Tharinda S.

Customer Success & Team Management Specialist, Product Manager, CEO

Technical Support & Team Management Specialist, Product Manager, Marketing Manager, Interim CEO Key Technical Support Competencies: 🛠 Logging, analyzing, diagnosing, resolving, and escalating technical issues efficiently 🛠 Performing routine, pre-deployment, QA, and post-release tests to ensure platform reliability 🛠 Creating and managing reports on technical issues and support performance 🛠 Enhancing customer support experience via onboarding, walkthroughs, and proactive issue resolution 🛠 Maintaining and improving knowledge bases, ticketing systems, and overall support operations 🛠 Evaluating software and tools (helpdesk, monitoring, etc.) to optimize workflow and support efficiency 🛠 Coordinating with engineers and management to escalate incidents and implement solutions Team Management & Leadership Experience: 👥 Hiring, training, mentoring, and developing support team members for skill and career growth 👥 Managing projects, tasks, and testing assignments for support teams, setting guidelines, policies, and performance metrics 👥 Ensuring adherence to SLAs and world-class support standards 👥 Conflict resolution, incident reporting, and escalation management 👥 Providing complex reports and insights to senior management, CEOs, and engineering teams 👥 Driving continuous improvement of technical support processes to elevate service quality and customer satisfaction Product Owner, Marketing Manager, & Interim CEO Experience: 🚀 Oversaw product ownership for conferencing and workflow platforms, defining feature requirements, writing test scripts, and guiding development and release cycles 🚀 Managed end-to-end product lifecycle including planning, QA, deployment, and post-release monitoring 🚀 Acted as interim CEO, coordinating cross-functional teams, making strategic decisions, and ensuring business operations ran smoothly 🚀 Implemented workflows, automation, and AI-enabled systems to improve operational efficiency and customer experience 🚀 Evaluated software tools, monitored KPIs, and provided actionable insights to drive product and organizational growth 🚀 Curated marketing and sales segments and strategies to implement, promote and engage on LinkedIn, Facebook, and X. 🚀 Fostered collaboration between engineering, support, and business teams, ensuring alignment with company goals and market needs