Kanal Patel
Team Lead, Customer Success & Technical Escalations @Sutherland
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WORK HISTORY
Team Lead, Customer Success & Technical Escalations @Sutherland
Toronto, ON, CA
Managed and resolved 600+ customer escalations per month, ensuring timely resolution and maintaining strong customer trust during critical service issues.• Acted as a primary customer advocate, partnering with Product and Engineering teams to identify root causes, communicate customer impact, and implement long-term platform fixes and build long-term customer value.• Maintained an average QA score of 98%, reflecting consistent excellence in customer communication, accuracy, and professionalism.• Proactively analyzed customer feedback, escalation patterns, and support data to reduce repeat issues and improve overall customer health.• Created and maintained internal and customer-facing documentation for the complete customer lifecycle, improving self-service adoption and reducing resolution times.• Developed dashboards and reports to track escalation trends, resolution timelines, and issue impact, supporting data-driven operational decisions.• Coached and mentored Tier 2 support team members on customer communication, de-escalation strategies, and best practices for complex cases.• Supported transparent and proactive customer communication during outages, product incidents, and service disruptions, maintaining stakeholder alignment.• Contributed customer insights and recurring pain points to internal stakeholders to inform product and process improvements.
EDUCATION
The Maharaja Sayajirao University of Baroda
Bachelor of Business Administration (B.B.A.), Business Administration and Management, General
The Maharaja Sayajirao University of Baroda
Master of Journalism and Communication , Journalism and Mass communication
St. Clair College
Post Graduate Certificate, Media Convergence
ABOUT KANAL PATEL
I’m a Customer Success professional with 5+ years of experience supporting subscription-based digital products in fast-paced streaming and media environments.I specialize in managing high-impact customer escalations, building trust during critical moments, and partnering cross-functionally with Product, Engineering, and Operations to deliver long-term customer value.In my current role at Paramount+, I support complex technical issues, advocate for customers internally, and translate technical challenges into clear, customer-friendly communication. I’m known for staying calm under pressure, identifying recurring pain points, and improving processes that positively impact customer satisfaction and retention.My strengths include customer advocacy, escalation management, cross-functional collaboration, and creating documentation and workflows that scale customer success beyond individual interactions.I’m especially interested in Customer Success Manager roles where I can own customer outcomes, strengthen relationships, and contribute to improving the overall customer experience.
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