tickets, ensuring customer confidence in solutions and product reliability.
  • Successfully upsold deployment-related add-on products (e.g., BDC Inbox, Multi-Department Extension, Scheduler Plus) to improve client workflows.

Outbound Specialist

Rogers
11.2021 - 03.2023
  • Implemented technical solutions to customer issues, processed transactions, and improved satisfaction scores through tailored service.
  • Provided ongoing support for existing clients, ensuring satisfaction and repeat business opportunities.
  • Assisted in the development of training materials for new hires joining the outbound sales team.
  • Maintained accurate records of all communications within the CRM system for easy reference by colleagues when needed.

Sales Representative

Nordia
04.2021 - 11.2021
  • Delivered technical support to Bell Mobility clients, achieving daily sales targets while managing 50+ customer inquiries per day.
  • Expanded customer base through cold calling, networking, and relationship building.
  • Consistently met or exceeded quotas by implementing strategic sales plans and effective time management.
  • Conducted product demonstrations to educate customers on features, benefits, and competitive advantages.

Education

Honors Bachelor of Arts - Communications and Media

Wilfrid Laurier University
Waterloo, ON
08.2021

Skills

  • - Support Coordination & Onboarding
  • - Process Improvement & Workflow Design
  • - Team Leadership & Mentoring
  • - Technical Troubleshooting (Zendesk, JIRA)
  • - Stakeholder Communication
  • - SOP Implementation
  • - Client Training & Enablement
  • - Spanish (Professional Proficiency)

Languages

Spanish
Native or Bilingual

Timeline

Customer Support Team Lead

myKaarma
07.2025 - Current

Product Support Analyst

myKaarma
03.2023 - 06.2025

Outbound Specialist

Rogers
11.2021 - 03.2023

Sales Representative

Nordia
04.2021 - 11.2021

Honors Bachelor of Arts - Communications and Media

Wilfrid Laurier University

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Nadia Shah