Shree User

I’m a Customer Experience & Product Support Specialist with 6+ years supporting global SaaS customers and translating customer insights into product improvements. At MileIQ (Microsoft subsidiary), I supported a global customer base across the US, UK, and Canada, managed 500+ monthly Zendesk tickets, and reduced average response time by 25% while sustaining 95%+ SLA compliance. I partner with product and engineering to validate new features, analyse user behaviour, and turn support trends into prioritised roadmap input—leveraging Mixpanel and Retool to surface product friction points. I also automate 20%+ of repetitive queries with Ultimate.ai and have improved reliability and engagement by investigating issues across SendGrid and Braze, while synthesising feedback from Sentisum and Trustpilot. Earlier in my career, I handled system administration for stable Linux/Windows infrastructure and managed regulated customer complaints end-to-end in CRM systems.