Nandetha Sivapalasunder
Brampton,Canada
Summary
Customer Success Leader with 3+ years of experience driving excellence in high-volume, client-facing environments and 1.5 years leading global remote teams. Proven track record in mitigating account churn, managing complex escalations, and identifying growth opportunities to maximize client lifetime value. Expert in streamlining operational workflows and maintaining financial accuracy through tools like QuickBooks. A strategic communicator committed to delivering long-term value, fostering strong stakeholder relationships, and building high-performance teams across diverse industries. Currently enhancing data-driven strategies through HubSpot and Salesforce certifications.
Overview
4
4
years of professional experience
Work History
Customer Success Team Lead- (Technical Support)
Golumbia Video
Brampton, Canada
12.2024 - Current
- Own the post-onboarding lifecycle for a diverse client base, ensuring high product adoption and long-term satisfaction.
- Drive revenue growth by identifying expansion opportunities; consistently turned reactive support interactions into proactive sales and upsell leads.
- Lead a global team of support agents, establishing high-performance standards that directly improved Net Promoter Scores (NPS) and Customer Satisfaction (CSAT).
- Act as a strategic escalation point for key accounts, resolving complex business and technical roadblocks to prevent churn and strengthen client relationships.
- Collaborate with cross-functional teams (Sales, Product, and Ops) to relay customer feedback and influence the product roadmap for better client outcomes.
- Maintained operational excellence by enforcing company policies and compliance standards, while fostering a collaborative environment for rapid problem-solving.
- Directed a global team of remote support agents, overseeing end-to-end daily operations, workload distribution, and performance tracking to ensure consistent, high-touch client service.
Customer Success Specialist - Technical Support
Golumbia Video
Brampton, Canada
07.2023 - 12.2024
- Managed a high-volume pipeline of customer accounts, delivering end-to-end technical solutions and product guidance to maximize user adoption and satisfaction.
- Leveraged QuickBooks to manage client billing, process payments, and maintain precise financial records, ensuring a seamless and professional post-sale experience.
- Consistently exceeded key performance indicators (KPIs) for response times and customer satisfaction (CSAT) scores while identifying opportunities for revenue growth through sales conversions.
- Partnered with internal departments to troubleshoot complex technical roadblocks and resolve escalated client issues, directly improving operational workflows.
- Provided tailored product guidance and troubleshooting support to translate technical challenges into business value for clients..
Operations and Customer Service Executive
British Council
Jaffna, Sri Lanka
03.2022 - 06.2022
- Served as the first point of contact for inquiries, providing information and assistance across multiple channels.
- Manage operational tasks related to customer service, ensuring adherence to set processes and compliance standards.
- Strong communication skills, both verbal and written, with proficiency in relevant languages.
- Ability to handle multiple tasks simultaneously and work under pressure.
Education
Diploma of Education - Computer Science
Astro Computer Education
Bachelor of Commerce - BCom - Business/Commerce, General
Patrician College Of Arts And Science
Chennai , India Skills
- Customer Onboarding
- Account Management & Retention
- Customer Relationship Management (CRM)
- Remote Team Leadership
- Customer Retention & Churn Mitigation
- Relationship & Communication Skills
Timeline
Customer Success Team Lead- (Technical Support)
Golumbia Video
12.2024 - Current
Customer Success Specialist - Technical Support
Golumbia Video
07.2023 - 12.2024
Operations and Customer Service Executive
British Council
03.2022 - 06.2022
Diploma of Education - Computer Science
Astro Computer Education
Bachelor of Commerce - BCom - Business/Commerce, General
Patrician College Of Arts And Science