Rakesh Gowda

• Mphasis provides L2 support for Broadband customers for various technical issues
• Router and network issues were resolved by email and phone support for the customers

Responsibilities:

• Went through rigorous training of understanding customer issues, communication and behavioral competencies to tackle customers efficiently
• Explaining customers regarding billing
• Promoted purchase of service contracts and warranties by detailing benefits of each to customers.
• Answered incoming support inquiries via chat, phone and email.
• Trained customers to use and maintain equipment to reduce service issues.
• Answered calls and emails at help desk to assist customers with basic support, bug fixes and configuration issues.

• Worked at place,the client provides cloud based SMS, Call service is Asia's Fastest Growing Cloud Communications Company
• Solutions: Missed Call Solutions, Click2Call, Call Conferencing, IVR

Designation: Client Service Specialist

• Providing resolution for clients queries through mail or call (majorly technical)
• Providing demo for new clients through online (Team viewer or Any desk) Providing API keys and helping clients to integrate their application with our portal
• Testing API keys and API url’s for enhancements and defects
• Requirements and suggestions to add more features into the product
• Validating client’s issues regarding our portal and providing resolution within SLA
• Executing SMS campaign for premium client’s (Ola, Flipkart, Red bus, Hindustan Media etc) Providing excel reports and analytical reports regarding campaign’s
• Providing delivery reports and auditing client wise account
• Helping the revenue team during Auditing regarding client’s transactions
• Preparing Manual and PPT regarding SMS portal
• Training Team on UI, technical stuff and regarding API's
• Attending meeting with senior engineering team and resolving major concern regarding requirement, major issue (on integration)
• Will Act as second of level escalation for Customers (In escalation matrix).
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Coordinated with operations staff to resolve service problems and boost client satisfaction.
• Coordinated client meetings to offer expert, individualized service, driving sales and boosting brand loyalty.

Designation: Senior Client Service Specialist

• Providing weekly and monthly reports with team manager regarding the surveys, escalations (with cross department) and work accomplishments
• Identifying the issues in the process and providing feedback to the internal team
• Tracking escalation with partners ( Payment gateways and rewards partner) and providing feedback on resolution (before the feature launch)
• Coordinated with operations staff to resolve service problems and boost client satisfaction.
• Resolved concerns with products or services to help with retention and drive sales.
• Increased efficiency and team productivity by promoting operational best practices.
• Cross-trained and provided back up for customer service managers.

• Finly provide a platform with a vision to change the work of the finance team from traditional to software based
• Their products are Expense management, Vendor payment, Automated Collection system and Prepaid card (with API)
• Responsibilities: Responsible for maintaining strong relationships with the internal staff, external stakeholders (partners, officials, regulators)
• Identify ideas for growth
• Reach out directly or through partners to target prospective business deals
• Design the best negotiating strategies by considering the risks and rewards, and keeping in mind the counterparty's preferences & goals Need to look over company alliances, Auditing, Legal work, Procurements
• Looking over Customer Success, Account Management, Financial operations
• Need to communicate with CA, CS and Vendor
• Need to check Financial operations of company and payment Required to Cross sell the product
• Working closely with technical team to provide resolutions and to get product knowledge.

• CRED is an online credit card payment and management app where it will provide access for premium members who hold credit score more than 750

Designation: Customer Success

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Collected customer feedback and made process changes to exceed customer satisfaction goals.
• Responded to customer requests for products, services and company information.
• Recommended products to customers, thoroughly explaining details.
• Educated customers about billing, payment processing and support policies and procedures.
• Followed-through on all critical inter-departmental escalations to increase customer retention rates.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Enhanced productivity levels by anticipating needs and delivering outstanding support.

Designation: Reward Operations

• Responsible for maintaining strong relationships with the internal staff, external
• Providing solutions to the customer support team and handling partner relationship
• Assisted various departments with change by communicating new improvement plans and expectations.
• Motivated and trained employees to maximize team productivity.
• Developed and deepened relationships with customers, vendors and internal stakeholders.
• Conducted root cause analysis in deficient areas to identify and resolve central issues.
• Educated staff on organizational mission and goals to help employees achieve success.
• Assisting partner on onboarding process and help in integration and setting up the product live in the app
• Cross trained and acted as backup for Operations Manager.