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Shirley George Kondath is a seasoned professional with extensive experience in customer success and procurement management. Currently serving as the Lead for Customer Success at Freshworks since February 2021, Shirley oversees a team of customer success specialists, implements a churn forecast model achieving 90% accuracy, and manages customer escalations. Prior experience includes roles such as Head of Procurement at MOA Engineering Pvt. Ltd., where Shirley transformed the procurement function, and strategic procurement leadership at Neev Academy, managing processes across multiple branches. Educational qualifications include a Bachelor of Business Management from Baldwin Methodist College and an MBA in Human Resources Management from UBI Business School.