ABDULREHMAN KAVALLI
Bengaluru
Summary
Detail-oriented Account Operations Advisor with 5+ years of experience across Salesforce CRM management, subscription lifecycle operations, billing governance, churn strategy, and enterprise account support. Strong expertise in case management, workflow automation, SLA compliance, credit controls, payment validation, and revenue protection within SaaS-driven environments.Recognized for analytical problem-solving, ownership mindset, continuous learning agility, and commitment to operational excellence. Actively expanding expertise in Salesforce architecture, automation strategy, revenue operations frameworks, and scalable account governance to build long-term enterprise impact.
Overview
11
11
years of professional experience
Work History
Account Operations Advisor
Toast
11.2024 - Current
- Managed end-to-end subscription lifecycle including activations, downgrades, renewals, and churn requests.
- Processed billing adjustments, credits, and invoice validations in line with company policies.
- Reviewed account configurations to ensure accurate pricing and product alignment.
- Collaborated with finance, sales, and operations teams to resolve account discrepancies, enhancing overall service accuracy.
- Ensured SLA compliance while managing high-volume case queues, supporting timely issue resolution.
- Validated documentation prior to submitting cases to operations queues.
- Investigated billing disputes, providing policy-based communication to customers, fostering trust and clarity.
- Ensured accurate CRM documentation for compliance and audit readiness.
Senior Technical Associate
Ernst & Young
01.2023 - 06.2024
- Achieved and maintained 100% SLA compliance, ensuring timely resolution of customer issues.
- Achieved 85% customer satisfaction through complex issue resolution.
- Delivered Level 2 technical support for enterprise applications, resolving complex issues and enhancing user experience.
- Provided remote troubleshooting support to L1 and L2 teams, facilitating effective issue resolution and knowledge transfer.
Senior Technician
Hewlett Packard (HP) | May 2022 – Dec 2022
Bangalore
05.2022 - 12.2022
- Diagnosed hardware and software issues with 95% first-contact resolution rate.
- Streamlined resolution time through targeted issue identification and troubleshooting.
- Provided high-quality customer service that met company KPIs.
- Documented technical resolutions and updated CRM ticketing systems for accurate case tracking and enhanced knowledge base.
Tech Engineer
Concentrix
Bangalore
05.2021 - 04.2022
- Delivered technical support for via phone, chat, and email, resolving customer inquiries efficiently.
- Diagnosed and resolved hardware and software issues, enhancing customer satisfaction and experience.
- Operated technical equipment to support client services and improve efficiency.
- Diagnosed and resolved technical issues for customers in a timely manner.
- Collaborated with team members to enhance workflow and service delivery.
Tech Coordinator
Cross Land
Bangalore
04.2015 - 04.2017
- Enhanced system performance while resolving end-user technical queries to improve user satisfaction.
- Troubleshot application-level issues and collaborated with development teams to ensure timely resolutions and identify root causes.
- Maintained data accuracy and streamlined operational processes to support overall efficiency.
- Supported system access management, user account provisioning, and basic database updates to ensure operational continuity.
Education
Bachelor of Computer Application -
Vidya Vahini First Grade College
Karnataka01-2021
Skills
- Salesforce CRM
- Salesforce Data Model
- Salesforce Flow Automation
- Case Management
- Account Management
- Account Operations
- Subscription Management
- Case handling
- CRM Systems
- Salesforce Systems
- Customer Escalation Handling
- Process Improvement
- Documentation
- Data Reporting
- Data Analysis
- Excel
- Power BI
Accomplishments
• Service Excellence Award
• High Impact Award
• Quality Champion Award
• Operations Excellence Award
• Team Excellence Award
• Peak Performance Award
• Value Creator Award
• Circle of Excellence Award
• High Impact Award
• Quality Champion Award
• Operations Excellence Award
• Team Excellence Award
• Peak Performance Award
• Value Creator Award
• Circle of Excellence Award
Affiliations
Salesforce-Based Account Payment Operations Architecture Concept Project
• Designed conceptual Salesforce architecture to manage end-to-end subscription lifecycle governance account operations workflows billing controls churn approvals credit processing payment validation
• Developed structured data models covering Accounts Opportunities Subscriptions Billing Credits Revenue tracking
• Configured Salesforce Flow automation for subscription activation downgrade churn approval billing adjustments
• Established role-based access control frameworks approval hierarchies for Finance Operations teams
• Integrated payment tracking logic supporting invoice validation refund workflows dispute resolution financial reconciliation
• Documented object relationships automation triggers SLA tracking mechanisms governance standards
Billing Software System
• Developed billing management application using Visual Basic 6.0 for frontend development
• Designed MySQL backend database architecture ensuring structured data relationships integrity controls
• Built modules for invoice generation payment tracking customer account management financial reporting
• Implemented validation logic improving billing accuracy transaction consistency record reliability
• Designed conceptual Salesforce architecture to manage end-to-end subscription lifecycle governance account operations workflows billing controls churn approvals credit processing payment validation
• Developed structured data models covering Accounts Opportunities Subscriptions Billing Credits Revenue tracking
• Configured Salesforce Flow automation for subscription activation downgrade churn approval billing adjustments
• Established role-based access control frameworks approval hierarchies for Finance Operations teams
• Integrated payment tracking logic supporting invoice validation refund workflows dispute resolution financial reconciliation
• Documented object relationships automation triggers SLA tracking mechanisms governance standards
Billing Software System
• Developed billing management application using Visual Basic 6.0 for frontend development
• Designed MySQL backend database architecture ensuring structured data relationships integrity controls
• Built modules for invoice generation payment tracking customer account management financial reporting
• Implemented validation logic improving billing accuracy transaction consistency record reliability
Timeline
Account Operations Advisor
Toast
11.2024 - Current
Senior Technical Associate
Ernst & Young
01.2023 - 06.2024
Senior Technician
Hewlett Packard (HP) | May 2022 – Dec 2022
05.2022 - 12.2022
Tech Engineer
Concentrix
05.2021 - 04.2022
Tech Coordinator
Cross Land
04.2015 - 04.2017
Bachelor of Computer Application -
Vidya Vahini First Grade College