Fatima Sangam
Expert in Complex Customer Solutions | Focused on Root Cause Analysis and Resolution| Operations Manager| Data Analysis
- Role
- Customer Excellence Specialist at Avalara
- Location
- Pune, MH, IN
- LinkedIn followers
- 500 followers
About Fatima Sangam
With nearly 7 years of diverse experience spanning Operations Management, Recruitment…
Experience
Customer Excellence Specialist
May 2024 — Present · IN
At Avalara, a global leader in tax compliance automation software, I help businesses manage complex global tax obligations with accuracy and efficiency. My role combines usage data analysis, technical problem-solving, and customer advocacy to strengthen trust, ensure billing accuracy, and support revenue growth.I manage and resolve executive escalations through root cause analysis and effective resolution plans that protect compliance reporting and client confidence. By performing advanced usage data analysis across thousands of raw data lines, I extract insights beyond traditional tools to provide billing justifications, optimize adoption, and influence renewals.I work with Snowflake, Hex, and Power BI to analyze and visualize data, turning complex usage patterns into dashboards that guide account management, engineering, and finance. In collaboration with Engineering teams, I resolve issues in Salesforce and AvaTax portals and manage JIRA tickets using impact and urgency-based prioritization.I also partner with Accounting and Collections to deliver billing clarity, document SOPs and FAQs in Confluence, and act as a customer advocate during executive calls. Additionally, I drive automation using ChatGPT and custom GPTs to streamline documentation, automate FAQs, and triage queries, reducing manual effort and improving resolution speed.By balancing technical expertise with empathy and collaboration, I deliver measurable improvements in customer satisfaction, compliance accuracy, and Avalara’s reputation as a trusted partner.
Education
PVG's College of Engineering and Technology
Bachelors , Engineering in Electronics and Telecommunication
2015 — 2019
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