Summary
Overview
Work History
Education
Skills
Websites
Tools
Timeline
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Meena Ashokan

Key Account Specialist
Bengaluru,Karnataka

Summary

Versatile and results-driven Product Support Specialist with a strong foundation in Product Management and over 10 years of experience in client support, product enhancement, and account strategy. Proven track record in end-to-end testing, delivering product demos and trainings, managing product enhancements, and contributing to product roadmap planning. As a Key Account Specialist, played a pivotal role in revenue generation, handling critical client accounts, and strategic planning. Skilled in cross-functional collaboration, stakeholder management, and customer success, with a passion for delivering scalable, customer-centric solutions.

Overview

10
10
years of professional experience
4
4
years of post-secondary education
2
2
Languages

Work History

Key Account Specialist

WiseTech Global
09.2023 - Current
  • Managed strategic, high-value client accounts and served as the main point of contact to drive customer satisfaction and retention.
  • Conducted regular business reviews to identify growth opportunities and successfully implemented upselling strategies.
  • Collaborated cross-functionally with Sales, Product, and Support teams to deliver seamless solutions tailored to client needs.
  • Facilitated onboarding and training sessions to improve product adoption and maximize client value.
  • Collected and analyzed client feedback to influence product enhancements and prioritize feature development.
  • Participated in strategic planning and contributed to account expansion by aligning with client business goals.
  • Ensured timely resolution of client issues by coordinating with internal teams and tracking escalations.
  • Delivered client insights through reports and dashboards using Excel, SQL, and Tableau for data-driven decisions.

Product Support Specialist

Blume Global
04.2021 - 09.2023
  • Handled end-to-end support processes including issue resolution, deployment testing, and requirement gathering.
  • Conducted product demos and training sessions for internal stakeholders and clients.
  • Involved in product testing including sanity checks in lower environments and post-deployment validation.
  • Worked closely with product teams to propose enhancements based on real-time client feedback and market analysis.
  • Contributed insights toward the product roadmap by aligning support feedback with long-term product goals.
  • Created data visualizations and reports to support business reviews and identify improvement opportunities.

Process Expert

Maersk Global Service Center
01.2019 - 04.2021
  • Handled End to End process from booking stage to cargo delivery at destination.
  • Resolved customers queries through email and maintain TAT on regular basis.
  • Tracked various container level statuses alongside customs release checks at terminal level.
  • Conducted daily review meetings and brainstormed new ideas for creative problem solving and enhancement of current processes.
  • Actively participated in various in house and external training programs to up-skill functional and domain level cognition.
  • Trained new team members and provided cross functional training.
  • Managed workflow in process and ensure proper work allocation is carried resulting in good team work and project satisfactions.

Customer Service Associate

RR Donnelley
05.2017 - 01.2019
  • Assisted corporate customers and clients through phone and emails.
  • Provided product related information to order supplies.
  • Handled customers Purchase order requests.
  • Checked on LSN (low stock notice) and work on production orders (corporate specific).
  • Investigated customer queries and provided amicable solutions accordingly.
  • Generate incident-tickets in order to resolve customer technical issues.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Developed and actualized customer service initiatives to decrease wait times.

Customer Support Agent

First Source Solutions Ltmited
12.2015 - 05.2017
  • Maintained customer satisfaction with forwardthinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Utilized customer service software to manage interactions and track customer satisfaction.

Education

B.TECH (IT) -

SNS College of Technology
08.2010 - 04.2014

Skills

Relationship management

CRM proficiency

Territory management

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Tools

  • Postman,Kafka,SNOW,SOAP UI,Sterling - EDI,JIRA,Salesforce,PAVE Ticketing software


Timeline

Key Account Specialist

WiseTech Global
09.2023 - Current

Product Support Specialist

Blume Global
04.2021 - 09.2023

Process Expert

Maersk Global Service Center
01.2019 - 04.2021

Customer Service Associate

RR Donnelley
05.2017 - 01.2019

Customer Support Agent

First Source Solutions Ltmited
12.2015 - 05.2017

B.TECH (IT) -

SNS College of Technology
08.2010 - 04.2014

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Meena AshokanKey Account Specialist